Boutique Manager - Hudson Yards - Piaget

New York, United States
24 Nov 2020
13 Jan 2021


The Boutique Manager role is a brand ambassador of Piaget, who is responsible for achieving sales targets & KPI's, developing a sales team, client networking, and enforcing operational policies. This role demonstrates the refined luxury lifestyle of Piaget through customer service, attitude and behavior, always making decisions in the best interest of providing an elevated client experience. As a leader, he/she manages his/her team in line with Piaget's values and supports talent development for individual careers and collective team performance.


  • Responsible for the achievement of sales goals and KPIs while proactively enhancing the client database.
  • Define together with the Network Sales Director the annual strategic action plan as well as objectives of the boutique.
  • Demonstrate creativity & "thinking outside the box" in generating business for the boutique.
  • Community outreach and networking to identify new business and client opportunities.
  • Master a strong knowledge of the boutique business and assess local market opportunities to implement a proactive and effective sales strategy.
  • Strategize & execute outreach to local prestige market.

  • Develop, train and motivate boutique team to achieve individual sales goals and client development.
  • Play an active role on the selling floor with spot coaching and training.
  • Ensure team understands and is compliant with all Richemont and Piaget compliance and standards.
  • Conduct regular touch bases to review associate performance and KPI's in development of overall business strategies.
  • Partner with Human Resources and Network Sales Director to oversee recruitment and hiring of sales team.
  • Develop your team through the annual PMP process, assigning objectives and KPI's-making regular assessments during the year.
  • Partner with the Network Sales Director to establish a strategic development plans for each team member.

  • Deliver the Piaget experience to the highest standard to all clients and prospects while adhering to brand guidelines.
  • Provide exceptional customer service and create memorable moments by surpassing client's service expectations.
  • Be a Piaget Ambassador & develop a detailed knowledge of all Piaget creations.
  • Analyse Mystery Shopping and Voice of the Client feedback to create meaningful clienteling actions.
  • Activate CRM activities within the boutique and work with the sales team to execute according to brand guidelines.
  • Develop and execute strategic events to enhance the client experience in and out of the boutique
  • Ensure quality of data capture while also maintaining local compliance rules and regulations.

  • Shared responsibility of P&L of boutique with controlling of the boutique expenses (discounts, gifts, T&E, etc).
  • Ensure Boutique check list is fully implemented, and that Brand's guidelines are respected with no exception.
  • Oversee the process of staffing and scheduling associates to ensure Richemont and local state compliances.
  • Follow and implement all required Richemont and brand procedures, standards and policies.
  • Facilitate weekly/monthly/quarterly/yearly reporting to support business objectives.
  • Delegate boutique operational activities and establish clear responsibilities within your team.
  • Handle relationships and commissions with intermediates and third parties (tour guides, concierges...) according to guidelines.
  • Ensure boutique is properly maintained (lights, furniture...) and take corrective actions to repair as needed.

  • Oversee all operational processes in partnership with Operations and Richemont Teams including shipping and receiving, inventory, security, transfers and damages to ensure adherence of company policies and procedures while monitoring store profitability.
  • Manage and support the team with daily and annual inventories and cycle counts.
  • Coordinate with Operations team on any High Jewelry/HTI needs and stock movement.
  • Control the quality of the stock (scratches, movements, batteries for quartz watches...) and make sure all pieces are handled with extra care and in perfect selling conditions.
  • Oversee store visual merchandising presentations and ensure alignment with brand direction and business trends.

  • 5 to 10 years' experience with a strong passion and understanding for the luxury retail and/or service industry.
  • Passion for developing teams and implementing actionable development plans.
  • Excellent communication and organizational skills both written and verbal.
  • Well-groomed and demonstrates an attitude of professionalism, conscientiousness and reliability.
  • Takes initiative, is conscientious and provides complete follow through on all aspects of responsibility
  • Ability to motivate others, has a "team player" spirit and the ability to work well within a group/team dynamic
  • Shows innovation and initiative in setting customer care standards.
  • Proficiency with SAP and Microsoft Office software
  • Assist with special projects as needed
  • Enthusiastic, self-confident and self-motivated with a positive attitude at all times.
  • Able to work flexibly, embrace and manage change.