A master in the Art of Fusion, respecting the tradition and creative vision of the 21st century, Swiss watchmaker Hublot places innovation at the heart of its growth strategy. Driven by a young spirit, resolutely looking to the future, Hublot's teams are constantly looking for innovative concepts, which is Hublot’s trademark. Beyond the development of major watchmaking complications, Hublot is associated with the biggest names in the world of sport, through collaborations with FIFA, UEFA, Kylian Mbappé, Usain Bolt, Novak Djokovic and many more. Hublot touches on many varied fields including music - with the famous virtuoso pianist Lang Lang as well as DJ Snake - and art with Takashi Murakami or Sang Bleu, among others.
The Boutique Director will play a key role in the success of the Hublot Boutique by managing the team and leading it to success, focusing on networking, clienteling and ensuring that all boutique operations and management policies and procedures established by the company are followed. The position will ensure that monthly goals are reached as budgeted, will drive the highest level of customer service and build external relations with vendors and partners.
The Boutique Director will be the main point of contact and internal reference for each local market were the boutique is located. This person will also be a support for Hublot North America in the logistic of installation and preparation of the opening, renovation of the boutique when applicable.
Sales
- Ensure Annual sales targets are achieved by training and supporting the sales team in all aspects of customer service
- Establish individual and collective goals for the team
- Analyze reports and data in order to provide innovative ideas on how to develop and grow the sales and business locally
- Ensure the integrity of the brand in the boutique according to Hublot standards
- Ensure daily display follows Hublot guidelines and rotation on a regular basis
- Keep team focused on financial targets of the boutique, including sales, discounts and inventory
Customer Service
- Provide the highest level of customer service and demonstrate leadership in all areas of negotiation, client satisfaction and after-sales service
- Develop and manage personally VIP clients in specific situations to ensure an exceptional customer service is provided
- Support sales team on the floor when needed and manage difficult and complex situations with clients
- Ensure highest level of after-sales service by following up with After-sales department and keep constant communication with end client
- CRM: ensure customer database is up to date and provide necessary information as well as propose customer service strategy on key local and VIP clients
- Back-office and Boutique operations
- Weekly reporting on boutique sales and operations
- Manage inventory, stock orders and provide necessary feedback on inventory mix
- Manage logistics of returns and after-sales inventory
- Manage boutique annual budget, keep back office stock always replenished
- Ensure maintenance of the boutique and work with internal and external vendors (security agency, cleaning company, mall management team, phone and internet vendors…)
- Implement and maintain all merchandising displays and ensure effective merchandising strategies
- Communicate with Hublot North America and Swiss headquarters on various enquiries
- Ensure adherence to all company policies & procedures regarding operations of the boutiques, systems
- Events, activations, networking
- Work with marketing team on creating and implementing annual event plan based on local market specificities
- Support Event team on all logistic of boutique events organized by the brand
- Advise Marketing Team on local advertising strategy
- Ensure boutique Instagram account is updated following the HQ guidelines
- Participate and encourage team to participate to local networking events to build relationship, create new opportunities and develop business
- Management
- Recruit, onboard, train and develop the team of Sales Associate and for some boutiques Assistant director
- Provide trainings on a regular basis to enhance product knowledge and sales techniques in order to maximize sales and provide exceptional selling ceremony to each customer
- Manage staff scheduling, payroll, ensure all company handbook policies and procedures are followed
- Provide mentoring to Sales Associates on the floor in customer service and relationship as well as ensuring that all Retail guidelines, policies & procedure of the company are followed
- Manage any and all employee’ issues and concerns and partner with HR when needed
Qualifications
