Deputy Store Manager, Battersea Power Station
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Deputy Store Manager, Battersea Power Station
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HOW WILL YOU MAKE AN IMPACT?
Reporting to the IWC Boutique Manager, the IWC Deputy Manager assists them in the management of the Boutique to ensure operational profitability through team development, superior customer experience and excellent CRM activity. Build and uphold boutique reputation through exceeding client expectations whilst adhering to IWC policies and procedures.
(Permanent, Full-Time)
HOW WILL YOU MAKE AN IMPACT?
Reporting to the IWC Boutique Manager, the IWC Deputy Manager assists them in the management of the Boutique to ensure operational profitability through team development, superior customer experience and excellent CRM activity. Build and uphold boutique reputation through exceeding client expectations whilst adhering to IWC policies and procedures.
Key Responsibilities
Boutique KPIs
* Achieves monthly and yearly Boutique turnover and business KPI’s
* Achieve personal targets of 10% share of the TO in line with Boutique’s target
* Sets goal for all sales associates and motivates team on a daily basis
* Conduct monthly performance review in the absence of the BM
* Work closely with and support the boutique manager with all managerial and operational tasks
* Building and maintaining strong relationships with clients and stakeholders as well as office team
* Identify and/or creates sales opportunities inside and outside boutique environment
CRM
* Works with the entire Boutique Team to ensure all IWC CRM KPI’s are met
* Leads by example on all CRM behaviours and disciplines
* Ensures that the data collected is according to the boutique’s target
* Make sure that the team is following up on potential and existing clients
* Develop his/her own clients and be an example to the team
* Assist the BM and CRM representative to achieve the given CRM targets
Operations
* Make sure that stocktake is done monthly and there are no discrepancies
* Make sure that the stock is always saleable condition
* Input on stock management, reviews stock levels and communicates product needs
* Assists the BM with Boutique administration (cash flow, shipments, repairs, security)
* Ensure all the administrative work is completed on time
* Ensures communication with platform management and HQ in the absence of the BM
* Assist Marketing department with consignments
* Make sure that the boutique standards are at its highest at all times
* Maintain the boutique according to global IWC visual merchandising standards
Training
* Holds briefings to ensure consistent level of communication and information
* Assist BM in creating a training rota, follow-up and feedback
* Create coaching rota and allocate staff coaching between BM and him/herself
* Keep a record of internal and external trainings, allocate according to the floor coverage and respect the deadlines
CS / Aftersales
* Strive to achieve the target of 25% conversion in CS to sales
* Make the department proactive and, through process, manage complaints
* Ensures the timeliness of repairs taken in by the store
* Educate the team with consistent communication
Service Excellence
* Assist BM in making sure that the Selling Ceremony is delivered
* Represents the Brand inside and outside the Boutique
* Strive to achieve 100% in Mystery shopping result for the Boutique team
* Ensure impeccable grooming standards according to guidelines
* Upholds and delivers company’s customer service standards
* Handle customer service requests and respective processes
Outreach
* Develops external partner relationships to build brand awareness and client recruitment
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
* At least 3 years of experience in luxury environment ideally in a sales and/or management role
* Very good general education, sense for etiquette and presentation
* Strong sense of luxury service, aesthetics and proactive approach
* Result and action oriented with strong entrepreneurial mind-set
* Good interpersonal competences and empathic
* Good analytical and organisational skills
* Excellent communicator, able to develop a network
* Fluent in local language and ideally one more relevant tourist language
WHAT MAKES OUR GROUP DIFFERENT?
Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.
* We value freedom, collegiality, loyalty, and solidarity.
* We foster empathy, curiosity, courage, humility, and integrity.
* We care for the world we live in.
Your Journey With Us
We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:
1st Stage – After your application has been selected, our recruitment team will reach out to you within 2 weeks to conduct an introductory call
2nd Stage – Interview with the Boutique Manager
3rd Stage – Interview with the Retail Manager
3rd Stage – Interview with the Brand Director
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Sales, Business Development, and Administrative
* Industries
Retail Luxury Goods and Jewelry
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