Boutique Director

At Cartier, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities

Main Purpose

The Boutique Director will lead the team to provide clients with exceptional and unique experiences by ensuring excellence in boutique operations and client service. Will be responsible of the growth of the turnover of the Cartier Boutique in accordance with the retail strategy and leading its profitability. Representing the Brand by being a true Cartier Ambassador, inside and outside the Cartier Boutique with clients and partners as well as with team members and peers. He/she will be the face of Mexico flagship boutique that resonates locally and internationally as a banner of the Maison in the country.

Managing the operation of the Boutique as well as the Boutique team. Taking active part of the creation and Implementation of the yearly action plan. Thanks to a strong intrapreneurial spirit, the boutique director will work closely with local HQ to propose and implement new initiatives to animate the boutique throughout the year and to actively develop the business by recruiting new clients and by nurturing our historical clients, especially our High-End clientele. Holding a true managerial role, he/she will be managing several departments in a complex and ever-changing environment

Key Responsabilities

COMMERCIAL PERFOMANCE

• Strategize on business opportunities in an omni channel environment to maximize sales.
• Develop a deep understanding of the competitive landscape, surrounding community, local trends, etc.
• Develop long-term action plans to exceed boutique sales targets.
• Manage a sales unit to consistently achieve and/or exceed the KPIS, defined by the management. As an example, use full suite of retail KPIs to set individual targets and embed a culture of performance improvement through systematic monthly 1:1s.
• Champion product category performance to drive sustainable performances & gain market share.
• Leverage VM to boost commercial performances.
• Partner with VM teams on external / internal display & rotation plan to create brand excitement (hot spots, windows animation…) & boost commercial performance.

CLIENT DEVELOPMENT & CLIENT EXPERIENCE

• Enhance client knowledge.
• Define targeted action to improve data capture (visitors, prospects, clients).
• Promote and leverage clienteling tools (ex. My clients, CRM program) to enrich the client database (ex. client interest).
• Identify and execute client development plan, clienteling initiatives and client follow up.
• Champion clienteling activities to develop the client portfolio of the team (including but not limited to defining and monitoring dedicated KPIS for the team).
• Promote and leverage client experience related tools (example: CEB, voice of clients, etc.) to develop the overall client satisfaction. Ensure proper follow up to clients’ feedback.
• Develop action with local relevant communities (artists, politics, philanthropy, culture…) / leverage VIPs as centers of influence.
• Develop partnerships with commercial third-parties (including but not limited to guides, personal shoppers, department store managers…).
• Leverage client knowledge to connect and engage with visitors, prospects and clients.
• Strategize on, program and curate exceptional experience to connect & engage with client.
• Partner with corporate office to leverage the BTQ as an experience center, through Maison related animations (ex. art & Culture animations) and Client special events [both offline & online]].
• Identify, program and curate bespoke experiences throughout all client journeys/experience lines, including but not limited to:
• Maison related animation Client special events, both offline & online.

LEADERSHIP

• Inspire the team

Act as an inclusive leader

Engage teams and regular communicate about maison’s vision, strategy & common business goals (i.e regularly conduct team meetings, morning briefs..).

• Attract & develop a high-performing team

Actively source candidates & maintain a pool of talents through candidates.

Partner with HR teams , sales coaches and/or L&D teams to define a development journey for each employees (e.x Conduct performance review, build concrete IDP…).

Lead the performance management processes.

Provide regular feedback and coaching on the spot.

Ensure all new team members have structured on-boarding and define development journey related to Maison-DNA topics & Career paths.

AMBASSADORSHIP & IMAGE

• Embrace the true value of the Maison DNA and Values and Lead by example”.
• Supervise VM guideline and all guidelines related brand image (ex. Grooming guideline).
• Partner with corporate teams to ensure that the boutique meets Cartier standards through regular maintenance and cleaning.

OPERATIONS & BUSINESS MODELS

• Guarantee proper execution of all procedures / compliance related activities (ex. Sales / Finance procedure & cash management, Security & Safety procedures).
• Ensure successful inventory management on Finished goods , non-finished goods / consumables & CS products.
• Optimize boutique controllable operating expenses [ex. Manage boutique’s expenses].
• Manage partnership with third party / vendors.
• Develop clear actions to constantly improve the overall boutique operations & flows (ex. Boutique as a fulfillment center) in order to improve the client experience
• Promote knowledge & adoption of tools and new services in an effective way [i.e new mobile POS, sales force…].

QUALIFICATIONS

Education:

• Bachelor degree in Business Administration, Marketing or related field.

Required experience:

• 10 years of experience in Retail, preferable in Luxury Industry. 5-8 years of experience in managerial positions.

Language:

• English (fluent)