Since MONTBLANC revolutionized writing culture in 1906 with the first spill-proof fountain pen, we have been known for outstanding craftsmanship, highest aesthetics, and innovative solutions. And we keep pushing the boundaries. We combine the best of tradition, technology and design in writing instruments, watches, leather goods, new technologies and selected accessories. With our name and in our emblem, we embody this mission: to implement bold ideas with outstanding craftsmanship and create refined products for people with highest expectations. In doing so, we are at the forefront of technology and design, drawing on the passion of more than 3,000 employees and living a culture that - like our products - inspires people to unleash their potential, to thrive and to achieve.
POSITION SUMMARY
Manages all aspects of the boutique in line with the commercial strategy approved by the management, and always within standards of image and services worldwide.
Achieves sales, service & operational KPIs
Understands the market; adapts to market changes and incorporates information to develop sales planning with Retail Director
Assumes leadership role and strengthens retention through effective communication, on-going effective staff training and awareness of staff morale and career development
Promotes broad understanding of the business relevance of CRM
Main Responsibilities
Brand Passion
Acts as Maison ambassador; demonstrates and encourages enthusiasm and excitement for the brand, the history, and the culture
Coaches team on adhering to the brand guidelines; ensures team members to act as ambassadors to deliver the brand image to every Client.
Demonstrates the luxury selling culture within the team
Maintains in-depth product knowledge, instructs and shares product information to the team to optimize sales strategies
Leadership
Provides instructions and directions for the team in alignment with the business plan
Motivates team for goal achieving: create a positive work environment, empower the team, encourage innovative solutions, creates sense of team spirit and commitment to the Maison
Identifies individual strengths and development areas for future development and growth and effective succession, and provide proper support
Organizes the team in an efficient manner according to business needs and delegate responsibility with clear expectations
Provides regular feedback and supports team members with consistent coaching, identifies their development and training needs
Supports and fosters On-Boarding Process
Identifies steps to reduce staff turnover rate and strengthens retention by smooth integration of new joiners and by emphasizing awareness of people and career development; anticipates potential leave risks for top talent; retain top talents
Sales
Achieves sales goals, translates strategic and business goals into concrete and individual actions and objectives
Monitors business and market trends, cooperate with Retail Director to develops a selling strategy in his/her boutique based on market trends, different selling opportunities and sales objectives
Models expert understanding of the luxury selling culture and coaches the team to effectively apply all principles; be an active manager on the sales floor; constantly communicates on boutique sales goals
Ensures business opportunities are maximized through efficient sales floor management, being a visible presence and support as well as ensuring standards are achieved
Understands competitors’ products and differentiates products in competitive selling situations; coach the team on how to sell products versus the competition in order to uplift conversion rate
Maximize the potential of all product categories carried in the store, capitalizes on all available supports (visual merchandising, training, clienteling, events, office team…) and fosters synergies between categories
Gathers and provides customer feedback to management team for future business planning
Customer Service & CRM
Establish a Client-centric mindset in the team, motivate and lead them to achieve Services & CRM KPIs
Promotes clienteling as a daily activity; ensures the team to collect qualitative data and coach them to establish trust and strong business relationships
Ensures the team provides excellent service to each individual entering the boutique, in line with standards of customer service
Builds a loyal Clientele, leverages all clienteling tools to ensure the highest level of customer experience and achieve repurchase objectives
Leads by example on the floor, understand the clients’ needs, identify potential areas of improvement
Actively participates in appropriate local networking and community events to capture prospects
Always back-up their team in case of customer complaints; can handle communication with complaining customer in a confident way, uses the opportunity to build a long-term relationships
Boutique Operations and Administration
Implements brand guidelines and shares best practices
Demonstrates and controls all operational processes; maintains accurate documentation and coaches associates
Proactively controls the inventory, assures the consistency, correctness and appropriateness of the stock at any time. Manages inventories in a pro-active way in order to optimize the sales while keeping a financially healthy stock level
Maximizes sales opportunity through perfect merchandising execution and dynamic display. Ensures boutique visibility and environment align with brand standards
Understands and communicates policies, standards and procedures and ensures properly executed
Monitors store controllable expenses, supervises loss, assets protection and risk management and be accountable for inventory management
Ensures proper maintenance, keeps up the boutique in excellent states at all times
Candidate Profile
Tertiary educated with minimum 5 years sales and management experience in luxury retail, preferably with sales background in accessories and watches
Good command of Cantonese, English and Mandarin. Other languages are advantageous
Excellent selling, customer service and clienteling skills, having relationships and networks are advantageous
Sincere, warm and pleasant, strong brand integrity, and adaptable to changes
Strong leadership with people management skill, able to motivate, develop and cultivate a team
Proactive, organized, multi-tasking, strong analytical and problem solving skills and highly adaptable to dynamic environment
Computer knowledge in Word, Excel and PowerPoint
Good leadership with ability to coach and motivate sales team to achieve sales target