BOUTIQUE MANAGER

Job duties: 

Lead your team to the best client-centric approach while optimizing operations and costs, thereby developing the Boutique’s sales and profitability. 

Responsibilities:

1. Build and maintain a top-class boutique team

2. Expand the client-centric culture, to maximize client acquisition, retention and development, ensuring the Team consistently uses client engagement verbiage and/or strategies directed by upper management. 

3. Meet or exceed the annual boutique sales objectives

4. Optimize boutique operation processes, to ensure safety, accuracy and efficiency: product ordering, inventory, payment processing

DETAIL OF RESPONSIBILITIES

1. Team Leadership & Development

• Recruit, train, and motivate the sales team to deliver premium service and uphold luxury standards.
• Conduct regular briefings, performance reviews, and coaching sessions to foster growth and maintain high service levels.
• Manage staff schedules for optimal coverage and a positive atmosphere.
• Ensure compliance with company policies and maintain clear communication both upward and downward.
• Work with upper management and HR team to initiate PIPs where needed, for corrective coaching, and ensure follow through with coaching and documentation
• Be a conduit of Communication both upward towards management to make sure issues, to ideas for improvement etc. are well communicated and downwards to make sure promotions, product launches, HR communication etc. reaches everyone applicable
• Ensure your team’s security, well-being and motivation are optimal

1. Store Cleanliness & Organization

• Ensure the boutique is always clean, tidy, and welcoming, reflecting the brand’s high standards.

• Organize regular checks for cleanliness and order (floors, windows, displays, storage areas).

• Encourage all team members to actively maintain the boutique’s environment.

• Apply and regularly verify all safety and hygiene procedures to guarantee a safe and healthy space

1. Expand the client-centric culture, to maximize client acquisition, retention and development

• Warmly welcome every client and share the unique story behind our exceptional chocolates.

• Handle client requests, feedback, and complaints with empathy and professionalism.

• Create a memorable and personalized boutique experience for every visitor.

• Provide impeccable service, showcasing the quality and craftsmanship of our chocolate collection.

• Exceed sales targets and build lasting customer loyalty through tailored recommendations and memorable interactions.

• Ensure your team’s product & brand knowledge is maximized

1. Brand Representation & Corporate Sales

• Act as a brand ambassador, initiating relationships with clients and partner businesses.

• Serve as the key contact between the boutique and the Corporate Sales team for bulk orders and bespoke gifting solutions.

• Identify and relay corporate sales opportunities, sharing leads and facilitating introductions.

1.  Inventory & Stock Management

• Monitor inventory levels and manage replenishments to meet customer demand.

• Conduct accurate daily, weekly, and monthly stock counts, planning proactively for seasonal peaks.

• Collaborate with Pastry and Supply Chain teams to ensure product freshness and minimize waste.

1.  Merchandising & Seasonal Planning

• Oversee visual merchandising to create an inviting, sophisticated environment aligned with the brand’s image.

• Adapt displays to highlight seasonal collections, special launches, and limited editions.

• Plan and execute seasonal transitions to maximize commercial impact.

• Ensure your team is appropriately sized for each season

1. Market Awareness & Business Insight

• Monitor market trends and competitor activity to keep the boutique competitive and engaging.

• Share insights and feedback with management to inform product assortment and promotional activities.

KPIs: Security visits goal, monthly sales, NPS score, number of tickets, average basket, loyalty program

Key skills: Leadership, client-facing excellence, luxury sales/selling strategies, team management, written and verbal communication, risk anticipation, passion for chocolate and gastronomy, ability to rigorously follow processes, team spirit/engagement.

Direct reports: Assistant Boutique Manager, Supervisors, and Sales Associates

Reports to: Retail Manager