Boutique Manager

MISSION

The IWC Boutique Manager is responsible of leading all activities to achieve business objectives and to build a supreme service culture. He/She will be an inspiring leader with high passion in networking and community building. He/She can run the business in a self-dependent way performing high integrity. He/She can drive and manage the boutique sales, staff, clients and operations. The IWC Boutique Manager will play a critical role in the organization and representation of the brand by promoting its values within the market.

Key Responsibilities
Business Performance & Operations

• Drive performance to consistently achieve sales targets and KPIs, maximize business profitability
• Analyze performance to identify business needs and turn them into individual actions and objectives
• Lead the team to successfully implement and achieve business growth in new retail channels
• Ensure operations comply with company policy while consistently improving the functioning of the boutique.
• Maintain boutique image according to the brand's standards
• Build and maintain strong collaboration with stakeholders as well as office team

Client Experience & Development

• Demonstrate leadership by playing an active role inside and outside the boutique through hosting clients, and ensure best personalized client experience is provided
• Lead the team to host clients with the ability to establish strong relationships
• Execute service excellence to increase client satisfaction and retain customer loyalty
• Establish brand and boutique presence in the market, propose local events through continuous networking, capture competitive market share through community outreach
• Influence team to strengthen Client Relationship Management (CRM) mindset, utilize CRM tools and analysis to enhance client experience
• Manage client database by applying IWC's guidelines

People Development

• Identify and recruit new talents, compose and retain a high performing team
• Lead by example demonstrating passion towards IWC, know our brand's products, mission and value
• Conduct in-store training, coaching and daily briefs
• Build individual objectives and development plans
• Conduct one-to-one coaching sessions to review performance and provide constructive feedback
• Oversee annual review process for boutique staff, assess team and individual performances

PROFILE

• Strong entrepreneurial spirit, leadership skills and sales skills
• Excellent communicator who is passionate in building relationship and networking, with strong social skills
• High emotional intelligence and general education
• Ability to positively lead, coach and develop talents / team members from different backgrounds
• Ability to analyze selling reports, identify business trends, and react quickly to the needs of the business
• Strong sense for client satisfaction, luxury experience, etiquette and human behavior
• Manifest customer centricity mindset in all aspects of the business
• Open and outgoing personality
• Team player with good interpersonal competences and empathy
• Fluent in English and ideally one more relevant tourist language
• 4-5 years of boutique management experience or equivalent experience in hospitality
• Applicants with background in luxury retail or hospitality preferred

We Offer – Canada
Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include company sponsored health, dental, drug, and vision programs. The company offers income protection solutions including life insurance, disability benefits, and the RRSP program with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a maternity leave top-up program, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Accommodation will be made for applicants with disabilities during the recruitment process in accordance with applicable laws. Please contact us to request accommodation.

Expected Salary Range: $90,000 - $110,000. Salary will be determined based on relevant skills and experience.

At Richemont, We Craft the Future