Head of Retail Salon, Hong Kong
ABOUT SOTHEBY'S
Established in 1744, Sotheby’s is the world’s premier destination for art and luxury. Sotheby’s promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Design, as well as collectible cars and real estate. Sotheby’s believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.
THE ROLE
The Head of Retail Salon, Hong Kong is responsible for working together with the Global Head of Retail to set the regional Salon business strategy to achieve key KPIs around client journeys, engagement and loyalty, and creating an ultra-luxury environment; leading from the front through consistent presence on the floor and enabling the Client Advisor teams to achieve the sales targets; and working together with regional corporate functions to bring an ultra-luxury, cross-category experience to life across product assortment, marketing and events, services implementation, and seamless operations.
RESPONSIBILITIES
Boutique Growth & Performance Management (including Business Development)
- Fully responsible for achieving the sales targets defined for the year
- Propose, define, and oversee the implementation of a strategic and dynamic action plan to achieve the Boutique sales targets & relevant KPIs
- Proactively identify new business opportunities, aiming at generating additional traffic to drive results
- Maximize the potential of the cross-category products environment in the store, capitalizing on all available resources (visual merchandising, training, CRM tool, events …)
- Lead by example on the floor and act as a Sotheby’s Ambassador, understanding the clients’ needs, and identifying potential areas of improvements
- Be aware of the surrounding luxury competitive environment, its dynamics and market trends
- Build a solid database of local and international HNWI
Luxury Hospitality & Retail Excellence
- Maintain a consistent, uncompromising high level of presentation while providing ultra-luxury hospitality services to clients
- Manage the customer flow on the shop floor ensuring a smooth handling of the traffic and exceptional retail experience
- Promote a client-centric mindset within the team, always exceeding clients’ expectations and fulfilling their needs with outstanding retail experience
- Perform daily, weekly and monthly reports in order to track key metrics: sales achievement, customer service, CRM analysis and client retention, staff commission
Operations & Inventory Management
- Guide and supervise the team in the correct execution of all operating procedures and policies (security, compliance, opening and closing of the store)
- Work with corporate partners to ensure consistent sourcing of most-desired product merchandise in each category
- Responsible for all inventory management and documentation: ensure that the stock is properly secured, complete and accurate at all times
- Monitor the Boutique expenses within budget guidelines
- Ensure that the store respects high standards of cleanliness and presentation
- Plan monthly roster/shifts and resources allocation; advocate for additional resources as needed
Marketing, Events & Visual Merchandising
- As part of the strategic and dynamic action plan, propose and assist in execution of marketing activities to maximize the use of the space and enhance the Boutique awareness
- Work on a programming event scheme with regular and diversified content
- Collaborate with Sotheby’s peers (marketing, store design & local office teams) in the execution of the marketing and Visual Merchandising activities
- Responsible for implementing and updating the Visual Merchandising of Sotheby’s: display of products, windows and signage exposure, ad-hoc thematic, digital content
Team Management & People Development
- Promote a positive, cooperative, and professional work environment that foster trust, integrity and respect
- Coach, train, motivate and lead the team by example with high performance standards
- Drives growth and people development plan: set performance targets for team and individuals with relevant KPIs, perform regular follow up and one-to-one meeting, as well as annual performance review
- Conduct daily briefing and develop a client-oriented approach with regular role plays
- Identify and plan team’s training requirements
IDEAL EXPERIENCE & COMPETENCIES
- Bachelor’s Degree required, ideally in relevant area of study/interest
- Minimum 7 years of sales experience in the field of Luxury Retail and/or Store Management
- Required experience in managing direct reports within a Retail/Luxury/Hospitality environment
- High standards of client services and luxury hospitality
- Ability to motivate and lead a team in achieving company goals
- At ease in engaging, networking and selling to HNWI and UHNWI; Existing local client base a plus
- General knowledge on luxury products and industry trends is a must
- Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy
- Customer oriented, strong collaborative spirit, and excellent communication skills
- Able to work retail hours including weekends and to travel for events or client meetings
- MS office and Computer literacy
- Fluent in Cantonese and English; proficiency in Mandarin and other language skills a plus
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