We are currently seeking a Branch Manager to lead one of our boutiques and play a key role in driving commercial success while upholding the highest standards of customer service and brand excellence. The Branch Manager is responsible for leading all boutique operations, driving sales performance, team engagement, and customer service excellence. The role ensures full compliance with Patchi's brand standards, visual merchandising guidelines, and operational procedures to deliver a seamless and profitable boutique experience.
Main Responsibilities
Leadership & Team Management
- Lead, motivate, and manage a high-performing boutique team to ensure operational efficiency and achievement of business objectives.
- Supervise sales assistants, designers, cashiers, assistant managers, and other boutique staff.
- Conduct regular team meetings, training sessions, and performance evaluations.
- Set clear performance expectations and support employee development and engagement.
- Manage staff scheduling, attendance, and daily task delegation.
- Develop and maintain succession plans to ensure leadership continuity and team growth.
Sales & Customer Service Excellence
- Drive the boutique to achieve and exceed monthly sales targets and KPIs.
- Ensure the consistent delivery of premium, personalized customer service.
- Manage VIP clients and handle complex customer concerns with professionalism and discretion.
- Implement initiatives to increase footfall, conversion rate, and average basket value.
- Develop and maintain customer databases, including VIP and non-VIP clients, to encourage loyalty and repeat business.
- Resolve customer complaints promptly by investigating issues, proposing solutions, and escalating when required.
- Coach and develop team members to enhance sales techniques and customer engagement.
Operations & Inventory Management
- Oversee daily boutique operations, including inventory control, ordering, and loss prevention.
- Ensure products are stored, displayed, and handled in compliance with food safety regulations and brand standards.
- Monitor product expiry dates and coordinate with designers to maintain gift arrangement quality.
- Maintain cleanliness, organization, and efficiency of all back-of-house areas.
- Ensure accountability for stock, equipment, and all boutique assets in line with company policies.
Visual Merchandising & Brand Compliance
- Maintain boutique and back-of-house appearance in line with Patchi's luxury brand standards.
- Ensure execution of seasonal displays, planograms, and product arrangements as per guidelines.
- Coordinate with Marketing and Visual Merchandising teams for in-store activations, product launches, and promotional campaigns.
Reporting & Administration
- Prepare and submit sales, inventory, and staff performance reports to management.
- Maintain accurate boutique documentation, including cash handling records, petty cash logs, and audit checklists.
- Coordinate with Head Office and suppliers regarding boutique requirements and feedback.
- Provide regular operational and commercial performance reports to line management and senior leadership.
Market Awareness
- Monitor competitors and market trends, including pricing, new products, merchandising techniques, and customer expectations.
- Maintain professional and technical knowledge through continuous learning and company-provided training programs.
Experience & Education
- Bachelor's degree in Business, Retail, Hospitality, or a related field is preferred.
- Minimum 710 years of retail experience, ideally within FMCG, hospitality, or food & beverage retail, with at least 2 years in a supervisory or managerial role.
- Previous experience in premium or luxury F&B / chocolate retail is a strong advantage.
- Strong English communication skills; Arabic and/or French is a plus.
- Proficiency in POS systems, reporting tools, and MS Office applications (Excel, PowerPoint).
