Boutique Operations Manager - Riviera Maya

As a Boutique Operations Manager, you will be in charge of overseeing the back-of-house team in executing operational and administrative tasks, ensuring adherence to CHANEL standards of exceptional customer service, comprehensive product knowledge, impeccable personal presentation, and seamless teamwork at all times.

Key Responsibilities

Customer Experience / Customer Relationship

1. Establish and maintain strong client relationships by responding promptly and appropriately to all internal and external queries while ensuring that all clients are kept informed as appropriate.
2. Always provide the highest level of customer service to colleagues, including prompt response to requests from Clients, Boutiques Management, and Head Office.
3. When assisting on the boutique sales floor as needed, apply CHANEL standards of customer service such as welcoming clients, presenting new collections, and escorting clients to the door as appropriate.

Back Office Workflow & Management

1. Collect information and data for statistical and financial reports for the Boutiques and Head Office.
2. Maintain a variety of statistical records for the boutiques.
3. Conduct mid-month estimates with Boutique Managers.
4. Code all invoices, keep records, and send to the Head Office.
5. Update store policies/procedures manuals as per updates from Head Office.
6. Become a boutique super-user for all back-office systems and processes.
7. Follow up on Chanel et moi.
8. Process bank deposits and perform cash registers' daily reconciliations and forward them to Head Office.
9. Ensure prompt ordering of stationery and boutique supplies.
10. Promptly handle telephone calls in a pleasant and professional manner, providing relevant information and taking accurate messages and/or directing telephone calls.

Boutique Operations

1. Ensure secure and accurate use of the cash register, including the opening, balancing, checking, and closing and forwarding them to Head Office.
2. Assist in the process for both international and local boutique repairs in a timely manner (keep accurate control records of all customer repairs; ensure repairs are sent to Paris, Switzerland, and local authorized vendors; communicate repair status to clients and front-of-house staff).
3. Assist in minor accessories and watch repairs.
4. Assist in keeping all watch inventories current and ensure that the proper supplies of parts are available for repairs.
5. Communicate with contractors/vendors, management/IT to provide services for the boutique.
6. Keep accurate records of outgoing goods on loan to clients and merchandise sent to the cleaners and local authorized repair shops.
7. Manage Cashiers, Stockist, and alterations.

Fashion Division Support

1. Work with the Boutique Director and Sales Manager to order, organize, and allocate staff uniforms.
2. Communicate with corporate to order spare parts and alterations supplies.
3. Work with the Fashion Director and Boutique Director & communicate with Head Office to order and allocate all communication tools for sales staff.
4. Assist the Fashion Director and Visual Merchandiser to coordinate with Paris and local teams for all orders and invoices in relation to Visual Merchandising.
5. Develop and maintain expert standards of product knowledge to be shared as appropriate.

Team Spirit

1. Communicate and coordinate appropriately and effectively with colleagues and management within own and other Boutiques, as well as with CHANEL Head Office as required.
2. Work effectively and efficiently within the team, ensuring memos and information notices are current and posted in designated areas.
3. Apply a helpful and courteous manner towards all colleagues, remaining reliable, supportive, and flexible as the business demands.
4. Always ensure absolute confidentiality of the Company's commercial activities and internal affairs.
5. Assist Operations Assistant in the preparation and organization of cycle counts and annual boutique inventories.
6. Assist with the preparation, as well as attend regular events including special events, promotions, stock taking, etc.
7. Always adhere to relevant Health & Safety and Security procedures and guidelines.

Merchandising / Image / Product

1. Establish and maintain working knowledge of current merchandising guidelines as well as the ability to always maintain set standards.
2. Check the quality of incoming and outgoing merchandise, ensuring that each product has the correct ticket and that products are boxed and/or wrapped following the appropriate guidelines.

Personal Presentation/Image

1. Always adhere to dress code, grooming, and conduct guidelines as specified within the CHANEL Charter.
2. Ensure that back-office areas are always kept clean and well-organized.

Training / Personal Development

1. Successfully participate in and complete any training provided, acquiring and applying high standards of customer service and product knowledge.
2. Actively and positively participate in any meetings arranged.

What are we looking for?

1. Successful experience of at least 4-6 years in leadership retail operations and/or stock experience.
2. Detail-oriented with excellent organizational skills.
3. Excellent verbal and written communication skills.
4. Comfortable working with different departments and teams; strong skills in managing and mentoring a team.
5. Fluent in English; French is a plus.

You are energized by:

1. Leading a high-performance team.
2. Working with autonomy, but also with support from your leadership team.

What you would gain from this experience:

1. Developing your leadership skills.
2. Having accountability and recognition for your own success.