Hospitality performance, Clienteling & Sales Achievement
- Achieve clienteling & sales results, monitor KPIs, and help to maximize profits of HK Boutiques through engaging client experiences and the team using programs and techniques set out by the brand.
- Support high-end ticket objectives by reaching targets.
- Contribute to the sales of exceptional timepieces (Les Cabinotiers, high end masterline references)
- Propose, define, monitor, and guarantee the implementation of dynamic client experiences and action plans to achieve Maison and local sales targets.
- Maintain a regular benchmark in the city to control your market share and define new business opportunities and good practices to be implemented.
- Develop partnerships with third parties (affinity partners, hotels, restaurants, business introducers, mall managers) with clear goals and guidelines.
- Manage the daily operations of the hospitality space, including overseeing exhibitions visits, F&B operations, inventory management, maintenance, and cleanliness.
- Ensure that our hospitality space is well maintained and in good condition to welcome clients anytime including but not limited to watchmaking PLV, floral, music, stock, etc.
- Work hand in hand with HKMO Sales & Marketing teams to control expenses within budget guidelines.
Customer Service / Customer Relation Management
- Entertain, engage with and develop local clientele for Vacheron Constantin HK Boutiques.
- Having a deep understanding of Vacheron Constantin client’s profiles (locals and tourists).
- Communicate with passion about the Maison, demonstrating an extensive knowledge of values, codes and history, and strong capacity to tell a story that will resonate with the customer.
- Maintain consistent, uncompromising high standards of customer experience, service and Customer Relation Management.
- Provide personalized and attentive service to all clients, ensuring their needs are met and exceeded.
- Develop local VICs network cultivating strong clients’ relationships and leveraging Maison hospitality strategy.
- Identify existing and future VICs, propose and align action plans to grow loyalty.
- Evaluate sleeping VICs with CRM and Boutiques teams in order to re-activate them.
Events Initiation, Management, and Representation
- Strongly contribute to grow Brand’s reputation and desirability in local networks.
- Initiate and participate in regular client & PR events at the hospitality space with existing and new clienteles.
- Support Boutiques teams on VICs’ proposal, sales' presentation, clienteling & Hospitality activities.
- Be proactive and assist in planning and execution of marketing activities.
- Coach, train, motivate and lead by example with high standards of grooming, customer engagement and high degree of professionalism.
ABOUT YOU
- You have minimum 7 years of strong experience in Luxury Hospitality and/or Retail management
- Ideally with successful experience in Boutique management
- You hold a Bachelor degree or equivalent
- You have experience or strong interest in the watchmaking market
- You demonstrate solid interpersonal, project management, creativity skills and problem solving
- You are entrepreneur, natural leader with a strong empathetic and energetic communication style
- You have the ability to be ‘hands on’
- You are client oriented and eager to be on the field, interacting with clients and partners
- You are fluent in English and Cantonese, Mandarin and French a plus.
