The Head of Boutique plays a vital role in the WFJ division and is our Brand Advocate who is responsible for executing the Chanel difference in the boutique and demonstrating Retail Leadership. He or She acts as a business partner to bridge the needs in the boutique and office.

Leadership and Management
• Ensure team is motivated and understands Chanel vision and mission. Consistently lead the team with high quality examples / role modeling.
• Identify and implement ways to empower and inspire team to surpass the expectations of customers in order to achieve engagement and business results.
• Work closely with fashion leadership team to build one house client experience and journey. Enhance collaborations and provide concrete action plans to cascade down to both division’s sales teams. Collaborate with Fashion Boutique leaders to ensure that there is a consistent management of common customers between WFJ and Fashion, recruit new potential customers from Fashion, ensure good synergy and remove barriers for both teams.

Build a Client-centric Boutique team
• Champion customer engagement so as to develop long lasting relationships with key customers. Have a thorough and personalized understanding of every VIP Clients’ needs and expectations.
• Set high standards in all aspects of customer service and ensure that the team upholds these standards consistently to all customers.
• Ensure customer service, after sales service, complaints and / or merchandise complaints are handled effectively and according to guidelines.
• Capture and ensure CEM data is kept up-to-date. Share consumer insight, competitor activity to WFJ management.
High Jewellery Responsibility
• Prepare events and ensure the team is perfectly engaged trained and motivated to maximize client engagements and sales opportunities.

KPI management
• Drive sales on a daily / weekly / monthly basis for the team. Analyze variance against sales targets and take appropriate action. Recommend incentive schemes to maximize service and sales performance.
• Liaise closely with WFJ Management to ensure that the assortment and stock are at optimal levels to achieve targeted sales.
Operations Management
• Enforce procedures to prevent theft / fraud in boutique and ensure staff is effective deterrents to thefts / security breaches.
• Ensure that client data is properly secured and handled.
• Ensure all operational procedures regarding sales, discounts, transfers, stock adjustments, after sales service and all policies are followed.
• Liaise with other boutiques and warehouse to ensure a smooth and accurate transfer of stock when required.
• Ensure follow through for all service and repair of timepieces and jewelry.
• Form close partnerships with Fashion, within WFJ (VM, Marketing, Product, PR, Training) and relevant divisions (IT, Finance, ODHR, Logistics, Communications) in order to best execute and achieve business objective.
Uphold the image of the Brand (VM Merchandising +BTQ Maintenance +Grooming)
• Acts as a Brand ambassador on and off the boutique floor.
• Ensures window and in-boutique displays consistently reflect the essence of the WFJ collections and the Chanel image. Works in collaboration with local VM to ensure that VM is at all times irreproachable, eye-catching and enhancing for the products displayed.

Person Specifications
• At least 5 years experience in managing a team of 5+ members
• Retail management background is a must. WFJ understanding a plus.
• Strong Leadership & Management Skills
• Excellent Client Engagement and Experiences mindset

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.