Sales Experience Manager - Chicago
- Chicago, IL
- Permanent
- Full-time
- Lead the development of excellent client relationships by creating and celebrating memorable moments for our clients and boutique visitors
- Drive sales and care service team to consistently achieve or exceed sales targets and KPIs
- Master a strong knowledge of the boutique business and assess local market opportunities to implement a proactive and effective sales strategy
- Implement effective client strategies to ensure the development of genuine client relationships resulting in increased business opportunities
- Partner with Boutique leadership, and team, on CRM efforts such as client outreach, data capture, and repurchase rate, including working with the sales team to ensure store objectives are met
- Lead and promote networking activities for the boutique team
- Point of contact for visiting stylists and press photo shoots in partnership with the PR team
- Develop Prestige Partnership strategies to increase prestige sales within the boutique and to develop the VIP client strategy further
- Support and partner with sales and care service teams, on escalated client matters to ensure optimal solutions are provided
- Along with fellow Boutique Management-determine, communicate, and monitor individual and team KPIs
- Collaborate with all Corporate Departments (i.e. Retail, merchandising, marketing, etc.) to effectively communicate key messages, business opportunities, and needs
- Lead and/or delegate boutique projects as needed (daily/weekly/monthly/yearly inventories, audit preparation, etc.)
- Partner with the Operations Manager to ensure fluidity of operations and support fellow boutique management with boutique controllable operating expenses: monitoring, analysis, and action plan recommendations in order to optimize controllable costs
- Prepare regular sales reporting and analysis including monthly reports that provide qualitative analysis for business development
- Participate in the daily setup and breakdown of the boutique for opening and closing, as needed
- Motivate and support the Boutique staff
- Communicate strategic brand initiatives by regularly conducting team meetings. Ensuring that staff is aware of Maison strategies and knowledge, boutique targets, client experience best practices, local/global competitive landscape, and industry news
- Educate and inspire the boutique team with Maison knowledge, local/global competitive landscape, and industry news
- Perform administrative and HR tasks including but not limited to commission accuracy checks, scheduling, payroll, and overtime management
- Actively recruit and maintain a talent pipeline
- Identify training and coaching opportunities for the sales team. Partner with boutique management and corporate partners (Retail Coaches and L&D) in order to elaborate and implement the coaching and training plan
- Lead the performance management process through regularly scheduled individual meetings including biannual performance review
- Assess potential and propose development opportunities in partnership with boutique management, HR, and Career Committees
- Uphold the Cartier standards with the ability to project an approachable and professional image in personal appearance, manner, and demeanor
- Create a positive and productive boutique environment by leveraging both personal and team savoir-faire to create a highly collaborative network at all times both in person and via telephone
- Bachelor's degree in a business-related field is a plus
- Additional language skills are a plus
- 8-10 years of management, especially in luxury retail or hospitality
- Required experience in managing direct reports
- Must be available to work retail hours (including weekends), travel for training, client events, etc. as needed
- Previous experience with SAP is preferred
- Strong leadership skills
- Excellent analytical, organizational, and interpersonal communication skills required
- Enthusiastic approach with clients and colleagues
- Entrepreneurial spirit to develop their own business and build long-lasting client relationships
- Creativity in developing new ways to motivate and develop a team
- Collaborative approach with the ability to foster a united work environment with a “can do” attitude
- Strong understanding of client service needs and priorities (internal and external)
- Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
- Ability to work in a fast-paced, evolving environment
- Intellectual curiosity and passion for learning