Job Summary
The Sales & Client Experience Manager supports the Salon Director in all efforts to achieve the sales and client experience goals for the Beverly Hills Flagship Salon. The three primary focus areas will be the coaching and development of the Sales Executives & sales support staff, consistently delivering all HW Beverly Hills clients and prospects a most elevated experience and supporting the Salon Director and Sales Executives in developing and executing action plans to deliver sales growth. The Sales & Client Experience Manager will also be expected to manage all aspects of the store in the absence of the Salon Director.
Key Duties, Responsibilities and Accountabilities
Sales & Sales Support:
- Participates in the development and successful achievement of the Salon sales plan.
- Mentors, coaches, and supports the Sales Executives in the planning and execution of strategic action plans to drive sales.
- In charge of the maintenance and compliance of the rotation (UP) system ensuring proper level selling floor coverage and managing client appointment requests.
- Ensures that the Salon Assistant team is engaged in every client presentation and able to add value from a selling standpoint: pulling and gathering merchandise as directed, listening, and anticipating Sale Executive needs, helping to ensure that every client opportunity is maximized.
- Responsible for assisting the Sales Executives with their clientele development efforts including maintenance and utilization of their client books, ensuring proper client communication and business generation activity.
- Collaborates with Salon Director in the development of special event initiatives and maintains special event calendar.
- Responsible for ensuring the Sales and Sales Support teams follow all policies and procedures from Retail Operations to Finance to Security & Loss Prevention.
Client Experience & Journey:
- Puts in place a Beverly Hills Flagship client experience standard that is systematically delivered and continuously elevates level of excellence.
- Ensures clients & prospects receive outstanding service and that all customer issues are resolved quickly and exceed customer’s expectations.
- In partnership with the Salon Director, works to ensure that Sales Executives are consistently delivering their Sales & Client experience goals.
- Purposefully leverages the Salon Assistant team to maintain in-store client experience: warm welcome, seamless introduction to Sales Executive, active support throughout the sales interaction from providing refreshments to anticipating product needs.
- Work closely with Salon Director and sales team with clientelling and client treatment initiatives and ensures that proper programs are in place to build relationships and sales results.
- Leverages events and client treatment opportunities as a key part of the client development strategy and manages client invitation lists.
Merchandising & Display:
- Assists Salon Director to monitor sales professional and customer feedback and product sell-thru reports. Maintains frequent dialogue with the Merchandise Planning department to optimize inventory for the business needs.
- Leads weekly meetings to discuss and gather product needs, missed opportunities, and wish lists.
- Manages all product requests related to client opportunities and ensures that requests are handled in a timely and precise manner.
- Ensures that Salon Assistant team is supporting daily set up and pulls and that the visual displays and merchandising is compliant with HW directives and standards.
- Oversees daily floor counts and ensures accuracy and adherence to company policy.
Management:
- In partnership with Salon Director, supports Sales Executives in achieving sales and client experience goals.
- Trains and oversees the performance of the Salon Assistant team.
- Motivates and supports staff development, including on-boarding, sales training, and support building clientele.
- Maintains Sales Assistant schedule to ensure proper coverage.
Job Qualifications
- Strong luxury retail background (minimum 10-12 years)
- 3-5 years of luxury retail management experience, preferably in a Boutique/Salon
- Ability /interest in future relocation of career development opportunities
- Must be open to relocation in the major US cities we operate or anticipate – this is a developmental assignment
- Gemstone, jewelry, and timepiece knowledge
- Microsoft Office
- College degree
- GG is strongly preferred
- Ability to work in a fast-paced team-oriented environment
- Strong problem-solving skills
- Strong communication skills
- Strong attention to detail
- Strong resolution skills
- Strong relationship building skills
- Strong analytical skills
- Foreign languages a plus
- Meets Harry Winston standards for leadership and behavior
- Ability to travel as needed
- Affinity and experience entertaining clients and knowledge of art, dining and entertainment in the Los Angeles area
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