Key Responsibilities:

• Uphold the Image of the Brand (VM Merchandising +BTQ Maintenance +Grooming)

• Communicates the importance of image to the boutique team, and sets a good example in “walking the talk”.
• Swiftly spots and effectively corrects and explains to the boutique team on lapses of images to prevent future recurrences.
• Conducts or appoint senior boutique staff members to conduct daily checks to ensure that window and in-boutique displays consistently reflect the essence of the seasonal line and are in accordance with the Chanel image.
• Ensures or appoint senior boutique staff members to ensure that the boutique environment is always in optimum condition from cleanliness to maintenance of furniture, fixtures and décor including the professional image of team members.
• Organizes or appoint senior boutique staff members to organize regular inspection on boutique team’s grooming.

• Manage and inspire the Boutique team

• Manages and inspires Fashion Advisors by being a role model, taking a close interest in his/her direct reports’ well-being, and actively participating in their professional development. Achieves this through spending a significant amount of time on the boutique floor observing, interacting and coaching boutique team members.
• Assist the Head of Boutique to formulate performance management objectives and appraises the Fashion Advisors formally every six months, with frequent informal interactions to identify individual strengths and/or weaknesses and develop action plans to build individual strengths and/or address individual needs.
• Deftly adapts management and communication styles in dealing with different boutique team members to achieve maximum results. Acts differently as mentor, coach, counselor depending on circumstances.
• Set up effective communication channels within the boutique team to foster open communication.

• Partner Training team and Field Trainers by following up after training sessions with team members to ensure proficiency in product knowledge, ECS and sales techniques.
• Partner and/or provide support to all “Specialists’’ positions in the boutique (including W&FJ)

• Build a Client-centric Boutique team

• Support the Head of Boutique in developing and executing a client-centric culture among the boutique team that emphasizes on client engagement and on building long lasting relationships with them.
• For Elite/High Clients:
• Work with individual boutique team members to gain a thorough and personalized understanding of every Elite and High Clients, actively planning how to attract their return visits.
• Set high standards in all aspects of customer service in consultation with the Head of Boutique and motivate the boutique team to achieve these standards via:
• Mystery Shopping results
• Effective handling of feedback
• Adhering to exchange and return guidelines
• Capturing and keeping up to date CEM data of each client.
• Assist the Head of Boutique in inculcating a positive mindset towards returns and exchanges. Understands in general the customer’s needs and expectations, and drives the boutique team members to fulfill these needs and expectations.

• Properly manage Merchandise & Inventory

• Direct or appoint senior boutique team members to direct daily opening and closing inventory count to ensure no inventory losses. Discrepancies, if they arise, must be reported in a timely manner as determined by the Boutique and/or Retail Manager.
• Supervise the Back of House team or Boutique team in-charge of Back of House to ensure that the Back of House is neat, and that stocks are managed efficiently to facilitate Front of House activities.
• Conduct or appoint senior boutique team member to conduct regular cycle count of inventories; personally conduct the annual full inventory count.
• Adhere to Company guidelines to ensure that proper controls are instituted to prevent stock losses, pilferage or damage. Monitor and perform spot checks to ensure that these controls are being followed.
• Devise a system to ensure that best sellers are continually replenished, and easily accessed in the Back of House, while flagging out slow sellers to the Boutique/Retail Manager and Product team to take further action.
• Encourage active participation from the boutique team during pre and post buy meetings, and mandate providing regular qualitative feedback on products to the Product Team.

• Effectively manage day-to-day Operations

• Rotates with Head of Boutique and/or other Deputy Head of Boutiques on shift (including weekends and public holidays) to ensure adequate supervision of boutique team on the floor.
• Design and review roster to maximize staff strength in accordance to traffic demands and trading patterns.
• Ensure all operational procedures regarding sales, discounts, transfers, stock adjustments and all policies are followed.
• Ensure daily sales and appropriate paperwork is accurately completed.
• Provide to Head of Boutique qualitative information on customer trends / demands, competitor activity and merchandise movement to Fashion Management on a regular basis.
• Attend to all day-to-day Operations issues promptly and astutely, seeking direction and guidance from the Head of Boutique as needed.

• Foster close partnerships

• Form close partnerships with W&FJ Division, and the relevant divisions (IT, Finance, ODHR, Logistics, Communications) as well as within the Fashion division (VM, Marketing, Product, PR, Training) in order to best execute and achieve business objective

Person Specifications:

Academic / Professional Qualifications

• Secondary School Graduate. University graduate a plus

Work Experience

• Fashion / retail / luxury background definitely an advantage
• Minimum 2 years experience in managing a team of no less than 5 members

Required Competencies

• Fluent in English and local language, Mandarin a plus
• Knowledge of shop operations such as stock organization, cash and credit card handling, stock count measures

Functional Competencies:

Leadership and Management

• Problem Solving Skills
• Effective Delegation Skills
• Resourceful and Curious
• Excellent Communication skills
• Leadership skills including empathy, caring, being a role model, coaching and motivating
• Strong interpersonal skill
• Team spirit/Collaborative
• Understanding and eagerness to join luxury retail

Image and Merchandising

• Presentable Appearance
• Keen Eyes for details
• Interest in fashion
• Strive for excellence/Continuous improvement

Customer Service

• MSP Score (Boutique + Individual)
• Strong Customer Service Mindset

Operations Management

• Planning & Organizing skills
• Ability to navigate matrix
• Fluent English Language skills
• Basic Computer skills

Business Acumen

• Able to gather and communicate business and markets trend.
• Able to understand and synthesize business and market intelligence
• Develop clear and challenging but achievable goals and maintain commitment to goals even in difficult situations

Learning Agility

• Innovating - Not afraid to challenge the status quo
• Performing - Remain calm in the face of difficulty
• Reflecting - Take time to reflect on their experiences
• Risking - Purposefully put themselves in challenging situations
• They are open to learning and resist the temptation to become defensive in the face of adversity

Key Interactions:

Internal

• Within Fashion and WFJ, HR, IT, CS, Finance, DC and other related parties

External

• Customers and Vendors