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About the Role
The Boutique Director is fully responsible for the management and performance of the boutique, driving continuous growth and seeking new business opportunities. This role requires acting as an entrepreneur, committing to proactive and strategic actions, meeting sales objectives, building loyal client relationships, and leading a top-notch boutique team.
Responsibilities
- Exceed individual and over all boutique budgets in accordance with brand retail strategy.
- Plan and implement monthly meetings and actions.
- Achieve Boutique KPIs defined by the management.
- Assist management in proactively implementing boutique commission schemes.
- Adhere to HQ commercial guidelines (Retail Manual) and be accountable for their implementation.
- Maximize profit by controlling & minimizing costs.
- Analyze and strategize sales figures with management to further refine future sales projections and ensure maximum market satisfaction.
- Lead Boutique team by clearly communicating objectives, responsibilities, performance expectations, brand standards and procedures.
- Set clear individual and collective objectives, regularly track performance and provide timely, constructive feedback to ensure accountability and results.
- Support on Recruit, onboard, develop and retain high-performing talent to ensure the Boutique is appropriately staffed and positioned for continued success.
- Coach and develop each team member through regular one-on-one meetings, on-the-job coaching, performance reviews and identification of individual training and development needs.
- Manage employee performance effectively, recognizing achievement while proactively addressing performance or behavioral concerns in partnership with Human Resources.
- Foster a collaborative, inclusive and high-performance culture that promotes engagement, teamwork, accountability and pride in representing A. Lange & Söhne.
- Maintain a strong and consistent presence on the sales floor, actively leading by example and supporting the team in delivering an exceptional client experience.
- Ensure the highest standards of Boutique presentation, displays, visual merchandising and overall Boutique condition and environment, in accordance with Maison guidelines and standards.
- Oversee all aspects of daily Boutique operations, ensuring efficiency and consistent compliance with Group and Maison policies, procedures and internal controls.
- Ensure the Boutique is fully compliant and audit-ready, proactively addressing any findings and implementing corrective actions as required.
- Ensure the accuracy, completeness and timely submission of all Boutique reporting, including monthly reports, sales and operational data.
- Maintain the accuracy and integrity of inventory and stock, including stock movements, transfers, quality control and monthly, quarterly and annual stocktakes; investigate and resolve discrepancies in a timely manner.
- Ensure stock quality and condition are consistently maintained in accordance with Maison standards.
- Maintain a safe, secure, clean and professional Boutique environment, ensuring all security and operational procedures are consistently followed.
- Define boutique navigation scenario and mobilize Sales Associates on the sales floor.
- Direct and support the team to competently deliver Lange selling ceremony using appropriate brand verbiage, behavior and tools.
- Generate the interest of target prospects and convert to boutique customers.
- Develop specific programs to acquire new high potential customers and build a sustainable client network within the area.
- Maintain and support boutique team’s with their on-going relationships with clients as a part of “Lange family”.
- Ensure special attention to existing and new VIP customers to maintain their loyalty.
- Identify opportunities and propose clienteling strategy using CRM tool.
- Obtain, input, update client information and track clienteling tasks of Sales Associates.
- Identify current and future customer’s requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
- Take part in client events, local and international when needed.
- Individually handle with care client complaints, to deescalate and or immediately report to regional office on any boutique, brand or product related issues.
- Follow up and coordinate individual repairs and customer service-related matters.
- Develop agile communication and increase cooperation with other boutique managers in the same region.
- Participate in the Lange international retail community activities.
- Share insights, opportunities and best practices to increase the overall retail performance and nurture a supportive Lange retail culture.
Requirements
- 7+ years of progressive experience in luxury retail, including significant leadership and boutique management experience; fine watch and/or jewelry experience preferred.
- Proven track record of driving sales growth, achieving commercial targets and managing boutique performance and profitability.
- Demonstrated ability to lead, develop, coach and retain high-performing teams, including performance management and talent development.
- Commercial and financial acumen, with the ability to analyze sales performance, KPIs, client data and market trends and translate insights into actionable strategies.
- Expertise in luxury client development and CRM, with demonstrated success in acquiring, cultivating and retaining high-value/VIP clientele.
- Exceptional interpersonal and communication skills, with the ability to influence, motivate and collaborate across all levels of the organization.
- Sound operational judgment and attention to detail, with experience maintaining brand standards, inventory controls, compliance and operational excellence.
- Entrepreneurial and results-driven mindset, with a high level of accountability, initiative and sound decision-making.
- Excellent organizational and prioritization skills.
- Proficiency in Microsoft Office, including Excel, PowerPoint and Word.
- Fluent written and verbal English; additional languages are an asset.
- Ability to work a flexible retail schedule, including weekends, holidays and events, and to travel as business needs require.
- Ability to meet the physical requirements of the position, including lifting up to 40 lbs.
Skills
- Leadership
- Boutique Management
- Sales Growth
- Commercial Target Achievement
- Team Development
- Coaching
- Talent Retention
- Performance Management
- Financial Acumen
- Sales Analysis
- KPI Analysis
- Client Data Analysis
- Market Trend Analysis
- Strategic Planning
- Luxury Client Development
- CRM Expertise
- Client Acquisition
- Client Cultivation
- Client Retention
- VIP Client Management
- Interpersonal Skills
- Communication Skills
- Influence
- Motivation
- Collaboration
- Operational Judgment
- Attention to Detail
- Brand Standards Maintenance
- Inventory Control
- Compliance Management
- Operational Excellence
- Entrepreneurial Mindset
- Results-Driven
- Accountability
- Initiative
- Decision-Making
- Organizational Skills
- Prioritization Skills
- Microsoft Office Proficiency (Excel, PowerPoint, Word)
- English Fluency
- Flexible Scheduling
- Travel Adaptability
Location
- Flagship Boutique
Work Type
- Full-time
- Onsite
Experience Level
- 7+ years of progressive experience in luxury retail
- Significant leadership and boutique management experience
Salary/Compensations
- $125k – 140k
- Eligible for commission
Benefits
- Medical
- Dental
- Vision
- Health savings accounts
- Flexible spending accounts
- Life insurance
- Disability benefits
- 401(k) with employer match
- Paid time off
- Wellness reimbursement benefit
- Employee assistance program
- Volunteer days off
About the Company
- Since the legend's reincarnation in 1994, A. Lange & Söhne has been one of the most respected and successful watch brands in the luxury sector.
- Our whole aim is to continue our tradition with new, outstanding products, very much in keeping with Lange's claim: State-of-the-art tradition.
- What we expect from our watches, we expect from us: Never stand still.