Boutique Supervisor

Buccellati est une Maison italienne de joaillerie, de haute joaillerie et d'orfèvrerie fondée en 1919, admirée dans le monde entier pour son savoir-faire et l'unicité de ses créations. Aujourd'hui, les bijoux Buccellati se distinguent par leur design et par les techniques utilisées pour les créer, comme la gravure à la main, qui remonte aux traditions d'orfèvrerie des « bottega » italiennes de la Renaissance. La volonté inébranlable de la Maison de créer des objets d'une rare beauté a valu à Buccellati une renommée mondiale pour un style distinct, inimitable et imprégné d'un héritage milanais sophistiqué, à la fois glamour et contemporain. La Maison fait partie du groupe de luxe mondial Richemont depuis septembre 2019 et la famille Buccellati est toujours présente au sein de l'entreprise pour perpétuer son style et sa tradition artisanale inégalée. Your mission : You will become a Brand Ambassador of Buccellati Maison in the Boutique as well as at external events, and you will be responsible for delivering a unique client experience by sharing memorable inspiring moments. You will foster trusted relationships with clients all along the journey with the Maison. You will contribute in developing a deep understanding and knowledge of the Maison to convey its brand DNA, recognizable craftmanship and innovation in all its creations. You will be part of a team, transmitting and sharing knowledge with the other team members, actively participating in the day-to-day boutique life. Key Responsibilities : Sales performance & customer service: • Contribute to the boutique achieving its sales targets • Provide clients with the utmost level of customer service in accordance with the Maison standards • Perfectly master the steps of a sale (welcome, discover and understand, convince, close and develop) • Ensure that all sales are processed in accordance with required procedures using the systems provided • Cultivate strong client relationships, delivering outstanding client service and treatment; providing a friendly environment which includes greeting and acknowledging every customer, maintaining outstanding standards and solid product knowledge • Adapt approach according to the client needs and motivations • Assist and support after sales clients in accordance with Maison values; provide recommendations that will grant an exceptional client experience Stock management and merchandising: • Provide feedback in processing and replenishing merchandise; participate in receiving and monitoring floor stock • Actively participate in the visual merchandising of the Boutique implementing required guidelines. Assist in floor moves, merchandising, display maintenance, and store housekeeping, including cleaning the products and displays • Assist in the inventory process, including but not limited to stock counting and special projects as needed • Assist in completing prices changes within the Boutique when required Boutique operations and cash management: • Accurately and efficiently complete all sales transactions and maintain proper cash records at the Boutique’s register • Master the process of opening and closing of the boutique • Adhere to all Company policies, procedures and practices • Implement discounts and gratuities under supervision of Boutique manager • Comply with all safety regulations and Boutique operational procedures including security 4. Product knowledge & sales techniques: • Maintain an awareness of all product knowledge information • Learns about the creations and the products, transmitting the passion and values of the Maison • Master the Brand's sales techniques as per training received • Attendance to required training • Assist clients with their returns and queries ensuring that brand image is enhanced and clients expectations are met 5. Presentation & visibility: • Maintain boutique tidiness, decoration and visual merchandising in line with the visual merchandising guidelines • Report maintenance issues to the Boutique Manager • Represent the Brand by wearing the appropriate provided uniform • Represent the Brand instore and at local events under the direction of Boutique Manager 6. Client Relationships: • Cultivate strong relationships and develop client loyalty • Efficiently develop the client portfolio and share actions with the Boutique Manager • Execute targeted CRM actions • Resolve customer complaints and escalate to management when necessary 7. People Management • Motivate the frontline staff to maintain the team’s stability, morale and customer service standard • Proactively provide compliment or coaching to sales associates on their successes and challenges and ensure proper follow-through on follow up actions. • Act as a second in-charge; Provide salesfloor leadership to team members, including planning salesfloor coverage and making decisions to maintain efficiency and effectiveness of salesfloor operations Required Experience: • At least 5 - 8 years of previous experience in luxury retail, services or luxury hospitality environment Technical Skills: • Ability to work in a fast-paced retail store environment • Computer and internet Savvy • MS Office experience required Personal Skills/Abilities: • Fluency in English and Chinese; • Excellent interpersonal and communication skills are required; • Confidence in handling high-value transactions; • Well established VIP customers portfolio; • Track record of high levels sales; • Strong understanding of Customer Service needs and Customer (internal and external) priorities • Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision • Self-Starter with Team-Player approach • Must be available to work retail hours including in the evenings, during weekends and to travel for trainings, client events, conferences