E-Boutique Manager

ACHIEVE SUSTAINABLE BUSINESS AMBITIONS:

• Commercial target:

  • Strategic planning and execution: Build the e-boutique vision and targeted budget along with yearly and monthly action plan to reach targets, with revision as needed

  • Sales performance and growth: Ensure e-boutique objectives achievement (monthly sales target, SLAs, clienteling reachout, pre-order and pipeline…) Monitor performance and KPIs, identifying trends and opportunities for improvement

  • Reporting: Communicate performance results and forecasts to regional and HQ Retail Performance Team on a weekly basis

  • Market intelligence and adaptability: Follow market trends, competitor activities, and customer insights to identify growth opportunities and inform strategic decision-making.

  • Maison representation and advocacy: Represent Jaeger-LeCoultre as a brand ambassador within the local community, building relationships and enhancing brand visibility through strategic partnerships and events.

• Operational excellence:

  • Compliance and risk management: Ensure proper understanding and full compliance with Group’s policies & Maison’s commercial rules. Guarantee that retail procedures are respected (selling, customer services, stock management, security…). Ensure all team is aware about latest procedures and tools capabilities.

  • Programs and system operations: understand systems and support team by escalating blocking points and open issues. Lead and support the deployment of new projects to continuously improve client satisfaction, team efficiency and business impact

  • Inventory management: Be the guarantor of consistent match between stock situation and commercial ambitions, communicating needs to Operations team and updating CRC team on product availability and allocation.

  • Communication efficiency: Develop a productive and collaborative relationship with stakeholders at Group CRC, Technical Center and Distribution Center

BUILD A PASSIONNATE AND HIGH PERFORMING TEAM:

• Inspire and motivate: Cultivate a positive and collaborative work environment that fosters team morale, passion, and productivity.

• Engagement and development: Implement strategies to enhance team engagement and motivation, fostering a culture of excellence and continuous improvement.

• Performance management and coaching: Set individual sales and qualitative targets and partner with L&D team to monitor performance though shadowing, NPS, CSAT and surveys. Conduct regular performance reviews and provide constructive feedback. Develop weekly one-to-one coaching plan for each team member to define and commit on individual action plans.

• Scheduling and resource optimization: Organize team roaster to optimize staffing levels and ensure schedule adherence for exceptional client service. Manage payroll and overtime. Effectively recruit and onboard new team members.

• Training and expertise: Address training needs and implement training programs to enhance product knowledge, sales techniques, customer service skills, and Maison storytelling.

• Team communication and collaboration: Animate the team (prepare weekly briefings & share information), fostering open communication and collaboration.

CULTIVATE LASTING CLIENT RELATIONSHIPS:

• Client relationship management: Develop and manage CRM strategies to cultivate and expand the e-boutique's client database, driving repeat business and brand loyalty. Ensure proper execution of the clienteling strategy within the boutique team.

• Elevate the client journey: Coordinate omni-channel activities, client treatment and gifting to ensure a seamless client journey.

• Personalized service: Empower the team to provide personalized and attentive service, anticipating client needs and exceeding expectations, ensuring the highest level of customer service consistent with the experience delivered in our Boutiques

• Customer service excellence: Ensure the team provides the best customer service-related activities, ensuring prompt and effective resolution of client inquiries and concerns in line with defined SLAs

• Provide support for complex customer service issues, managing escalation when needed.

WHAT ARE YOUR DRIVERS?

• Self-driven with a strong entrepreneurial spirit, and who can act in a fast-paced environment

• Strong organizational and problem-solving skills, with mastery of data analysis and reporting

• Strong team player, empathetic and passionate

• Ability to positively lead, coach and develop talents / team members from diverse backgrounds

• Passionate about creating exceptional client experiences and fostering a culture of hospitality.

• Proper sense of luxury and pay attention to details and excellence

WHAT DO YOU BRING TO THE TEAM?

• Proven experience in luxury retail management, with 4 years minimum of experience directly related to call center/customer service

• Digitally savvy with mastery of Salesforce, SAP, MS Office, Looker

• Excellent leadership and team management abilities

• Excellent communication, interpersonal, and presentation skills

• Fluency in English

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

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 medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, 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.

At Richemont, We Craft the Future!

Salary will be determined based on relevant skills and experience.