Boutique Manager

We are looking for a Boutique Manager who can develop the business and lead the team of the new Boutique Cartier opening in Fiumicino Airport.

POSITION SUMMARY

• As an Ambassador of the Maison, he/she is responsible for the development and elevation of the boutique’s image, client service and quality of operations, by guiding the boutique team.
• The Boutique Manager reports to the Retail Manager.
• The position is located in Fiumicino Airport, it must comply with all airport and operator’s regulations and work in collaboration with the operator.

KEY RESPONSIBILITES

BOUTIQUE IMAGE & CLIENT SERVICE 

• In charge of boutique overall development, image, and client service.
• Make a diagnosis based on client experience and service performance analysis and define dynamic action plans to achieve boutique image & service targets, according to Cartier standards.
• Ensure proper implementation and regular monitoring of the action plans, supervising on a day-to-day basis

BOUTIQUE PERFORMANCE & SALES ACHIEVEMENT 

• In charge of boutique turnover and sales target achievements.
• Make a diagnosis based on a solid performance analysis, review of competencies and environment, define dynamic action plans to achieve boutique & category sales targets.
• Optimizes boutique performance and profitability
• Monitors boutique KPIs 

PEOPLE DEVELOPMENT 

• In coordination with the operator’s local management, contribute to the recruitment of boutique staff and ensure an efficient integration.
• Communicate, federate, and motivate the boutique team around the strategy and vision of the Maison.
• Contribute to the setting of individual objectives, provide feedback to the operator during the individual performance evaluation process, assist in identifying potentials within the team.
• In charge of timely training/coaching of boutique staff.
• Contribute to the integration of newcomers, staff grooming, staff rosters, duties allocation among staff, etc., together with the operator.

BOUTIQUE OPERATIONS

• Ensure respect of Maison policies, procedures, and guidelines, including brand image inside & outside the boutique, CRM and VM.
• Supervise the boutique back office and ensure that BOOSTER is running correctly daily.
• Oversee the boutique maintenance.
• In charge of boutique daily operations: stocks, VM displays, shipments follow-up, etc.

CLIENT RELATIONSHIP & CUSTOMER SERVICE

• Ensure service excellence to each visitor entering the boutique, in line with the company standards of customer service.
• Customer service management (CRM): 
  • Develop CRM actions at boutique level as a top priority (best practices, guidelines) and guide the CRM ambassador.
  • Responsible for Booster CRM (client database, data capture performance).
  • Responsible for all activities including clienteling and CRM tools.
  • Follow-up on monthly CRM report.
  • Boutique and international events: VIP identification, selection, and guest list management
• Client satisfaction and service excellence:
  • Comply with the standards of Cartier service. Respect and apply the Cartier CS rules, process & policies.
  • Implement Customer Service action plan provided by Cartier. 
  • Ensure client requests are well understood and that proper solutions are found to satisfy their needs. 
  • Enhance customer satisfaction by ensuring proper client information, minimizing delay, and reducing complaints. 
  • Constantly seek for client experience improvement and monitor results through the Client Experience Barometer.

The boutique will be part of Rocca 1794, owned by Damiani Group.
Rocca is the only chain of luxury jewelery and watch shops present in Italy and one of the most important in the world: it has over 25 boutiques located in the shopping streets of the most important cities of the Bel Paese as well as Lugano, Tirana and at the airports of Fiumicino, Malpensa and Linate.