High-End Manager

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.

Key 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 & execution outside of WFJ network through Fashion teams, landlords, personal shoppers, and to share mall shopper insights from competitor brands (who we should actively target within mall database)

• Understand all local boutiques’ HEB clients thoroughly and be able to prioritize different clients depending on the appropriate event or sales opportunity.

• Closely monitor client engagement results and partner with boutique management team to take necessary actions to optimize results.

Foster Internal Partnerships

• Make HEB top-of-mind for Fashion staff and clients via training, personal interaction & networking.

• Build relationship with Fashion team to facilitate HE client referral to his/her boutique.

• Collaborate with all departments and boutiques on implementation of sales & client development plans.

High-end Assortment Merchandise & Inventory

• Support WFJ Merchandising team in proposing the right HEB category mix for boutiques/events based on each HEB need.

• Provide regular feedback from clients on HEB categories to WFJ Manager, Retail Manager & Merchandising team.

• Make suggestions to VM in driving HEB sales.

• Actively suggest HEB merchandise transfer proposals when there are high potential sales opportunities and to leverage those opportunities across local boutiques.

• Provide recommendations on repair and quality check of HEB categories.

• Supervise inventory & report discrepancies in a timely manner.

• Reinforce Company’s guidelines and ensure that proper controls are being followed to prevent stock loss, pilferage or damage through daily briefing and coaching session.

Expectations on role

• HEB Contribution

• Be an expert & point of reference in HEB & HE client experience.

• Always be an ambassador of Chanel Vietnam’s HEB.

• Engage & strengthen relationships with the top clients & provide a superb client journey.

• Team Development

• Gamify and make HEB sales/ client development goals fun and understandable for retail teams.

• Suggest needs on incentives & team-building in order to foster a vibrant HEB community within boutiques.

• Find opportunities for the WFJ team to build long-term relationships with FAs and Fashion clients.

• Identify & develop potential clients as a partner with all FAs/ SFAs in boutiques.

• Provide coaching & facilitation on clienteling, outreach, storytelling and closing sales.

• Business Development

• Explore external opportunities to recruit new HEB clients with WFJ, Retail & Marketing teams.

• Develop good knowledge of VIP clients from the malls.

Key requirements: Academic / Professional Qualifications

• Bachelor’s degree, minimum.

• GIA Gemmologist is preferred.

Work Experience:

• Solid experience in retail industry, experience in WFJ / luxury background.

• Minimum 5 years of experience in relevant retail supervisory experience

Required Competencies

• Proactive and passionate

• Excellent communication skills

• Good command of Vietnamese and English

• Good presentation with excellent interpersonal, teamwork & communication skills

• Strong customer services mindset and excellent customer service skills

• Presentable appearance

• Open to feedback and able to deliver messages in a positive manner

• Leadership skills including deep listening, open minded, empathy, caring

• Being a role model, able to conduct training and coaching

• Problem-solving skills

• Planning and organizing skills

• Strong teamwork

• Strive for excellence & continuous improvement

• Computer literacy