High-End Manager

Job description

Job Purpose: Drive WFJ sales and client development activities, with an emphasis on High-end business (High Jewellery, High-end Watches, High Jewellery Watches, and High-end Bespoke Service.) The High-end Manager will be the reference for all HEB matters in Vietnam and possesses expert knowledge in High-end Business (HEB) categories (HH, HJ & HJW) and is responsible for driving the high-end business sales objectives of all local boutiques in Vietnam. The person will also act as the key person in developing the HJ client base and nurturing the client relationship/engagement with HJ clients. The person will inspire and motivate the entire team in providing the ultimate luxury customer experience. Key Responsibilities: High-End Business Focus Act as the high-end business partner to Boutique Leaders: Drive & achieve individual, boutique and national level high-end sales. Grow & develop the high-end client base in partnership with boutique management teams. Voice out the needs in how to advance HEB sales opportunities and staff capabilities. Seek for new HE sales & client development/acquisition opportunities both within, and outside of the boutique: actively take initiatives in turning these leads into action plans with WFJ Manager and Retail Manager Explore Bespoke opportunities and take initiatives to proactively define tailor-made strategies. Provide timely reporting on HEB sales – TBIs, settlements, and sales to date. Expertise and Business Acumen Comprehend how WFJ business generates revenues in relation to measurable KPIs tied to commercial, client, operations, and brand aspects; and how HJ sales contribute to results. Impart stellar HEB awareness amongst boutique population (FJA and FA) & execute HEB sales strategies. Install excellent knowledge in gemmology, watchmaking, and savoir-faire for all staff. Develop sales and educational tools for the retail population to advance HEB sales & story-telling capabilities. Demonstrate the ability to transmit and communicate the “Chanel Difference” with external and internal clients. Collect and share competitors’ insights and market intelligence with suggestions on how to beat the competition. Ignite clients’ desire of purchase through styling expertise: mixing and matching of Jewellery pieces across different Chanel collections as well as the clients’ own Jewellery. High-end business Sales Team Development To be the elite of HEB and champion the retail team to drive sales in LSD, HJ, HH, VHETI and Bespoke. Step in to assist team members in closing sales and client development during client appointments, especially during events. Motivate and support the sales teams and boutique management teams for HEB sales. Develop High-end sales capability of our sales team – with defined KPIs e.g., how many FAs selling HEB categories for the first time this full year. Identify potential HEB talents (internal & external) and assist in developing them into HEB experts/specialists. Anticipate talent needs in boutiques, encourage team members to aim high, and lead effort to find the right resources and tools to have the team at its best. Form diverse teams within boutiques, motivate individual members to think creatively by sharing ideas and skillsets, and promote collective thinking and teamwork. One-to-one coaching (mindset-oriented) Enhance and Supervise the Delivery of Ultimate Luxury Customer Experience Actively engage and escort VIP clients in new client experiences/activities such as HJ Salon and overseas trips Develop high-end partnerships and synergy between boutiques, with best practices & case study sharing to create a platform for synergy and success within Vietnam. Provide coaching to the team on how to engage and captivate potential high-end clients. Conduct coaching with FAs on presentation and quality control of high-end merchandise on regular basis. Supervise and observe the behaviour & performances of all retail staff, and step in to provide prompt assistance in customer enquiries and complaint resolution quickly and effectively. Client Engagement and Relationship Management Identify opportunities & implement a proactive strategy and actionable plans in new high-end client acquisition. Provide strategic planning and assistance to all retail staff on High-end client engagement/relationship management. Recruit clients beyond Chanel distribution (i.e., networking). Establish own client network and have ability to perform advanced client profiling. Monitor and enforce staff’s client engagement & relationship-building behaviour for high-end clients, and provide timely feedback of praise and/or areas of improvement. Closely work with Fashion team to identify and convert their VIP clients, and to “buy-in” our fashion team counterparts. Work with boutiques’ team members to gain a thorough and personalized understanding of HEB clients to provide personalized experiences and services. Take the lead on client outreach initiatives & execution outside of WFJ network through Fashion teams, landlords, personal shoppers, and to share mall shopper insights from competitor brands (who we should actively target within mall database) Understand all local boutiques’ HEB clients thoroughly and be able to prioritize different clients depending on the appropriate event or sales opportunity. Closely monitor client engagement results and partner with boutique management team to take necessary actions to optimize results. Foster Internal Partnerships Make HEB top-of-mind for Fashion staff and clients via training, personal interaction & networking. Build relationship with Fashion team to facilitate HE client referral to his/her boutique. Collaborate with all departments and boutiques on implementation of sales & client development plans. High-end Assortment Merchandise & Inventory Support WFJ Merchandising team in proposing the right HEB category mix for boutiques/events based on each HEB need. Provide regular feedback from clients on HEB categories to WFJ Manager, Retail Manager & Merchandising team. Make suggestions to VM in driving HEB sales. Actively suggest HEB merchandise transfer proposals when there are high potential sales opportunities and to leverage those opportunities across local boutiques. Provide recommendations on repair and quality check of HEB categories. Supervise inventory & report discrepancies in a timely manner. Reinforce Company’s guidelines and ensure that proper controls are being followed to prevent stock loss, pilferage or damage through daily briefing and coaching session. Expectations on role HEB Contribution Be an expert & point of reference in HEB & HE client experience. Always be an ambassador of Chanel Vietnam’s HEB. Engage & strengthen relationships with the top clients & provide a superb client journey. Team Development Gamify and make HEB sales/ client development goals fun and understandable for retail teams. Suggest needs on incentives & team-building in order to foster a vibrant HEB community within boutiques. Find opportunities for the WFJ team to build long-term relationships with FAs and Fashion clients. Identify & develop potential clients as a partner with all FAs/ SFAs in boutiques. Provide coaching & facilitation on clienteling, outreach, storytelling and closing sales. Business Development Explore external opportunities to recruit new HEB clients with WFJ, Retail & Marketing teams. Develop good knowledge of VIP clients from the malls. Key requirements: Academic / Professional Qualifications Bachelor’s degree, minimum. GIA Gemmologist is preferred. Work Experience: Solid experience in retail industry, experience in WFJ / luxury background. Minimum 5 years of experience in relevant retail supervisory experience Required Competencies Proactive and passionate Excellent communication skills Good command of Vietnamese and English Good presentation with excellent interpersonal, teamwork & communication skills Strong customer services mindset and excellent customer service skills Presentable appearance Open to feedback and able to deliver messages in a positive manner Leadership skills including deep listening, open minded, empathy, caring Being a role model, able to conduct training and coaching Problem-solving skills Planning and organizing skills Strong teamwork Strive for excellence & continuous improvement Computer literacy