Head of Boutique, WFJ Kaohsiung Boutique

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• Ensure team is motivated and understands Chanel vision and mission. Consistently lead the team with high quality examples / role modeling.
• Identify and implement ways to empower and inspire team to surpass the expectations of customers in order to achieve engagement and business results.
• Work closely with fashion leadership team to build one house client experience and journey. Enhance collaborations and provide concrete action plans to cascade down to both division’s sales teams. Collaborate with Fashion Boutique leaders to ensure that there is a consistent management of common customers between WFJ and Fashion, recruit new potential customers from Fashion, ensure good synergy and remove barriers for both teams.
• Grow and develop boutique teams. Coach team members in product knowledge, customer service and sales techniques using tools and support provide in collaboration with the training department. Agree on performance standards and review performance every six month in partnership with Retail Manager.
• Work closely with HR in making hiring decisions and proactively help to find and retain talent.
  
  

• Champion customer engagement so as to develop long lasting relationships with key customers. Have a thorough and personalized understanding of every VIP Clients’ needs and expectations.
• Set high standards in all aspects of customer service and ensure that the team upholds these standards consistently to all customers.
• Ensure customer service, after sales service, complaints and / or merchandise complaints are handled effectively and according to guidelines.
• Capture and ensure CEM data is kept up-to-date. Share consumer insight, competitor activity to WFJ management.
  
  

• Prepare events and ensure the team is perfectly engaged trained and motivated to maximize client engagements and sales opportunities.
• Recruit and upgrade new customers to High Jewellery and develop High Jewellery sales in boutiques outside of HJ events periods by identifying clients’ potential and up-selling skills.
• Be knowledgeable about the Chanel High jewellery strategy and share with teams and customers about the icons, stories, collections and craftsmanship.
• Coach boutique team to increase their confidence and capabilities of selling high jewellery.
  
  

• Drive sales on a daily / weekly / monthly basis for the team. Analyze variance against sales targets and take appropriate action. Recommend incentive schemes to maximize service and sales performance.
• Liaise closely with WFJ Management to ensure that the assortment and stock are at optimal levels to achieve targeted sales.
  
  

• Enforce procedures to prevent theft / fraud in boutique and ensure staff is effective deterrents to thefts / security breaches.
• Ensure that client data is properly secured and handled.
• Ensure all operational procedures regarding sales, discounts, transfers, stock adjustments, after sales service and all policies are followed.
• Liaise with other boutiques and warehouse to ensure a smooth and accurate transfer of stock when required.
• Ensure follow through for all service and repair of timepieces and jewelry.
• Form close partnerships with Fashion, within WFJ (VM, Marketing, Product, PR, Training) and relevant divisions (IT, Finance, ODHR, Logistics, Communications) in order to best execute and achieve business objective.
  
  

• Acts as a Brand ambassador on and off the boutique floor.
• Ensures window and in-boutique displays consistently reflect the essence of the WFJ collections and the Chanel image. Works in collaboration with local VM to ensure that VM is at all times irreproachable, eye-catching and enhancing for the products displayed.
• Ensures the boutique environment is always in optimum condition from cleanliness to maintenance of furniture, fixtures and décor, including the professional image of team members and all collateral, supplies & stationery are used according to company guidelines.
  
  

• At least 5 years experience in managing a team of 5+ members
• Retail management background is a must. WFJ understanding a plus.
• Great collaborative and people oriented mindset
• Strong Leadership & Management Skills
• Excellent Client Engagement and Experiences mindset
• High Learning Agility. Dynamic and proactive personality.