Job responsibilities

MISSION

• Actively participate in the development of the organization and the business in the region by building relationship of trust with all stakeholders externally and internally (in Dubai HQ and with other boutiques)
• Your understanding of our brand positioning and your business acumen will drive the teams to deliver sales and to provide our guests with unique and memorable experiences
• Close proximity to the teams and the clients, you will lead by example and accompany the development of team members to ensure structure and strong accountability
• Embracing the culture of entrepreneurship and innovation, you can adapt with agility in a fast-moving and ever-changing environment and proactively propose and implement new ways of working in line with the company’s vision and guidelines

MAIN ACCOUNTABILITIES
Business Management:

• Manage the entire boutique team, client and business operations in order to achieve sales objectives and store and service KPI’s.
• Ensuring to spend majority of the time on the shop floor with sales team and clients
• Concur to the definition of action plans related to the mystery shopping and Voice of the Client results and ensure their implementation
• Have a finger on pulse with competitor analysis and ahead of the retail landscape with key initiatives and movements happening within the local markets high luxury domain

Team Management:

• Adopt a coaching posture and use this skill consistently with the sales team on how to deliver a unique and memorable shopping experience (customer focus, story telling, extraordinary service, selling skills and attitude).
• Observe the sales floor and provide structured feedback accordingly depending on on-going client experience situations.
• Structure routine moments for coaching and feedbacking [both on the spot and in monthly one to one meetings]
• Ability to create and hold inspiring and impactful daily briefs that are motivational and empowering, throughout the day
• Partner with Sales Training department in defining key areas of educational, behavioral and skills based developmental needs that can be transmitted into SMART developmental action plans
• Ensure the participation of the store team to training sessions in order to develop and strengthen their knowledge on different topics (collections, selling techniques, brand and inspiration stories, security…)
• Adapt and implement localized on-boarding plans for new joiners where applicable

Client Management:

• Be proactive in recruiting new customers, promoting and creating events in order to generate new business opportunities
• Actively participate and involve sales teams in social events
• Support in cultivating a culture of long term relationship building
• Constantly nurture relationships with clients, in store and outside the store implementing client database activities, as per marketing guidelines
• Partner with the regional CRM teams in order to review, implement, and follow up on dedicated action plans for client retention, growth and amplification within local market
• Address client concerns/disputes/complains assuring that the client satisfaction is restored

Profile

TECHNICAL SKILLS

• Knowledge of store procedures and processes
• Knowledge of digital processes
• Knowledge of the Luxury business
• Knowledge of competition

SOFT SKILLS
Driving and leading by example

• Business acumen
• Proactivity &Engagement
• Client satisfaction
• Being coach
• Delivering excellence
• Managerial Effectiveness
• Integrity and Trust
• Curiosity and Change Drive

Additional information

Master of the House:

• Be responsible for the good maintenance, the safe environment, the good functioning of the store as well as the respect of product assortment and visual merchandising, respect of excellent uniforms and grooming standards, and supervise after sales service requests providing excellent pre and post service to the client
• Be responsible for the store stock, ensuring to efficiently and effectively manage it according to KPI’s, and proposing corrective actions
• Guarantee the correct application of company norms and procedures (discount etc..).
• Sponsor the development of a frictionless client experience through the different touch points, leveraging on the adoption of new digital tools and processes
• Sponsor the full store engagement on new omnichannel initiatives and amplify the change of mindset in store, driving the change

Market Knowledge:

• Related to their environment (city, street, mall, dept. Store) guarantee profound knowledge on brand locations, events and marketing activities