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
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