Boutique Manager

About the Role

OMEGA SA is seeking a Boutique Manager to lead its operations in Makkah, with responsibilities covering both Jeddah and Makkah. This full-time role requires 5-10 years of experience and focuses on achieving excellence in customer experience, sales performance, and brand representation. The Boutique Manager will drive business growth, lead a high-performing team, and ensure operational excellence while upholding OMEGA's prestige and heritage.

Key Responsibilities

• Achieve and exceed boutique sales targets, KPIs, and profitability objectives.
• Maximize conversion rate, average transaction value (ATV), and units per transaction (UPT).
• Analyze sales reports, customer insights, and market trends to identify business opportunities and develop action plans.
• Ensure exceptional luxury customer experience across all client touchpoints and promote OMEGA's heritage.
• Develop and maintain relationships with VIP and high-value clients, leading clienteling initiatives.
• Oversee CRM utilization, accurate client database management, and proper after-sales follow-up.
• Lead, coach, motivate, and develop the boutique team, conducting regular performance reviews.
• Support recruitment, onboarding, succession planning, and talent development activities.
• Oversee daily boutique operations, including inventory management, cash handling, and POS transactions.
• Ensure compliance with company policies, security procedures, and brand standards.
• Ensure flawless execution of OMEGA visual merchandising guidelines and maintain boutique presentation.
• Prepare and review boutique performance reports, analyze sales trends, and provide business updates to management.

Performance Indicators

Performance will be measured against key indicators across several areas:

• 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 Client Rate, VIP Client Retention, Clienteling Activity Completion.
• Team Management: Team Performance Achievement, Employee Retention, Training Completion, Performance Review Completion.
• Operational Excellence: Inventory Accuracy, Audit Compliance Score, Boutique Standards Compliance, Stock Loss Prevention, Reporting Accuracy.
• Customer Experience: Customer Satisfaction Score, Mystery Shopper Results, Client Complaint Resolution, Service Quality Compliance.

Authority and Decision Making

The Boutique Manager is authorized to manage daily boutique operations and team activities, allocate responsibilities and resources within the boutique, and approve operational decisions within delegated authority. This role also involves recommending recruitment, promotion, and development actions, and leading corrective actions related to sales, operations, and customer experience. Exceptional commercial decisions will be escalated according to company policy.

Working Relationships

This role involves close collaboration with various internal and external stakeholders. Internally, the Boutique Manager will work with the Retail Manager, Brand Manager, Assistant Boutique Manager, Sales Associates, Marketing Team, Finance Team, and HR Team. Externally, interactions will include clients, VIP customers, mall management, brand representatives, and service providers.

Key Challenges

Key challenges for this position include achieving ambitious commercial targets while maintaining luxury service standards, developing and retaining long-term relationships with high-value clients, and balancing business growth with brand image and exclusivity. The role also requires leading a high-performing team in a competitive luxury retail environment and maintaining operational excellence, inventory accuracy, and compliance standards.