Job Description

Since 1833, driven by an unquenchable thirst for innovation and creativity, and inspired by the peaceful natural surroundings of its home in the Vallée de Joux, Jaeger-LeCoultre has been distinguished by its mastery of complications and the precision of its mechanisms. Known as the Watchmaker of Watchmakers, the Manufacture has expressed its relentlessly inventive spirit through the creation of more than 1,400 different calibres and the award of more than 430 patents. Harnessing 190 years of accumulated expertise, La Grande Maison’s watchmakers design, produce, finish and ornament the most advanced and precise mechanisms, blending passion with centuries-old savoir-faire, linking the past to the future, timeless but always up with the times. With 180 skills brought together under one roof, the Manufacture creates fine timepieces that combine technical ingenuity with aesthetic beauty and a distinctively understated sophistication.

BOUTIQUE DIRECTOR

FLAGSHIP BOUTIQUE GINZA – TOKYO - JAPAN

HOW ARE YOU MAKING AN IMPACT? 

YOU ACHIEVE SUSTAINABLE BUSINESS AMBITIONS BY CULTIVATING LASTING CLIENT’S RELATIONSHIPS
BUILT BY PASSIONATE AND HIGH PERFORMING TEAM.

PURPOSE

The main purpose of the Boutique Director is to drive continuous growth of the Maison's boutique performance and key results. The Boutique Director is fully responsible for the management and performance of the boutique and is a key contributor in seeking new business opportunities. The Boutique Director is expected to act as an entrepreneur and as a Brand Ambassador for the Maison. She / he commits, dedicates and takes proactive and strategic actions towards their responsibilities and duties. Thanks to strong technical, interpersonal and managerial skills and an entrepreneurial mindset, the Boutique Director is accountable for meeting sales objectives, building long-lasting and loyal client relationships and assembling and leading a top-notch boutique team.

WHAT ARE YOUR KEY RESPONSIBILITIES?

ACHIEVING SUSTAINABLE BUSINESS AMBITIONS:

• Sales performance and growth: Ensure boutique objectives achievement (turnover, clients portfolio development…) Exceed boutique budgets in accordance with brand retail strategy. Maximize profit by controlling & minimizing costs.
• Strategic planning and execution: Together with Commercia Director, Retail Manager, Sales Manager, co-build the boutique vision and targeted budget. Build boutique action plan to reach boutique targets. Support the implementation of the boutique business plan and action plans. Strong collaboration in events with Marketing team and Supply team for the boutique activations success. Plan and implement monthly meetings and actions.
• Performance monitoring and analysis: Monitor performance and KPIs, identifying trends and opportunities for improvement. Regularly analyze and question sales figures with management to further refine future sales projections and ensure maximum market satisfaction.
• Market intelligence and adaptability: Follow market trends, competitor activities, and customer insights to identify growth opportunities and inform strategic decision-making.
• Maison representation and advocacy: Represent Jaeger-LeCoultre as a brand ambassador within the local community, building relationships and enhancing brand visibility through strategic partnerships and events. Enhance Local network . Act as the "face" of the Boutique and as Brand Ambassador in and outside of Boutique. Build Brand and Boutique awareness and equity. Demonstrate brand ambassadorial skills, at any given time, with partners or local dignitaries.
• Compliance and risk management: Ensure compliance with Group’s policies & Maison’s commercial rules. Guarantee that retail procedures are respected (selling, customer services, stock management, security…). Ensure all team is aware about latest procedures and tools capabilities. Comply with Group and Brand procedures. Identify issues and propose different solutions so that boutique operations run flawlessly at all times. Actively ensure accuracy of monthly, quarterly and yearly stocktaking and quality control. Actively ensure all measures to avoid stock discrepancies at all times.
• Safety and security: Oversee the safety and security of the team, inventory, and premises, implementing and maintaining robust security protocols. Protect employees and customers by providing a safe and clean store environment.
• Inventory management: Manage inventory levels, ensuring optimal stock availability while minimizing losses and discrepancies.
• Transparent communication: Provide clear vision of the boutique and transparent feedback to your management, building trust and challenging partnership. Ensure timely reporting of sales (daily, monthly). Identify strengths and weaknesses in existing operation to define action plans for implementation.

BUILDING A PASSIONNATE AND HIGH PERFORMING TEAM:

• Inspire and motivate : Cultivate a positive and collaborative work environment that fosters team morale, passion, and productivity.
• Engagement and development : Implement strategies to enhance team engagement and motivation, fostering a culture of excellence and continuous improvement. Transfer and maintain the sense of belonging and pride in working at Jaeger-LeCoultre. Organize team activities and cultivate team spirit.
• Performance management and coaching : Set individual sales targets and monitor performance. Conduct regular performance reviews and provide constructive feedback. Conduct one-to-one coaching for each team member to define and commit on individual action plans. Ensure coaching of each boutique team member and collective objectives, via (but not limited to) team meetings, on the job trainings, appraisals, anticipation of training needs, distribution of tasks, and feedback on expectations.
• Scheduling and resource optimization: Organize boutique team roaster to optimize staffing levels and ensure exceptional client service . Identify and share recruitment needs to local management. Effectively integrate new team members. Plan to assemble the top-notch team. Source potential candidates, recruit, on-board and train new staff as a part of "family" from day 1. Monitor the team and take necessary Human Resources decisions to restructure the team.
• Training and expertise : Address training needs and implement training programs to enhance product knowledge, sales techniques, customer service skills, and Maison storytelling.
• Team communication and collaboration : Animate the team (prepare briefings & share information), fostering open communication and collaboration. Lead the Boutique team by explicitly communicating objectives, responsibilities, results, brand standards and procedures. Assign tasks, track and communicate.

CULTIVATING LASTING CLIENT RELATIONSHIPS:

• Client advising: Demonstrate leadership by playing an active role inside and outside the boutique through hosting clients, and ensure best personalized client experience is provided . Define boutique navigation scenario and mobilize Sales Associates on the sales floor. Direct and support the team to competently deliver Lange selling ceremony using appropriate brand verbiage, behavior and tools.
• Elevate the client journey : Ensure the boutique environment is meticulously maintained to provide a welcoming and luxurious experience for all clients. Coordinate omni-channel activities to ensure a seamless client journey. Responsible for maintaining a high level of display, visual merchandising, and Boutique condition and environment, in coherence with Brand guidelines.
• Client relationship management:  Implement and manage CRM strategies to cultivate and expand the boutique's client database, driving repeat business and brand loyalty. Ensure proper execution of the clienteling strategy within the boutique team. Generate the interest of target prospects and convert to boutique customers. Develop specific programs to acquire new high potential customers and build a sustainable client network within the area, mainly in Ginza and over Japan. Manage clients' lifecycles. Maintain on-going relationships with clients as a part of "family". Ensure special attention to existing and new VIP customers to maintain their loyalty. Identify opportunities and propose clientelling strategy using iCM. Obtain, input, update client information and track clientelling tasks of Sales Associates. Identify current and future customers’ requirements by establishing rapport with potential and actual customers and other people in a position to understand service requirements.
• Personalized service : Empower the team to provide personalized and attentive service, anticipating client needs and exceeding expectations. Individually handle with care client complaints and immediately report to regional office any boutique, brand or product related issues. Follow up and coordinate individual repairs and customer service related matters.

REGIONAL AND INTERNATIONAL COOPERATION :

• Develop agile communication and increase cooperation with other boutique managers in the same region. Eliminate unproductive territorial tensions and frictions among Jaeger-LeCoultre boutiques and boutique teams.
• Participate in the Lange international retail community activities. Share insights, opportunities and best practices to increase the overall retail performance and nurture a supportive Jaeger-LeCoultre retail culture.

• Customer service excellence : Ensure the team provides the best customer service-related activities, ensuring prompt and effective resolution of client inquiries and concerns. Provide support for complex customer service issues, managing escalation when needed.

WHAT ARE YOUR DRIVERS?

• Result-oriented and demanding
• Self-driven and can act in a low pace environment
• Curious
• Humble
• Passionate
• Proper sense of luxury and pay attention to details and excellence
• Passionate about creating exceptional client experiences and fostering a culture of hospitality.
• Strong CRM minded
• Strong Clientelling
• Strong team player, empathetic
• Strong organizational and problem-solving skills

QUALIFICATIONS

• 7+ years of relevant work experience in luxury retail management and boutique operations with direct reports, Watches experience will be advantageous but not mandatory
• Strong interpersonal and people management skills
• Strong local network of clients and excellent in client management
• Results-driven
• Fluency in written and verbal English and Japanese, other languages are beneficial

WHAT DO YOU BRING TO THE TEAM?

• Proven experience in luxury retail management
• Leadership, involvement and creativity in monthly events
• Excellent leadership and team management abilities
• Excellent communication, interpersonal, and presentation skills
• Fluency in Japanese and English

WHAT DO YOU BRING TO THE TEAM?

• Impactful role, having a significant relevance for the regional brand success
• Luxury brand experience, offering the opportunity to work with high-value timepieces and clientele
• Competitive compensation and benefits package (details to be shared at offer stage)
• Continuous learning and career development opportunities
• International exposure through regional and global events and projects

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