Boutique Manager, Australia

• The Boutique Manager plays a pivotal leadership role within our luxury retail network, overseeing the seamless delivery of exceptional client experiences, driving strong commercial performance, and ensuring every aspect of the boutique meets the highest standards of luxury.
• As the principal ambassador for the boutique, this role requires leading from the front – actively engaging with clients, driving sales, and cultivating a team culture that reflects the brand’s promise of heritage, excellence and aspiration.
• The Boutique Manager must have a proactive, innovative, and solutions-focused mindset, with a deep understanding of the jewellery market, client development, and operational excellence. In addition to day-to-day leadership, this role is critical in advancing strategic goal of nurturing long-term client relationships that drive brand loyalty and boutique success.

The Boutique Manager is responsible for four key areas:

Financial Performance

Sales Achievement

• Take full accountability for the boutique’s financial performance, focusing on driving consistent sales growth and meeting or exceeding revenue targets.
• Inspire the team to exceed individual and collective sales goals through motivational leadership, tailored incentive programs, and strategic recognition.

Sales Strategy Development

• Develop and maintain an active sales pipeline, ensuring consistent commercial performance on a weekly, monthly, and quarterly basis.
• Conduct consistent sales forecasting and in-depth analysis to guide informed business decisions.
• Use key performance indicators (KPIs) to evaluate the effectiveness of sales strategies, ensuring alignment with broader business goals.

Profitability Management

• Ensure prudent management of boutique margins by overseeing promotional campaigns, managing discretionary spend, and ensuring effective cost control while maintaining the highest luxury standards.

Commercial Focus

• Continuously evaluate boutique performance and identify opportunities to drive incremental sales.
• Provide actionable insights and recommendations for improvements to your Manager (Head of Retail and/or GM- Retail & Client Experience, Prestige Brands), while acting decisively on new sales opportunities.
• Foster strong relationships with brand partners and senior management to identify collaborative initiatives that promote growth and align with commercial objectives.

People Leadership & Talent Development Leadership

• Maintain a strong and visible presence on the sales floor, leading by example through direct client engagement and inspiring the team with positivity, passion and energy.
• Foster a culture of collaboration and open communication, actively encouraging team input, feedback, and shared ownership of success.
• Represent and uphold the company’s core values, setting a high standard for direct reports and the broader team.

Performance Management

• Clearly communicate sales targets, guiding the team in achieving KPIs while providing in-moment coaching and mentoring to improve performance
• Set clear expectations for uniform, grooming, and professional behaviour, ensuring adherence to luxury brand standards, and managing non-compliance effectively.
• Provide ongoing, constructive and timely performance feedback to ensure team members understand their development areas and career growth potential.
• Offer coaching and support to help team members manage their responsibilities effectively, ensuring they have the knowledge and resources to meet operational standards across key business areas.
• Recognise and reward high performance, fostering a culture of excellence to motivate top talent.
• Reinforce luxury sales techniques and clienteling best practices to elevate client service standards.
• Ensure staff maintain up-to-date product and brand knowledge, understanding the unique selling propositions of both core and promotional stock.

Talent Development

• Support the recruitment, onboarding, and probation management of new team members to ensure a smooth integration into the boutique.
• Partner with the Client Experience & Relationship Manager to assess training needs and create tailored development plans for all staff.
• Facilitate targeted training programs focused on enhancing product knowledge, sales techniques, and client service excellence.
• Monitor the completion rates of brand-specific training and encourage continuous learning through structured sessions and personalised coaching.
• Demonstrate commitment to professional and team development by attending and promoting participation in brand and product training sessions.
• Lead succession planning by identifying and developing high-potential team members for future leadership roles.

Collaboration

• Maintain visibility and approachability across the business, ensuring team members feel supported and engaged.
• Work closely with Head Office and key stakeholders, providing valuable insights, feedback, and collaboration to execute brand and marketing strategies effectively.
• Collaborate with the Assistant Boutique Manager peers to share best practices, exchange ideas, and continually improve boutique performance and client experience objectives.

Client Experience & Development

Client Experience

• Oversee the entire client journey, ensuring that every interaction – from the initial greeting to after-sales service – reflects the brand’s luxury standards and commitment to excellence.
• Ensure boutique greeting and hospitality guidelines are consistently followed, creating an inviting, warm, and welcoming atmosphere for all clients.
• Lead the team in delivering personalised, memorable experiences that align with the company’s values, ensuring every client feels respected and understood.
• Proactively seek and act upon client feedback and implement improvements to continually elevate the boutique experience.
• Analyse client experience feedback to ensure the consistent delivery of exceptional client experiences whilst identifying and addressing areas of improvement.
• Address and resolve client concerns with a solutions-focused approach, aiming to exceed expectations and strengthen client relationships.

Client Development

• Develop and execute the boutique’s client development strategy focusing on long- term relationships and building loyalty.
• Foster a client-centric culture of excellence emphasising that everything we do is a relationship statement, prioritising the client first to create meaningful interactions.
• Cultivate meaningful relationships with both new and existing clients using tailored outreach programs to maintain engagement and drive loyalty.
• Drive the conversion of new clients to repeat purchasers while increasing the frequency and value of existing clients' transactions year-on-year.
• Ensure all staff are well-versed and consistently practice the company’s core clienteling, hospitality, and boutique ceremonies to elevate the client experience.
• Leverage client data and insights to create personalised outreach programs, enhancing client engagement and development strategies.

Events & Activations

• Collaborate closely with the trade marketing team to advocate for events and clienteling initiatives that align with boutique client development strategies and commercial objectives.
• Strategically identify key clients for exclusive events and activations to enhance brand engagement and client conversion.
• Ensure events are well-executed and deliver measurable ROI, driving both client engagement and sales growth.
• Evaluate the success of each event through client feedback and post-event sales analysis, making recommendations for future activations.
• Personally attend in-store activations and events when required.

Operational Excellence

Presentation Standards

• Ensure the boutique consistently upholds the highest standards of luxury, covering all aspects from visual merchandising and packaging to client communications and stock management.
• Collaborate with the in-store Visual Merchandising (VM) Ambassador to maintain flawless presentation standards, providing feedback for continuous improvement.

Inventory Management

• Implement robust loss prevention measures and inventory control processes to protect assets and minimise shrinkage, ensuring accurate stock management.
• Oversee efficient stock management, including inter-store transfers, with a focus on minimising errors and maintaining stock accuracy.

Hospitality & Security

• Maintain impeccable luxury hospitality standards to ensure every client enjoys a luxury in-boutique experience.
• Enforce strict adherence to security protocols and operational procedures to ensure the safety and integrity of the team and the boutique.
• Ensure that all staff are fully trained on emergency procedures, health and safety guidelines, and their execution.

Technology & Data Systems

• Oversee the accurate usage of KPOS and clienteling systems, ensuring that data is leveraged effectively for sales strategy, performance management, and operational insights.
• Collaborate with KPOS champions to ensure reporting accuracy and to identify opportunities for operational optimisation and efficiency.

Required

• Proven experience in a similar leadership role within luxury, high-end retail, specifically in jewellery, timepieces, and accessories.
• Proven experience in a similar leadership role within luxury, high-end retail, specifically in jewellery, timepieces, and accessories.
• Highly experienced in managing and nurturing relationships with high-value clients.
• Essential sales experience in high jewellery, fine jewellery and timepieces with a strong track record of achieving targets.
• Strong clienteling skills, demonstrating the ability to build lasting client relationships.
• Tertiary education in merchandising, marketing, business, or a related field is highly regarded.
• Excellent written, verbal, and presentation skills, enabling effective communication with diverse audiences.
• Solutions-focused mindset, with the ability to diagnose issues swiftly, implement effective solutions, and anticipate potential challenges.
• Demonstrated experience in project management and change management within a retail environment.
• Proficient in Microsoft Office 365, with experience in retail POS and clienteling software.
• Strong business acumen, along with a deep understanding and appreciation of luxury brands, products, and clientele.

Only shorlisted candidates will be notified.