Boutique Supervisor

Your mission: You will become a Brand Ambassador of Buccellati Maison in the Boutique as well as at external events, and you will be responsible for delivering a unique client experience by sharing memorable inspiring moments. You will foster trusted relationships with clients all along the journey with the Maison. You will contribute in developing a deep understanding and knowledge of the Maison to convey its brand DNA, recognizable craftmanship and innovation in all its creations. You will be part of a team, transmitting and sharing knowledge with the other team members, actively participating in the day-to-day boutique life.

Key Responsibilities:

Sales performance & customer service:

• Contribute to the boutique achieving its sales targets

• Provide clients with the utmost level of customer service in accordance with the Maison standards

• Perfectly master the steps of a sale (welcome, discover and understand, convince, close and develop)

• Ensure that all sales are processed in accordance with required procedures using the systems provided

• Cultivate strong client relationships, delivering outstanding client service and treatment; providing a friendly environment which includes greeting and acknowledging every customer, maintaining outstanding standards and solid product knowledge

• Adapt approach according to the client needs and motivations

• Assist and support after sales clients in accordance with Maison values; provide recommendations that will grant an exceptional client experience

Stock management and merchandising:

• Provide feedback in processing and replenishing merchandise; participate in receiving and monitoring floor stock

• Actively participate in the visual merchandising of the Boutique implementing required guidelines. Assist in floor moves, merchandising, display maintenance, and store housekeeping, including cleaning the products and displays

• Assist in the inventory process, including but not limited to stock counting and special projects as needed

• Assist in completing prices changes within the Boutique when required

Boutique operations and cash management:

• Accurately and efficiently complete all sales transactions and maintain proper cash records at the Boutique’s register

• Master the process of opening and closing of the boutique

• Adhere to all Company policies, procedures and practices

• Implement discounts and gratuities under supervision of Boutique manager

• Comply with all safety regulations and Boutique operational procedures including security

1. Product knowledge & sales techniques:

• Maintain an awareness of all product knowledge information

• Learns about the creations and the products, transmitting the passion and values of the Maison

• Master the Brand's sales techniques as per training received

• Attendance to required training

• Assist clients with their returns and queries ensuring that brand image is enhanced and clients expectations are met

1. Presentation & visibility:

• Maintain boutique tidiness, decoration and visual merchandising in line with the visual merchandising guidelines

• Report maintenance issues to the Boutique Manager

• Represent the Brand by wearing the appropriate provided uniform

• Represent the Brand instore and at local events under the direction of Boutique Manager

1. Client Relationships:

• Cultivate strong relationships and develop client loyalty

• Efficiently develop the client portfolio and share actions with the Boutique Manager

• Execute targeted CRM actions

• Resolve customer complaints and escalate to management when necessary

1. People Management

• Motivate the frontline staff to maintain the team’s stability, morale and customer service standard

• Proactively provide compliment or coaching to sales associates on their successes and challenges and ensure proper follow-through on follow up actions.

• Act as a second in-charge; Provide salesfloor leadership to team members, including planning salesfloor coverage and making decisions to maintain efficiency and effectiveness of salesfloor operations

Required Experience:

• At least 5 - 8 years of previous experience in luxury retail, services or luxury hospitality environment

Technical Skills:

• Ability to work in a fast-paced retail store environment

• Computer and internet Savvy

• MS Office experience required

Personal Skills/Abilities:

• Fluency in English and Chinese;

• Excellent interpersonal and communication skills are required;

• Confidence in handling high-value transactions;

• Well established VIP customers portfolio;

• Track record of high levels sales;

• Strong understanding of Customer Service needs and Customer (internal and external) priorities

• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision

• Self-Starter with Team-Player approach

• Must be available to work retail hours including in the evenings, during weekends and to travel for trainings, client events, conferences