Boutique Manager, Cartier South Africa

PURPOSE

Lead and develop an outstanding team with a clear understanding of the boutique goals and constantly deliver a customer experience that is in line with Cartier standard of excellence.

Collaborate with the market managing team to define yearly strategic objectives and action plans to reach and exceed ambitious targets for Cartier South-Africa.

Promote Cartier’s image to be a Brand Ambassador as per the Maison’s directives.

Management of the day-to-day store operations to transform corporate objectives into operational ones at boutique level; drive monthly and quarterly business analysis and action plans to achieve sales targets.

RESPONSIBILITIES

Business management and development

• Responsible for the definition and achievement of the sales target for the boutique and to achieve/exceed them in alignment with his/her direct report, the Cartier Commercial Partnership Director for Other GCC & Africa.
• Ensure continuity and development of partnerships within the South African Market to drive business development in collaboration with Communication Manager
• Guardian of the relationship with boutique VIPS, team with Sale Associates as often as necessary to help them build stronger relationships thanks to networking and client treatment initiatives, lead and develop new opportunities in the market
• Meet and/or exceed the KPI’s set by the Cartier Commercial Partnership Director for Other GCC & Africa.
• Lead and drive the commercial ambition of the market in coordination with the Cartier Retail Operation’s Manager and the Wholesale Area a Manager, Responsible for the business planning as the yearly strategic plan for the boutique.
• Act as pilot and review regularly the monthly boutique dashboard with his/her team, submit quarterly related action plan, accountable for results
• Review competition trends, create a strong network within the South African luxury environment and recommend/initiate changes for maximizing goals and objectives

Client relationship Management and Care Service

• Share clientele development initiatives and feedback collected from team members
• Ensure that each customer receives outstanding service
• Maintaining outstanding standards, solid product knowledge and all other components of customer service
• Manage and maintain in relation with the CRM & Boutique Sales Manager an updated list of clienteles, guardian of the client allocation among sales associates and boutique knowledge
• Ensure attention to existing and new recruitment of VIPs, clients, and prospects, effectively creating a database for boutique sales and marketing activities
• Constantly demonstrate Maison ambassadorial skills with partners or local dignitaries, at meetings, events (local & international), charity dinners and other work-related functions
• Monitor all Care Service cases handled by the sales team to ensure excellence, push Cartier Care in the SA market

Team management

• Ensure proactivity of all boutique staff members: Sales Manager, Operational Boutique Manager, Sales and support teams
• Hire, lead, and act as advisor to boutique team regarding projects, tasks and operations
• Ensure coaching of team, individual, and collective objectives with on-the-job training, appraisals, task allocation, and feedback on expectations
• Foster a cooperative and harmonious working climate conductive to maximize employee morale and productivity. Reinforce continuously respectful communication between all departments
• Assess training needs for her team and plan their career evolution
• Challenge team toward autonomy and organize areas of responsibilities in the boutique on products of segments.
• Organise regular staff meetings to train staff on new product launches
• Monitor staff appearance and behaviour, in line with company policy and boutique guidelines
• Recommend salary adjustments, transfers, promotions

Boutique operation management

• Ensure compliance with all policies and procedures through regular store management and staff meetings
• Supervision of/and support to the Operational Boutique Manager to ensure:
  • Service excellence within the boutique and team
  • Excellence for overall appearance and maintenance of the boutique in accordance with Maison guidelines.
  • Compliance with operations procedures
  • Accuracy of monthly stock taking and application all measures to avoid stock discrepancies
  • Daily follow-up with regional head office for stock replenishments, active order requests, reporting
  • Implementation of visual merchandising or architectural initiatives
  • Store walk-through and audits, etc.

Financial Control

• Compliance with group procedures and legal, fiscal and customs regulations
• Cash registry controls

EXPERIENCE & QUALIFICATIONS:

• Preferably a holder of a Bachelor Degree or a Masters Degree
• A minimum of five years prior retail management experience in the luxury sector (watches and jewellery ideally or hospitality)
• Experience within a flagship or highly visible boutique essential
• Ability to motivate, cultivate, develop and lead a team in line with Cartier’s image
• Strong culture and ability to interact easily with VIPs
• Excellent interpersonal, organizational, analytical, oral and written communication skills
• Excellent representation of the brand inside and outside the boutique
• Proven track record of networking capacities
• Computer proficiency (Microsoft office)

TYPE OF POSITION

• Fulltime

CONTACT

• [email protected]