Boutique Manager

Richemont•Miami, FL

About The Position

The Panerai Boutique Manager leads the boutique business and team to achieve business objectives and deliver an exceptional service culture. The role manages all aspects of boutique operations, including sales, clients, team performance, KPIs, and procedures, and represents Panerai as a brand ambassador with clients, employees, and at work-related events. The manager is responsible for boutique image, appearance, maintenance, merchandising, and security, as well as compliance with company and Richemont procedures and legal, fiscal, and customs regulations. The manager develops sales in line with retail strategy, monitors profitability and costs, analyzes and forecasts sales, manages cash control and stock, and completes required reporting. The role also hires, develops, coaches, and evaluates sales staff; manages scheduling and training; builds long-term client relationships and customer databases; coordinates after-sales service, VIP follow-up, product launches, and boutique events; and reports boutique-related issues to the Brand Manager.

Requirements

5–10 years of experience in luxury retail.
Excellent organizational skills.
Ability to motivate, manage, and develop a team.
Strong leadership and negotiation skills, with a passion for service.
Good analytical skills.
Attention to detail and ability to handle multiple projects simultaneously.
Self-motivation, a customer service mindset, and creative problem-solving skills.
Excellent presentation and oral and written communication skills.
Fluency in spoken and written English.

Nice To Haves

Strong technical knowledge of watches.
Italian language skills.

Responsibilities

Represent Panerai’s image in the boutique and at off-site events or other work-related functions.
Maintain the appearance, upkeep, and merchandising of the boutique, including its exterior and interior displays, fixtures, lighting, and materials.
Manage boutique security, train and assign security tasks to sales advisors, and ensure opening, closing, cash register, and safe procedures are followed.
Ensure compliance with company procedures and Richemont legal, fiscal, and customs regulations.
Develop sales in accordance with the retail brand strategy, maximize profit while minimizing costs, and achieve KPIs set by retail leadership.
Analyze sales figures, forecast sales based on market demand, seasonality, and waiting lists, and assist with sales advisor commission calculations.
Control the cash register and manage stock and inventory, including stock accuracy, periodic stocktaking, and replenishment follow-up.
Complete daily sales reporting and monthly reporting on sales and relevant business activity; identify strengths and weaknesses and define action plans.
Report on competitor activity and changes in the business environment and economy.
Hire and manage sales advisors and, where applicable, an assistant boutique manager; oversee staff development, daily management, holidays, and vacancies.
Implement and follow up on staff training, conduct regular appraisals, monitor staff appearance and behavior, and coach the team toward individual and collective goals.
Report boutique issues and specific needs relating to staff, clients, sales, products, furniture, and point-of-sale materials to the Brand Manager.
Build long-term client relationships, implement the CRM marketing plan, and develop a qualified customer database.
Provide excellent after-sales service and coordinate repairs with head office and the Richemont Customer Service Center.
Handle special client requests and complaints, coordinate product launches and boutique events, and manage VIP client records, follow-up, presentations, and private viewings.