Sales Experience Manager - Yorkdale

• Drive sales and care service team to consistently achieve or exceed sales targets and KPI's
• Prepare and analyze regular sales reporting and Maison tools that provide qualitative analysis for business development
• Demonstrate ability to establish strong rapport with partners in Corporate and leaders across the Maison
• Master expertise of the boutique business and assess local market opportunities to implement a proactive and effective sales and client development strategy
• Strategize outreach to local prestige market and cultivate current prestige partnerships to increase prestige sales within the boutique
• Develop business acumen that assesses and strategizes effectively based on data and local market intelligence

• Build a high performing team by coaching, providing consistent feedback, and defining appropriate IDP's and learning opportunities for Assistant Manager direct reports
• Proactively and effectively lead and develop teams in partnership with boutique leader / HR on succession, individual development journeys, and career planning
• Comfortable developing and leading Assistant Managers and driving their development and career journeys
• Skilled in all aspects of performance management and managing a myriad of people situations for optimal performance
• Communicate regularly on Maison strategies and knowledge, boutique targets, client experience best practices, local/global competitive landscape, and industry news
• Effectively manage the complexity of the day-to-day business operations to support the team
• Contribute to building a positive and inclusive culture

• Lead and drive boutique Client Development and Client Experience action plans
• Deep development/elaboration and command of client development initiatives
• Plan, curate, and execute plans for exceptional client experiences to build long term relationships
• Identify client development gaps; create solutions and strategies to execute
• Ability to resolve and/or de-escalate complex client challenges independently
• Skilled with leading face to face VIP experiences and client interactions
• Ability to demonstrate and coach to the selling ceremony and elevated client experience behaviors
• Lead by example in all client interactions
• Demonstrate strong knowledge of EIP, VIP and High Potential clients

• Demonstrate and coach organizational agility; successfully pivot and multi-task in changing environments
• Promote, lead, and champion change as a positive and necessary part of the boutique's success at the individual and group level
• Be a subject matter expert in key areas of the business with boutique teams and key regional/corporate partners
• Demonstrate self-awareness; proactively source and implement feedback from various sources
• Successfully navigate interpersonal group dynamics; react, adapt, and build trust and rapport
• Uphold Cartier values with the ability to project and create an inclusive boutique culture
• Create a positive and productive boutique environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
• Look for improvement opportunities within the boutique and take the initiative to propose and implement solutions while ensuring changed behaviors are sustained and consistent

• Influence continuous operational improvements and adapt the boutique business model to the client journeys
• Ensure team members consistently adhere to proper execution of all procedures / compliance (ex. sales / finance procedures and cash management, security, and safety procedures, etc.)
• Ensure successful inventory execution
• Optimize boutique controllable operating expenses and effective budget oversight
• Support leadership in developing and executing clear actions to constantly improve the overall boutique operations and flows to improve the client experience
• Promote a “continuous improvement mindset” by creating the conditions to collect feedback from the team on pain points and brainstorming on possible solutions
• Lead and/or participate in the daily/annual boutique activities to include set up and break down of boutique for opening and closing, inventories, audits, etc.
• Skilled in operational processes and technologically savvy with company tools and applications
• Promote knowledge, adoption, and accountability of tools in an effective way

• Act as Maison ambassador and uphold boutique image
• Embrace the true value of the Maison DNA and lead by example
• Partner appropriately within boutique team and Corporate to ensure that the boutique meets Cartier standards through regular maintenance and cleaning
• Opportunity to promote Maison's heritage, products, and employer of choice in all external interactions including social media

• Bachelor's degree in a related field is a plus
• Additional language skills are a plus

• 7 to 10 years of management, especially in luxury retail or hospitality
• Required experience managing direct reports, preferred experience in leading leaders

• MS Office experience required; SAP knowledge preferred
• Experience working in complex business environments or projects (i.e., multi-level locations, opening a boutique, leading HJ events)

• Must be available to work retail hours (including evenings and weekends), overnight travel for trainings, client events, and other business events as needed
• Excellent interpersonal and communication skills are required
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
• Ability to work in a fast-paced, evolving environment
• Excellent analytical, organizational, and interpersonal communication skills are required
• Strong understanding of client service needs and priorities (internal and external)
• Collaborative approach with ability to foster a positive and inclusive work environment
• Ability to motivate and inspire others, and instill trust
• Proactive approach to analyzing business and human resource needs

Cartier