Harry Winston Hiring for Manager, Sales & Client Experience at Beverly Hills, CA Full Time

Job Summary

​The Sales & Client Experience Manager supports the Retail Director in all efforts to achieve the sales and client experience goals for the Beverly Hills Flagship Salon. The three primary focus areas will be the coaching and development of the Sales Executives & sales support staff, consistently delivering all HW Beverly Hills clients and prospects a most elevated experience and supporting the Salon Director and Sales Executives in developing and executing action plans to deliver sales growth. The Sales & Client Experience Manager will also be expected to manage all aspects of the store in the absence of the California Retail Director.

Key Duties, Responsibilities and Accountabilities

Sales & Sales Support:

• Participates in the development and successful achievement of the Salon sales plan.
• Mentors, coaches and supports the Sales Executives in the development and execution of strategic action plans to drive sales.
• In charge of the maintenance and compliance of the rotation (UP) system ensuring proper level selling floor coverage and managing client appointment requests.
• Ensures that Salon Assistant team is engaged in every client presentation and able to add value from a selling standpoint: pulling and gathering merchandise as directed, listening and anticipating Sale Executive needs, helping to ensure that every client opportunity is maximized.
• Responsible for assisting the Sales Exectuvies with their clientle development efforts including maintenance and utilization of their client books, insuring proper client communication and business generation activity.
• Assists Retail Director in managing clientele development program as well as other sales, marketing, CRM and customer service initiatives, insuring all company goals are met.
• Collaborates on the development of Salon special event initiatives and maintains special event calendar.

Client Experience & Journey:

• Puts in place a Beverly Hills Flagship client experience standard that is systematically delivered and elevates level of excellence to set the standard as a HW Flagship location.
• Ensures clients & prospects receive outstanding service and all customer issues are resolved quickly and exceed customer’s expectations.
• Purposefully leverages the Salon Assistant team to maintain client experience goals: warm welcome, seamless introduction to Sales Executive, active support throughout the sales interaction from providing refreshments to anticipating product needs.
• Makes sure all clients are properly hosted and never left alone. In the case the Sales Executive does need to leave the client, the Salon Assistant needs to be prepared to entertain and occupy the time in a friendly and pleasant way.
• Leads client treatment initiatives and ensure that proper programs are in place to build relationships and sales results.
• Leverages event and client treatment opportunities as a key part of the client development strategy and manages client invitation lists.

Sales & Sales Support Team Management:

• In partnership with the Salon Director, works to ensure that Sales Executives are consistently delivering their Sales & Client experience goals.
• Ensures that Salon Assistants are actively supporting the Sales Executives in welcoming clients, assisting client presentations, supporting a smooth up system and flow of appointments.
• Oversees daily floor counts and ensures accuracy and adherence to company policy.
• Responsible for ensuring compliance with all policies and procedures from Retail Operations to Finance to Security & loss prevention.

Merchandising & Display:

• Leads weekly meeting to discuss and gather product needs, missed opportunities and wishlist and regularly shares feedback with the Merchandise planning team.
• Assists Retail Director to monitor sales professional, customer feedback and product sell-thru s to ensure frequent dialogue with Merchandising department to optimize store inventory and merchandise assortments for the business needs.
• Works to identify and ensure that product needs related to specific client action plans is planned available when needed.
• Manages all product requests related to client opportunities and ensures that requests are handled in a timely and precise manner.
• Ensures that Salon Assistant team is supporting daily set up and pulls and that the visual displays and merchandising is compliant with HW directives and standards.

HR & Management:

• In partnership with Salon Director, hires, trains and oversees the performance of the Sale Executives.
• Hires, trains and oversees the performance of the Salon Assistant team.
• Motivates and supports staff development, including on-boarding, sales training, and support building clientele.
• Keeps employee attendance records and submit to HR on a bi-weekly basis.
• Maintains Sales Assistant schedule to ensure proper coverage and allow for staff vacations.

Job Qualifications

• Strong luxury retail background (minimum 10-12 years)
• 3-5 years of luxury retail management experience, preferably in a Boutique/Salon
• Ability /interest in future relocation of career development opportunities
• Must be open to relocation in the major US cities we operate or anticipate – this is a developmental assignment
• Gemstone, jewelry and timepiece knowledge
• Microsoft Office
• College degree
• GG is strongly preferred
• Ability to work in a fast-paced team-oriented environment
• Strong problem-solving skills
• Strong communication skills
• Strong attention to detail
• Strong resolution skills
• Strong relationship building skills
• Strong analytical skills
• Foreign languages a plus
• Meets Harry Winston standards for leadership and behavior
• ability to travel as needed
• Affinity and experience entertaining clients and knowledge of art, dining and entertainment in the Los Angeles area