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Boutique Manager

4 months ago

London, Greater London, United Kingdom SARAH CHAPMAN LIMITED Full time

Line Manager: Clinic General Manager

Contract type: Full-time, permanent

Job Summary:

We are seeking a highly organised, pro-active and results-driven Boutique Manager to join the Sarah Chapman team on a 12-month maternity cover.

This individual will be accountable for key deliverables such as commercial growth, operational site efficiency/excellence, and high-quality, client-centred service. You will set the tone and culture within the Boutique and will be given full departmental P&L responsibility for its overall commercial success.

The successful candidate will provide excellent and managerial leadership and appropriate advice and support to other staff in the team. You will work closely with the Clinic and Medical Managers to support the Clinic General Manager in the overall running of the business. You will champion exceptional customer service, create a happy working environment for employees and ensure continual financial growth. This is an amazing opportunity to work in a prestigious clinic with a discerning clientele.

Key Responsibilities:

Business/Commercial

  • Ensuring maximum profitability and retail excellence by tailoring and implementing business strategy to achieve sales, profit, and budget objectives
  • Developing department financial P&L's, working towards performance targets and managing the forecast budget
  • Undertaking effective range and demand planning of new and core product, providing accurate and timely SKU-level annual and quarterly forecasts for stock to the Supply Chain to optimise stock availability and minimise write-off/wastage
  • Maximising brand collaborations, loyalty schemes, sampling and in-store events and social media opportunities - working in partnership with the head of Special Projects, Marketing & PR Teams
  • Working to service/sales KPI's, upscaling sales of Boutique services eg: Glow Zone facials, LED, Endymed, etc.
  • Engaging the local community and increasing the customer database
  • Sharing ideas, market trends and staff/customer product feedback with NPD Team to feed creative brainstorming
  • Supporting all new product launches from a retail perspective and working closely with internal teams on future concepts and launches
  • Staying ahead of the curve within the beauty and retail/treatment industry and ahead of our competitors. We are leaders in skincare and treatment innovation and this role is critical to conveying this position within the industry
  • Ensuring the client journey is seamless and complete, resulting in customer retention and happy customers
  • Investigating ways to promote customer loyalty and retention, also monitoring reasons for client dissatisfaction and taking any action required
  • Ensuring that you have an in-depth knowledge of all Sarah Chapman products, ingredients, treatments, and a strong understanding of skin concerns

Team Management

  • Ensuring motivation and performance across the team through timely and efficient onboarding, training and development, regular performance management and handling of disciplinaries/grievances. Be compassionate and supportive for any struggling employees
  • Staff management: including, recruitment, staff rotas, annual leave, sickness, incentives, and payroll assistance. Ensuring always that appropriate cover is available for all absences such as annual leave, sickness, or meetings for all staff
  • Setting sales incentives to drive the team's motivation and to increase their sales commissions around peak trade or events
  • Influencing and inspiring the Boutique Team to continually evolve their knowledge and to deliver best-in-class service
  • Working closely with the Clinic Facial Trainer to ensure the team receive the correct training and complete this successfully and to brand standard

Site Management

  • Overseeing the day-to-day running of the Boutique ensuring governance and quality assurance, the maintenance of a safe working environment and the operational management of the space
  • Overseeing all elements of the site in partnership with the Clinic Manager, including but not limited to: Landlords, building maintenance, emergency procedures, cleaning, IT services, floristry, laundry, PAT Testing, CCTV, etc.
  • Ensuring the site complies with all aspects of Health & Safety legislation by maintaining health and safety policies, undertaking risk assessments, complying with the requirements of COSHH and RIDDOR
  • Ensuring innovation within the Boutique space, evolving, and maintaining technological features and experiential elements eg: Glow Zone facials , skin scanning, LED treatments, video projections, etc.

KPI's:

  • Meeting revenue and P&L targets
  • Efficient team motivation and management across employee journey
  • Efficient and smooth processes and systems are in place to support service delivery
  • Health & Safety regulations and compliance in place and adhered to
  • Spotless Boutique maintenance and presentation

Skills & Experience Needed:

  • Minimum 5 years' experience in managing a beauty retail environment with a proven financial success
  • A Beauty Therapy qualification at NVQ level 3 or above (or equivalent)
  • Experience of P&L accounts or budgetary management to control costs
  • Excellent organisational and communication skills
    • Excellent IT skills (Pabau, Microsoft, Google Drive)
  • The ability to work with complete discretion and to meet the exacting standards that are expected from a VIP clientele
  • Demonstrate forensic attention to detail and to always strive for perfection
  • Ability to manage several tasks, a heavy workload and to work well under pressure
  • The ability to train and educate teams through listening, understanding, and advising
  • A 'customer first' attitude and approach to working
  • Competitive commission structure
  • Skinesis product allocation every quarter
  • In house and 3rd party training

Schedule:

APPLICATION FORM * Required First name * Last name * Email address * Resume (.pdf and max of 4MB) * Phone number * Cover Letter (optional)
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