Boutique Manager

As a Store Manager, you will lead and support all activities to achieve the store business objectives, demonstrating an unsurpassed service culture. You will perform with high integrity in operations, loss prevention compliance, human resources management, as well as in visual merchandising presentation. You will be a dynamic and inspiring leader who has a strong background in relationship building skills, with both external and internal clients. As the Store Manager, you will represent the brand as an Outhouse Ambassador by promoting the values and ambitions of the brand within the marketplace.

As a manager you will assist in building and maintaining the client portfolio by contributing to improving the collective and individual performance of the store teams in relation to all CRM and KPIs. This, by coaching and following up with Team members, in setting and achieving challenging objectives for each of the steps in the clienting process: data capture, contact ability, prospecting, client outreach, re-purchase, and top tier client engagement and retention.

Key Accountabilities

Business Leader

• Drive and maximize sales performance to consistently achieve the overall sales budget objectives while ensuring operational integrity and monitoring monthly profitability.
• Analyze monthly store performance and reporting current trends to cover every aspect of the business including competitor performance.
• Demonstrate sales leadership by playing an active role on the sales floor through customer engagement with top clients, ensuring the highest level of customer service is provided and annual mystery shop goals are met.
• Manage and support stock levels through direct communication with key business departments to maximize full price selling, maintaining a high sell through as well as alignment with new product launches.
• Train and communicate current collection knowledge to all associates to ensure the team is fully educated on brand pillars and season strategy and partner with the appropriate internal departments for product support.
• Communicate company set KPI’s and identify strategies to ensure performance standards are met.

Performance and Talent Management

• Conduct monthly coaching/counseling sessions with associates to review performance and provide constructive, timely feedback.
• Oversee performance check in process for all store employees and establish goals.
• Identify and create action plans, building development plans for all employees.
• Attract, recruit, and retain a high performing team and build a talent pipeline through networking and competitive shopping.
• Ensure a consistent and branded onboarding experience for all new hires.
• Manage the allocation of staff resources and scheduling to effectively drive sales and ensure an elevated level of customer service.
• Partner with Market Director and Human Resources People Partner for all employee relations issues to ensure effective resolution.

Client Development:

• Manage the achievement of business objectives, by utilizing a top client strategy to retain and develop high potential clients.
• Promote brand awareness, establish market/store presence, and capture competitive market share through community outreach and company sponsored events.
• Lead the team on executing superior customer service and after sales experience to increase and retain customer loyalty.
• Ensure the development, implementation, and execution of company CRM initiatives by providing action plans to the team.
• Monitor monthly CRM database reporting to ensure the capture of meaningful customer data for the purpose of building relationships to personalize future client development opportunities.

Launches and lead the execution of Clientele initiative in store.

• Implement and develop a clientele mindset among Team Managers by constantly promoting the clientele activity /culture and monitoring of performances.
• Make sure all the clientele programs, tools and Functionalities, are implemented, understood and followed by all team members closely with KPI objective for result checking.
• Proactively develop and implement in-store programs to stimulate clientele awareness.
• Work closely with Team Managers and FCs to select the right client profiles for local and global clients’ activations in-store and off-site.
• Achieve the clientele KPI targets (ie: data capture, contact ability, prospecting, client outreach, re-purchase, top tier client engagement and retention)
• Be a brand ambassador on the floor and lead by example on all clientele aspects from welcoming clients to entertaining clients during in-store and off-site events.
• Ensure the full use of the Team Managers and CAs and ensure the completion.
• Work closely with the Team, facilitating communication flows, delivering actions and feedback on time.

Recruit New Clients within and outside of the store.

· Focus on prospect conversion using all available assets.

· Provide training, motivation and coaching to sales staffs to upgrade their clientele skill, calling techniques, and client service standard including grooming.

· Develop multi-sourced new client development initiatives/ activities to ensure on-going clientele activity development.’

Retain and develop the existing clients.

· Constantly monitor and coach CA on data collection and enrichment: tool usage and related ceremony

· Highlight the importance of customer retention and being a service centric destination through role play and morning briefing.

· Proactively support Team Managers and FCs to build relationship and gain customer understanding to facilitate repurchase and retention.

· Inspire FCs to implement personalized initiatives on client interests.

· Implement annual client action plan according to corporate guidelines.

Operations

• Collaborate with Operations, Human Resources, Loss Prevention, etc. while adhering to and enforcing all company policies and procedures.
• Monitor store expenses and maintain store operating budget while aiming to reduce overall cost.
• Ensure timely submission of accounts payable invoices and cash disbursement polices.
• Comply with all Loss Prevention quarterly self-audits, monthly cycle counts, incident reporting and monthly inventory reconciliations to ensure annual inventory shrinkage is below company target.
• Oversee the processing of daily incoming and outbound merchandise requests and shipments.
• Provide accurate monthly schedules by analyzing peak hours to ensure adequate floor coverage and timely submission of payroll records for all employees.
• Support and maintain visual merchandising standards set by the Worldwide headquarters.
• Maintain full organization of company assets per the back of house and front of house guidelines provided by headquarters.
• Maintain the borrow log and consignment program ensuring that it is current and adheres with company policy and procedures.

Key Requirements

• Minimum of 6-7 years of sales management experience in retail, luxury retail, or service-related industry.
• Deep knowledge and understanding of Luxury Business, customers, competitors and products
• Team/people management
• Problem Solving, Proactivity and Empathy
• Bachelor’s Degree in a related field is preferred.
• Ability to analyze selling reports, identify business trends, and react quickly to the needs of the business.
• Proven ability to drive positive customer experiences that build loyalty and deliver measurable results.
• Ability to manage competing priorities in a fast-paced environment.
• Proficiency with Microsoft Office software including Word, Excel, PowerPoint, Outlook.
• Industry awareness and strong business acumen.
• Strong verbal and written communication skills and excellent organizational skills.
• Passion for the Fashion Industry.
• Flexibility to work a retail schedule which will include evenings, weekends, and holidays.

Key Pillars for Ways of Working

• Execute the mission of the role with a Radically Client-Centric mindset.
• Be Relentlessly Creative and approach challenges with an innovative mindset.
• Demonstrate that Everyone is an Owner through thoughts, actions, and behaviors.