Job Purpose

To lead the Longines Boutique in achieving sales excellence, delivering exceptional client experiences, and maintaining the brand's reputation and standards. The Boutique Manager is responsible for driving commercial performance, developing client relationships, leading the boutique team, and ensuring operational excellence while representing the heritage, elegance, and values of Longines.

Key Responsibilities

1. Sales & Business Performance

Achieve and exceed boutique sales targets, KPIs, and profitability objectives.
Monitor sales performance, conversion rates, average transaction value (ATV), and units per transaction (UPT).
Analyze sales reports, market trends, and customer insights to identify growth opportunities.
Develop and execute action plans to maximize boutique performance.
Ensure achievement of all commercial objectives and business targets.
Drive client acquisition and customer retention initiatives.

2. Client Experience & Client Development

Ensure delivery of exceptional customer experiences across all client touchpoints.
Promote Longines heritage, craftsmanship, collections, and brand values.
Develop and maintain relationships with VIP and loyal customers.
Lead CRM and clienteling activities to strengthen customer loyalty.
Ensure effective follow-up on customer inquiries and after-sales service requests.
Support boutique events and customer engagement activities.

3. Team Leadership & Development

Lead, coach, motivate, and develop the boutique team.
Conduct regular performance reviews, coaching sessions, and development discussions.
Monitor team productivity and sales performance.
Support recruitment, onboarding, and training activities.
Foster a culture of accountability, teamwork, and service excellence.
Ensure succession planning and talent development within the boutique.

4. Boutique Operations & Compliance

Oversee daily boutique operations, inventory management, cash handling, and reporting activities.
Ensure compliance with company policies, security procedures, and brand standards.
Monitor stock levels, replenishments, transfers, and inventory accuracy.
Ensure proper scheduling and staffing coverage during operating hours.
Maintain boutique security, asset protection, and operational controls.
Ensure timely resolution of operational and maintenance issues.

5. Visual Merchandising & Brand Standards

Ensure execution of Longines visual merchandising guidelines.
Maintain boutique presentation, cleanliness, and professional appearance.
Support product launches, marketing campaigns, and promotional activities.
Ensure all displays consistently reflect brand standards and commercial priorities.

6. Reporting & Business Planning

Prepare and review boutique performance reports.
Analyze KPIs and identify improvement opportunities.
Provide regular business updates to the Brand Manager.
Support budgeting, forecasting, and sales planning activities.
Recommend initiatives to improve operational efficiency and sales performance.

Key Performance Indicators (KPIs)

Commercial Performance

Boutique Sales Achievement (%)
Sales Growth (%)
Conversion Rate
Average Transaction Value (ATV)
Units Per Transaction (UPT)

Client Development

New Client Acquisition
CRM Data Completeness
Repeat Customer Rate
VIP Client Retention
Client Follow-Up Completion Rate

Team Performance

Team Sales Achievement
Employee Retention
Training Completion Rate
Performance Review Completion

Operational Excellence

Inventory Accuracy
Audit Compliance Score
Boutique Standards Compliance
Reporting Accuracy
Stock Loss Prevention

Customer Experience

Customer Satisfaction Score
Mystery Shopper Results
Service Quality Compliance
Customer Complaint Resolution

Authority & Decision Making

Manage daily boutique operations and team activities.
Allocate responsibilities and resources within the boutique.
Recommend recruitment, promotion, and development actions.
Approve operational decisions within delegated authority.
Escalate exceptional commercial decisions according to company policy.
Lead corrective actions related to sales, operations, and customer experience.

Qualifications & Experience

Bachelor's Degree in Business, Management, Marketing, or related field preferred.
Minimum 8 years of retail experience with proven leadership success.
Luxury retail, watches, jewelry, or premium retail experience preferred.
Strong leadership, communication, and people management skills.
Strong commercial awareness and sales management capabilities.
Experience with retail systems and Microsoft Office applications.
Fluent in English; Arabic preferred.

Competencies

Leadership Competencies

Team Leadership
Coaching & Development
Decision Making
Accountability
Performance Management

Commercial Competencies

Sales Management
Business Development
Customer Relationship Management
Clienteling
Commercial Awareness

Operational Competencies

Retail Operations
Inventory Management
Compliance & Controls
Business Reporting
Problem Solving

Working Relationships

Internal

Brand Manager
Assistant Boutique Manager
Sales Associates
Marketing Team
Finance Team
HR Team
Logistics Team

External

Customers
VIP Clients
Mall Management
Brand Representatives
Service Providers

Key Challenges

Achieving sales targets in a competitive luxury retail market.
Building long-term customer loyalty and retention.
Balancing commercial performance with customer experience excellence.
Leading and developing a high-performing retail team.
Maintaining operational excellence while driving business growth.