Head of Retail Salon, Hong Kong

THE ROLE

The Head of Retail Salon, Hong Kong is responsible for working together with the Global Head of Retail to set the regional Salon business strategy to achieve key KPIs around client journeys, engagement and loyalty, and creating an ultra-luxury environment; leading from the front through consistent presence on the floor and enabling the Client Advisor teams to achieve the sales targets; and working together with regional corporate functions to bring an ultra-luxury, cross-category experience to life across product assortment, marketing and events, services implementation, and seamless operations.

RESPONSIBILITIES 

Boutique Growth & Performance Management (including Business Development)

• Fully responsible for achieving the sales targets defined for the year
• Propose, define, and oversee the implementation of a strategic and dynamic action plan to achieve the Boutique sales targets & relevant KPIs
• Proactively identify new business opportunities, aiming at generating additional traffic to drive results
• Maximize the potential of the cross-category products environment in the store, capitalizing on all available resources (visual merchandising, training, CRM tool, events …)
• Lead by example on the floor and act as a Sotheby’s Ambassador, understanding the clients’ needs, and identifying potential areas of improvements
• Be aware of the surrounding luxury competitive environment, its dynamics and market trends
• Build a solid database of local and international HNWI

Luxury Hospitality & Retail Excellence

• Maintain a consistent, uncompromising high level of presentation while providing ultra-luxury hospitality services to clients
• Manage the customer flow on the shop floor ensuring a smooth handling of the traffic and exceptional retail experience
• Promote a client-centric mindset within the team, always exceeding clients’ expectations and fulfilling their needs with outstanding retail experience
• Perform daily, weekly and monthly reports in order to track key metrics: sales achievement, customer service, CRM analysis and client retention, staff commission

Operations & Inventory Management

• Guide and supervise the team in the correct execution of all operating procedures and policies (security, compliance, opening and closing of the store)
• Work with corporate partners to ensure consistent sourcing of most-desired product merchandise in each category
• Responsible for all inventory management and documentation: ensure that the stock is properly secured, complete and accurate at all times
• Monitor the Boutique expenses within budget guidelines
• Ensure that the store respects high standards of cleanliness and presentation
• Plan monthly roster/shifts and resources allocation; advocate for additional resources as needed

Marketing, Events & Visual Merchandising

• As part of the strategic and dynamic action plan, propose and assist in execution of marketing activities to maximize the use of the space and enhance the Boutique awareness
• Work on a programming event scheme with regular and diversified content
• Collaborate with Sotheby’s peers (marketing, store design & local office teams) in the execution of the marketing and Visual Merchand