Boutique Manager

About the Role

Longines Watch Co. Francillon Ltd. is seeking a Boutique Manager to lead its boutique in Makkah, Saudi Arabia. This full-time role focuses on achieving sales excellence, delivering exceptional client experiences, and maintaining the brand’s reputation and standards. The Boutique Manager drives commercial performance, develops client relationships, leads the boutique team, and ensures operational excellence while representing the heritage, elegance, and values of Longines.

Key Responsibilities

• Achieve and exceed boutique sales targets, KPIs, and profitability objectives.
• Monitor sales performance, conversion rates, average transaction value (ATV), and units per transaction (UPT).
• Analyze sales reports, market trends, and customer insights to identify growth opportunities and develop action plans.
• Drive client acquisition and customer retention initiatives.
• Ensure delivery of exceptional customer experiences and promote Longines heritage and brand values.
• Develop and maintain relationships with VIP and loyal customers, leading CRM and clienteling activities.
• Lead, coach, motivate, and develop the boutique team, conducting performance reviews and supporting recruitment and training.
• Oversee daily boutique operations, including inventory management, cash handling, and compliance with company policies and brand standards.
• Ensure execution of Longines visual merchandising guidelines and maintain boutique presentation.
• Prepare and review boutique performance reports, analyze KPIs, and provide business updates to the Brand Manager.

Key Performance Indicators

• Commercial Performance: Boutique Sales Achievement, Sales Growth, Conversion Rate, Average Transaction Value (ATV), Units Per Transaction (UPT).
• Client Development: New Client Acquisition, CRM Data Completeness, Repeat Customer Rate, VIP Client Retention, Client Follow-Up Completion Rate.
• Team Performance: Team Sales Achievement, Employee Retention, Training Completion Rate, Performance Review Completion.
• Operational Excellence: Inventory Accuracy, Audit Compliance Score, Boutique Standards Compliance, Reporting Accuracy, Stock Loss Prevention.
• Customer Experience: Customer Satisfaction Score, Mystery Shopper Results, Service Quality Compliance, Customer Complaint Resolution.

Authority and Decision Making

The Boutique Manager manages daily boutique operations and team activities, allocating responsibilities and resources within the boutique. This role recommends recruitment, promotion, and development actions, and approves operational decisions within delegated authority. The manager is also responsible for escalating exceptional commercial decisions according to company policy and leading corrective actions related to sales, operations, and customer experience.

Qualifications and Experience

• Bachelor's Degree in Business, Management, Marketing, or a related field is preferred.
• A minimum of 8 years of retail experience with proven leadership success is required.
• Experience in luxury retail, watches, jewelry, or premium retail is preferred.

Working Relationships

This role involves internal collaboration with the Brand Manager, Assistant Boutique Manager, Sales Associates, Marketing Team, Finance Team, HR Team, and Logistics Team. Externally, the Boutique Manager will interact with customers, VIP clients, mall management, brand representatives, and service providers.