High-End Manager

Responsibilities

• High-End Business Focus
• Act as the high-end business partner to Boutique Leaders:
• Drive & achieve individual, boutique and national level high-end sales.
• Grow & develop the high-end client base in partnership with boutique management teams.
• Voice out the needs in how to advance HEB sales opportunities and staff capabilities.
• Seek for new HE sales & client development/acquisition opportunities both within, and outside of the boutique: actively take initiatives in turning these leads into action plans with WFJ Manager and Retail Manager
• Explore Bespoke opportunities and take initiatives to proactively define tailor-made strategies.
• Provide timely reporting on HEB sales - TBIs, settlements, and sales to date.
• Expertise and Business Acumen
• Comprehend how WFJ business generates revenues in relation to measurable KPIs tied to commercial, client, operations, and brand aspects; and how HJ sales contribute to results.
• Impart stellar HEB awareness amongst boutique population (FJA and FA) & execute HEB sales strategies.
• Install excellent knowledge in gemmology, watchmaking, and savoir-faire for all staff.
• Develop sales and educational tools for the retail population to advance HEB sales & story-telling capabilities.
• Demonstrate the ability to transmit and communicate the "Chanel Difference" with external and internal clients.
• Collect and share competitors' insights and market intelligence with suggestions on how to beat the competition.
• Ignite clients' desire of purchase through styling expertise: mixing and matching of Jewellery pieces across different Chanel collections as well as the clients' own Jewellery.
• High-end business Sales Team Development
• To be the elite of HEB and champion the retail team to drive sales in LSD, HJ, HH, VHETI and Bespoke.
• Step in to assist team members in closing sales and client development during client appointments, especially during events.
• Motivate and support the sales teams and boutique management teams for HEB sales.
• Develop High-end sales capability of our sales team - with defined KPIs e.g., how many FAs selling HEB categories for the first time this full year.
• Identify potential HEB talents (internal & external) and assist in developing them into HEB experts/specialists.
• Anticipate talent needs in boutiques, encourage team members to aim high, and lead effort to find the right resources and tools to have the team at its best.
• Form diverse teams within boutiques, motivate individual members to think creatively by sharing ideas and skillsets, and promote collective thinking and teamwork.
• One-to-one coaching (mindset-oriented)
• Enhance and Supervise the Delivery of Ultimate Luxury Customer Experience
• Actively engage and escort VIP clients in new client experiences/activities such as HJ Salon and overseas trips
• Develop high-end partnerships and synergy between boutiques, with best practices & case study sharing to create a platform for synergy and success within Vietnam.
• Provide coaching to the team on how to engage and captivate potential high-end clients.
• Conduct coaching with FAs on presentation and quality control of high-end merchandise on regular basis.
• Supervise and observe the behaviour & performances of all retail staff, and step in to provide prompt assistance in customer enquiries and complaint resolution quickly and effectively.
• Client Engagement and Relationship Management
• Identify opportunities & implement a proactive strategy and actionable plans in new high-end client acquisition.
• Provide strategic planning and assistance to all retail staff on High-end client engagement/relationship management.
• Recruit clients beyond Chanel distribution (i.e., networking).
• Establish own client network and have ability to perform advanced client profiling.
• Monitor and enforce staff's client engagement & relationship-building behaviour for high-end clients, and provide timely feedback of praise and/or areas of improvement.
• Closely work with Fashion team to identify and convert their VIP clients, and to "buy-in" our fashion team counterparts.
• Work with boutiques' team members to gain a thorough and personalized understanding of HEB clients to provide personalized experiences and services.
• Take the lead on client outreach initiatives & exec

Additional Information

Job Purpose: Drive WFJ sales and client development activities, with an emphasis on High-end business (High Jewellery, High-end Watches, High Jewellery Watches, and High-end Bespoke Service.) The High-end Manager will be the reference for all HEB matters in Vietnam and possesses expert knowledge in High-end Business (HEB) categories (HH, HJ & HJW) and is responsible for driving the high-end business sales objectives of all local boutiques in Vietnam. The person will also act as the key person in developing the HJ client base and nurturing the client relationship/engagement with HJ clients. The person will inspire and motivate the entire team in providing the ultimate luxury customer experience.

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