Boutique Manager

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.