KEY RESPONSIBILITIES
In subordination to the BM to manage & control of the boutique sales performance
a) Store presentation & brand image
- Ensure a ultimate luxury store ambience(inside and outside) according to Dior standards, attention to details within the retail environment
- Act as a brand ambassador, respect & represent the brand image
- Ensure the display of merchandise, to enhance the collection prestige by following Visual Merchandising guidelines
b) Sales development
- Participate in high value sales or interaction with the key VIP customers as the support to the BM
- Direct customers towards the sales representatives / Category owners
- Demonstrate overall product knowledge and drive performance for all categories, active involvement in coaching and training the team members on the daily basis
- Assist the BM or Sales Staff in managing difficult situations and find solutions to satisfy the clients, all solutions given are in line with the company’s standards and procedures
- Ensure execution of Dior’s sales policy
Service Orientation & Clienteling
a) Customer Reception/”Welcome”
- Ensure that all sales representatives welcome customers entering the store in a warm, elegant manner
- Demonstrate and ensure quality communications with all customers (in-store, on the phone or by mail)
- Personally contribute to developing special relationships of trust , obtaining recognition and loyalty with clients to the brand
b) Customer loyalty
- Support BM in maintaining a dense network of relationships in different circles with potential brand customers and opportunities to recruit new customers
- Maintain perfect knowledge of already established customers, anticipating their expectations and the selection of products that they might like to be offered
- Support the BM on the daily basis to manage and maintain the clienteling database, and ensure the team fully utilize the use of the CRM system
c) Event & Show
- Support & Organize clients’ invitations to key image event, in store events or Trunk shows
In subordination to the BM, support given to the Recruitment, Retention and development of the team
a) Participate in the recruitment of team members
b) Organize and monitor the integration of new team member and provide them with training
c) Management
- Guarantee the team’s presentation: body language, verbal communication and behavior while respecting Dior’s practice (wearing of uniform, makeup, hair style, observance of zoning)
- Define and control the distribution of tasks and assignments within the team
- Implement and monitor work schedules for daily activities and proper store presentation in order to ensure an optimal balance between resources and store traffic
d) Development and Retention
- Assist BM to define objectives and priorities according action plan and KPIs (individually and collectively)
- Ensure regular performance evaluations are done, with a focus on action plan delivery
- Encourage and initiate communication of information with BM and the Team
- Hold daily briefings in order to convey energy and help focus teams on objectives and targets
- Observe teams in the field and organize regular sales representative coaching sessions
- Identify training needs and enroll teams in different training modules accordingly
- Monitor acquisition of knowledge and techniques as well as changes in behavior, refocusing teams if necessary
- Actively support team members’ development and give constructive feedback and evaluations to the BM
Ensure an effective store management with all operation standards are aligned with the brand
- Ensure proper maintenance and usage of the physical property. Value the boutique architecture and decoration to internal and external personnel
- Use appropriate procedures for different transactions or problems requiring attention, according to the implementation requirement and procedures of the system. Provide related training, delegation and supervision to the team. ( I don’t understand this paragraph, amend the version to : Ensure that all boutique Admin ( Finance & Accounting ) aspect are all in line with the company procedures and guidelines, provide relevant training if necessary. )
- Guarantee optimal inventory organization and tidy storage conditions, organize regular cycle inventory counts to ensure healthy storage (These counts must be planned in advance to include all product categories: high value pieces including furs, exotic bags, timepieces, high jewelry must be counted every week; other products should be counted within a month for the stores having less than 10,000 pieces in stock, within a quarter for the stores exceeding 10,000 pieces in stock), and ensure damage goods are controlled and managed
- Ensure the proper application of cash desk procedures as well as legal, fiscal and customs regulations
Effective communication and cooperation with the direct report and all other HQ functions
- Consolidate and analyze boutique reports and give timely relevant feedback to the BM
- Analyze and communicate POS data, competitor information etc…
- Keep the team up to date with the latest directions and focus given by the BM
KEY COMPETENCY & REQUIREMENTS
- 2 years in luxury retail experience as Assistant Boutique Manager
- Strong interpersonal skill & people management skill
- Distinctive service & customer sense
- Good business sense & fashion sense
