As a Brand ambassador, you are responsible for maximizing the overall brand image, client experience, and store productivity in various areas such as sales, operations and after-sales services for high-end jewelry, watches, and accessories. You represent our brand by promoting its values and ambitions, and you motivate your team to strive for excellence.

Reporting directly to our Managing Director Switzerland, you embody our Maison’s values and manage the store operations of our Boutique in Zürich. You inspire and lead a team of nine people to deliver the ultimate client experience, achieve their full potential with outstanding results, and ensure operational excellence across all client touchpoints.

Accountabilities

Client Experience & Clienteling

• Constantly lead the store team to deliver a unique and memorable client experience, providing luxury service on any occasion (click and collect, browsing, purchase, after-sales, complaints)
• Motivate the store team to engage with clients beyond in-store transaction and fostering an omnichannel mindset
• Ensure the team’s expertise in product knowledge, storytelling, and selling skills
• Guarantee the best team adoption and understanding of all digital tools
• Facilitate new omnichannel client journeys, promoting client services offered within the Maison
• Transform the success factors of in-store client experience to remote modes (remote selling, live chat, client outreach)
• Set a clienteling store strategy in alignment with the Maison’s strategy to develop client engagement and loyalty across all touchpoints. Drive clienteling activities among individual team members, ensuring precise follow-up of client portfolios, clienteling KPIs, and achievements. Identify opportunities and implement improvements
• Demonstrate the ability to recruit clients by leveraging local networks, cultivating key industry-related relationships, and having knowledge of local cultural activities

Drive and Grow Business Performance

• Maintain a comprehensive and omnichannel vision of the business (master KPIs, identify key drivers and opportunities)
• Continuously assess store performance, developing, and implementing 360° action plans to improve results and generate sales across all channels
• Cascade and adapt business objectives to each team member
• Set you store strategy and demonstrate ownership. Be pragmatic and precise in your action planning and objectives. Engage in conversations with HQ teams by providing feedbacks and quantifiable insights. Partner efficiently and proactively with cross-functional teams to drive the business forward

People Management & Development

• Contribute to the selection and recruitment of high-performing profiles
• Develop team competencies and skills through coaching, mentoring, and identifying training needs
• Motivate and energize the team : ensure best practice sharing, empower talents, and delegate responsibilities
• Communicate clear and precise objectives, and sharing results and feedback
• Organize team planning according to business needs
• Increase team awareness of market trends
• Lead change within the team to foster a client-centric and omnichannel culture

Store Operations Management

• Ensure all Maison procedures and policies are well-known and applied by the team
• Oversee day-to-day operations consistently
• Coordinate retail activities with internal departments, including Digital/e-Commerce, Merchandising, Visual Merchandising, and Client Development, to synergize the needs of all departments for achieving common corporate objectives
• Ensure smooth and optimized operations management

Profile

You possess valuable experience of 10 years in a similar position within a high-end luxury boutique, demonstrating expertise in retail store operations and sales techniques. Your extensive knowledge spans marketing, media, and merchandising. Leveraging excellent networking skills, you have successfully expanded client portfolios. Proficient in the Microsoft Office suite and other systems, you exhibit versatility in technology. Additionally, fluency in English and proficiency in German, Italian or French are advantageous assets.

As a team leader overseeing nine people, you are passionate about developing a strong team through effective training to increase technical and product knowledge, as well as developing sales and stock management skills. You provide the tools and demonstrate leadership by playing an active role on the selling floor and you continuously motivate and coach client advisors to meet assigned sales and productivity goals.

You are flexible and innovative, and you work in an organized and structured manner. Your excellent communication, influencing, and negotiation skills allow you to perform in your daily activities and you are fully dedicated to clients and maintain effective relationships with customers. As a charismatic leader, you motivate, develop, and build strong bonds within the team, and create a positive and harmonious work environment.