Job Description

Job Summary

The Salon Manager/Director (title to commensurate with experience) is responsible for achieving and exceeding the Salon’s goals and ambitions. The Manager/Director will build both short and medium-term action plans to further develop the local business. The Manager/Director is expected to deliver excellence within every facet of the Salon business and set the standard for the team in terms of optimizing sales potential, elevating client experience and achieving operational excellence. The Salon Manager/Director will have oversight of the 4 key business functions: Sales, Client Development & Experience, Operations & High Jewelry Development.

Key Duties, Responsibilities and Accountabilities

Sales & Sales Support

• Develops sales planning, phasing, and related action plans.
• Achieves & exceeds annual sales budget.
• Delivers accurate monthly & weekly sales projections.
• Maintains pending sales data and ensures timely invoicing and delivery.
• Mentors, coaches, and supports the Sales Executives in the development and execution of strategic action plans to achieve sales goals.
• In charge of the seamless operation of the Sales Floor and that all parties are trained and purposefully leveraged to achieve Salon sales ambitions.
• Oversees client development program as well as other sales, marketing, CRM and customer service initiatives, ensuring all company goals are met.

Client Experience & Development

• Responsible for consistently delivering the Harry Winston client experience standard and continuously working to elevate the level of excellence within the Salon.
• Ensures Flagship clients & prospects receive outstanding service, and all customer issues are resolved in a timely manner and exceed customer's expectations.
• Leads client treatment strategy and implementation and ensures that proper programs are in place to build relationships and sales results.
• Partners with Marketing to develop relevant tools, events, and client treatment opportunities as a key part of the client development strategy. Responsible for vetting client list and ensuring that sales and client objectives are met.
• Develops local network, partnerships, prospects, and opportunities to build visibility and relevance of the Salon.
• Promotes the Harry Winston image within the community.
• Manages client entertainment and ensures that related budgets are strategically leveraged.
• Oversees VIP client treatment.

Team Management & HR

• Manages salon Team (Sales, Sales Support, Operations & HJ) in all aspects.
• Oversees the Salon schedule ensuring business needs are met.
• Responsible for making sure all members of the team understand their role, scope and objectives, company policies and are given the appropriate training to be successful and deliver expected results.
• Leads performance & talent management processes for the Salon with direct oversight of Operations Manager and Sales Executives.
• Recruits and onboards new staff members and develops succession plans for key roles.
• Leads monthly meetings with each Sales Executive to ensure sales objectives are being met and plans are in place for future success.
• Hosts weekly and monthly team meetings to ensure all salon functions are aligned on objectives and are working together towards success.

Merchandising & Display

• Monitors product sell-through reports and has frequent dialogue with the merchandising department to advocate for optimal store inventory and merchandise assortments to meet the business needs.
• Regularly discusses and gathers product needs, missed opportunities, and wish-lists and shares feedback with the Merchandise planning team.
• Ensures that merchandising is beautiful, impeccable, and compliant with HW directives and standards.

Operations

Ensures that all systems related processes and reporting related to daily sales and operations are executed with accuracy:

• Sales invoicing and credit issuing
• Client data entry
• Daily sales flash & accounting document submission
• Inventory tracking and stock reconciliation
• Repair management
• Merchandising transfers and Logistics
• Quality Assurance
• Makes certain HW Policy is complied with in day-to-day business.
• Oversees daily floor counts and ensure accuracy and adherence to company policy.
• Responsible for ensuring compliance with all policies and procedures from Retail Operations to Finance to Security & loss prevention.
• Ensures that the Operations team is aligned on the Salon goals and ambitions and is working to seamlessly support the sales & client experience objectives.
• Supervises the efficient operation of the vault, the daily opening / closing procedures.
• Ensures the team complies with all Security related requirements in all Salon areas.
• Has oversight of all daily, monthly, and yearly inventory reconciliation.
• Ensures that the operations team is on top of all inbound and outbound transfers and that all requests are responded to and acted on in a timely manner and that all business needs are met.

Job Qualifications

• Strong luxury retail background (minimum 10 years)
• Strong management & leadership skills
• Strong communication & relationship skills
• Strong resolution & analytical skills
• Gemstone, jewelry and timepiece knowledge
• Passion for High Jewelry & client treatment
• Bachelor's degree

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