Head of Retail Salon Job at Sotheby's (Hong Kong)

Job Description

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.

Job Responsibility

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
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
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
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 Merchandising activities
Responsible for implementing and updating the Visual Merchandising of Sotheby’s: display of products, windows and signage exposure, ad-hoc thematic, digital content
Promote a positive, cooperative, and professional work environment that foster trust, integrity and respect
Coach, train, motivate and lead the team by example with high performance standards
Drives growth and people development plan: set performance targets for team and individuals with relevant KPIs, perform regular follow up and one-to-one meeting, as well as annual performance review
Conduct daily briefing and develop a client-oriented approach with regular role plays
Identify and plan team’s training requirements

Requirements

Bachelor’s Degree required, ideally in relevant area of study/interest
Minimum 7 years of sales experience in the field of Luxury Retail and/or Store Management
Required experience in managing direct reports within a Retail/Luxury/Hospitality environment
High standards of client services and luxury hospitality
Ability to motivate and lead a team in achieving company goals
At ease in engaging, networking and selling to HNWI and UHNWI
Existing local client base a plus
General knowledge on luxury products and industry trends is a must
Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy
Customer oriented, strong collaborative spirit, and excellent communication skills
Able to work retail hours including weekends and to travel for events or client meetings
MS office and Computer literacy
Fluent in Cantonese and English
proficiency in Mandarin and other language skills a plus

Nice to have

Existing local client base
proficiency in Mandarin and other language skills

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Head of Retail Salon

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