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Senior Retail Area Manager

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Cartier Full time

POSITION SUMMARY

The Senior Retail Area Manager oversees the retail operations within designated boutiques, driving the team towards achieving and sustaining a leadership position in the luxury market.

This role involves consistently motivating and enhancing the professionalism of Boutique Management, ensuring they and their teams are recognized as "best in class". A critical aspect of this position is to cultivate a client-focused culture that prioritizes sales and service by sharing best practices, maintaining open communication, and fostering effective collaboration.

Additionally, the Senior Area Manager must collaborate with the Retail Director to refine the unique profiles of each boutique, developing tailored strategies that align with the overarching portfolio management goals within One Network.

The role also emphasizes the importance of experiential retail, positioning Cartier as a premier Maison and leader in the evolving landscape of Luxury New Retail.

ASPIRATION

To engage both current and future clients with the brand by delivering an unparalleled service experience, ensuring that high image standards are upheld in all boutiques, while also committing to the personal and professional growth of employees.

HIERARCHICAL REPORT

This position reports directly to the Retail Director, with a significant portion of time spent in the field.

RESPONSIBILITIES

Leadership, Management, and Development of Staff

  • Cultivates a culture of excellence within frontline teams, ensuring retail staff are engaged and performing in alignment with the Maison's vision.
  • Dedicates substantial time to the development of the Boutique Management team, guiding them to lead self-sufficient boutiques and become inspirational leaders.
  • Advises on succession planning and the development of Boutique Managers through tailored individual development plans.
  • Identifies and implements strategies to empower boutique management to exceed customer expectations.
  • Collaborates with ODHR to address retail manpower needs and assist in talent acquisition and retention.
  • Provides long-term recommendations for boutique structure evolution to meet business demands.

Building a Client-Centric Retail Team

  • Encourages Boutique Management to embrace Client Service Values.
  • Establishes high standards for client service, promoting personalized interactions.
  • Works with the Marketing Team to define client strategies based on customer trends and behaviors.

Translating Business Strategy to Boutiques

  • Provides strategic direction based on in-depth knowledge of market conditions.
  • Identifies business opportunities and market initiatives, remaining attuned to the luxury retail environment.
  • Collaborates with the Retail Director to develop strategic business plans and connect with cross-functional departments.
  • Partners with Marketing to analyze customer insights and build actionable plans.
  • Works with the Product team to align product offerings with boutique strategies.
  • Collaborates with ODHR to refine commission and incentive schemes to motivate staff.
  • Responsible for managing boutique staff productivity and cost efficiency.

Upholding Brand Image

  • Instills a culture of brand image excellence through Visual Merchandising and Staff Grooming.
  • Communicates retail needs to the Visual Merchandising team to balance image, business, and client requirements.
  • Acts as a brand ambassador, inspiring retail teams through exemplary communication and behavior.
  • Fosters positive relationships with landlords and local authorities.

Enhancing Boutique Operations Efficiency

  • Leverages support from the Retail office and other departments to improve operational processes.
  • Collaborates across teams to achieve retail excellence.
  • Ensures that standard operating procedures are consistently updated and followed.
  • Partners with Finance to review internal controls and safeguard company assets.

Required Competencies

  • Education & Qualifications: Background in Watch and Jewelry/Fashion/Retail/Luxury is advantageous. Minimum of 10 years in retail management, with at least 2 years leading a team of 30 or more. A university degree is required.
  • Specific Competencies:
    • Image and Merchandising expertise.
    • Leadership and Management skills, including strong communication abilities.
    • Client Service orientation.
    • Operations Management proficiency.
    • Business Acumen.
    • Adaptability and learning agility.
    • Team collaboration skills.
    • Language proficiency: English (mandatory); either Cantonese or Mandarin (mandatory).

Key Stakeholders & Interactions

  • Internal: Collaboration with Cartier HK office, Regional Office, HQ, Retail Office Team, ODHR, L&D, Customer Service, Supply Chain, and other relevant parties.
  • External: Engagement with landlords and clients.