Responsable Retail

Depuis la renaissance de la légende en 1994, A. Lange & Söhne est l'une des marques horlogères les plus respectées et les plus prospères du secteur du luxe. Notre objectif est de perpétuer notre tradition avec de nouveaux produits exceptionnels, fidèles à la devise de Lange : une tradition de pointe. Ce que nous attendons de nos montres, nous l'attendons de nous : ne jamais s'arrêter. Key Responsibilities 1. Retail Performance & Sales Management • Drive sales performance and achievement of annual, quarterly, and monthly targets across all locations (The Grove ADH, Mall of the Emirates, Qatar, South Africa). • Monitor KPIs including sales, productivity, conversion rate, average transaction value, units per transaction, CRM performance, and client retention. • Analyze business trends and implement action plans to maximize sales opportunities. • Conduct regular performance reviews with boutique managers and retail teams. • Ensure consistent execution of commercial strategies and retail initiatives. 2. Boutique Operations • Oversee daily operations of all boutiques and POS locations. • Ensure compliance with company policies, procedures, and operational guidelines. • Maintain excellence in store presentation, visual merchandising, housekeeping, and security standards. • Monitor inventory management, stock accuracy, and stock movement. • Ensure efficient management of repairs, after-sales service, and customer requests. 3. Client Experience & CRM • Champion an exceptional luxury client experience across all markets. • Ensure consistent application of clienteling and CRM strategies. • Monitor client acquisition, retention, reactivation, and database quality. • Support boutique teams in developing relationships with top clients and VIPs. • Review client feedback and implement improvement initiatives. 4. Team Leadership & Development • Lead, coach, and develop boutique managers and retail teams. • Establish clear objectives and performance expectations. • Conduct regular store visits, coaching sessions, and performance evaluations. • Identify talent and succession planning opportunities. • Foster a culture of accountability, teamwork, and continuous improvement. 5. Dealer & Partner Management • Act as the primary retail contact for the dealer-operated boutique in Qatar and the POS in South Africa. • Ensure partner compliance with brand standards and operational requirements. • Conduct regular business reviews with dealer management. • Monitor sales performance, stock levels, client development, and staff training. • Support dealers in implementing brand initiatives and commercial programs. 6. Retail Excellence & Brand Standards • Ensure boutiques consistently reflect the brand’s luxury positioning. • Conduct retail audits and implement corrective action plans. • Monitor mystery shopping results and client satisfaction metrics. • Ensure compliance with visual merchandising, product display, and service standards. • Coordinate implementation of new retail concepts and brand guidelines. 7. Inventory & Product Management • Collaborate with supply chain and merchandising teams on stock allocation. • Monitor inventory health and product availability. • Optimize stock rotation and replenishment. • Identify risks related to slow-moving stock and propose corrective actions. • Support product launches and special editions allocation strategy. 8. Events & Commercial Activations • Support planning and execution of boutique events, product launches, and client activations. • Ensure boutiques effectively leverage events to generate sales opportunities and strengthen client relationships. • Monitor event ROI and follow-up activities. 9. Reporting & Business Analysis • Prepare weekly, monthly, and quarterly retail performance reports. • Present business reviews and recommendations to Regional Management. • Identify opportunities and risks through data analysis. • Provide market insights and competitive intelligence. 10. Cross-Functional Collaboration • Work closely with Commercial team (HQ), Marketing, CRM, Finance, Supply Chain, HR, and Customer Service teams. • Ensure alignment between commercial objectives and retail execution. • Support implementation of regional and global initiatives. Key Performance Indicators (KPIs) Commercial • Sales target achievement (%) • Boutique profitability • Average transaction value • Conversion rate • Units per transaction • etc... Client Development • CRM capture rate • New client acquisition • Repeat purchase rate • Client retention rate • VIP client engagement Operations • Inventory accuracy • Audit compliance score • Mystery shopping results • Service quality indicators • After-sales service turnaround People • Employee engagement • Staff turnover • Training completion • Individual development plans • Succession readiness