About this role
Since 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how. Piaget excels in everything that is rare, precious and exceptional. Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.
YOUR MISSION: The Deputy Boutique Manager supports the Boutique Manager in the successful leadership and day-to-day management of the Boutique, with responsibility across commercial performance, people management, client experience and Boutique operations. The Deputy Boutique Manager acts as a key member of the management team and assumes full day-to-day leadership in the Boutique Manager’s absence, ensuring continuity across commercial performance, people management, client experience and operational standards. The Deputy Boutique Manager maintains a strong presence on the sales floor, remaining personally client-facing and commercially active while supporting and coaching the team to achieve individual and Boutique objectives. The role also takes responsibility for the day-to-day coordination of Boutique operations, including retail operations, stock control, Health & Safety, security and after-sales, ensuring standards are consistently maintained.
HOW WILL YOU MAKE AN IMPACT?
Boutique Performance & Commercial Leadership
• Support the Boutique Manager in monitoring sales targets and KPIs defined by the Maison and contribute to the implementation of annual and ongoing action plans. • Lead the sales floor by example, remaining personally client-facing and commercially active while supporting the team in achieving and exceeding individual and Boutique objectives. • Maintain a strong understanding of daily, weekly and monthly Boutique performance and identify commercial opportunities and areas requiring corrective action. • Provide regular reporting to the Boutique Manager covering sales, traffic, KPIs, client follow-up, missed sales, stock issues, Customer Service, discount and other relevant business indicators. • Produce analytical reports for the Boutique as required. • Ensure relevant Boutique communication and information is kept accurate and up to date. • Promote a commercially focused and positive mindset within the team through coaching, team engagement and regular performance discussion. Client Experience
• Act as an Ambassador for Piaget both inside and outside the Boutique. • Ensure the highest level of service and care is consistently provided to all clients and prospects, creating memorable and exceptional client experiences. • Lead by example in delivering the Piaget client experience and support the team in maintaining the highest standards of client service. • Handle Customer Service matters and client concerns with the highest level of professionalism, escalating significant or sensitive matters to the Boutique Manager where appropriate. • Ensure effective data capture and follow-up for clients, prospects, Customer Service cases and reservations. • Regularly monitor CRM activity and data quality across the team and use relevant insights to support daily briefings and commercial action. • Support the development and maintenance of strong local and international client relationships. • Confidently support VIC clients and complex or high-value transactions where required. Team & Floor Leadership
• Support the Boutique Manager in the day-to-day leadership and management of the Boutique team. • Assume full day-to-day leadership of the Boutique during the Boutique Manager’s absence, ensuring continuity across commercial performance, people management, client experience and operational standards. • Ensure effective daily floor management, including team organisation, client allocation, appointment preparation, breaks and resource planning according to business priorities. • Support and deliver daily Boutique briefings in line with Maison guidelines and take full ownership of briefings during the Boutique Manager’s absence. • Support the Boutique Manager in the annual performance management process, including objective and KPI setting, regular performance assessment and development planning. • Provide ongoing feedback and contribute to performance management where required. • Delegate operational responsibilities appropriately across the team, establishing clear ownership and accountability. • Support the implementation of commercial actions including challenges, incentives, client activations and Maison initiatives. • Ensure grooming, dress code and professional standards are consistently respected. Events & Client Activations
• Support the planning and execution of Boutique, Harrods and Maison client events and activations. • Ensure effective client targeting, appointment planning, team preparation and post-event follow-up. • Work with the Boutique Manager and team to maximise the commercial return and client development opportunities generated through events. • Support the team in identifying appropriate clients and prospects for relevant Boutique, Harrods and Maison initiatives. Boutique Operations
• Implement guidelines and direction set by the Boutique Manager and the Maison, ensuring full compliance with sales, financial, security and operational procedures. • Ensure excellence in Boutique operations, stock management, after-sales, cash desk, security and back-of-house standards, delegating appropriately across the team while retaining management oversight and accountability. • Ensure the Boutique checklist is fully implemented and Maison guidelines are consistently respected, including Visual Merchandising, catering and general Boutique presentation. • Support and coordinate CRM activities within the Boutique in line with Maison guidelines. • Monitor the quality and accuracy of client data across the team. • Ensure daily traffic is accurately recorded. • Ensure the Boutique is properly maintained, including lighting, furniture, fixtures and equipment, taking appropriate corrective action and escalating where required. • Ensure active implementation of and adherence to all Piaget and Richemont procedures, standards and policies. • Maintain strong operational discipline across all areas of the Boutique. • Identify operational risks or inefficiencies and raise appropriate recommendations to the Boutique Manager. Stock Control & After-Sales
• Maintain management oversight of Boutique stock in accordance with Piaget procedures and policies. • Ensure effective replenishment and stock availability to support commercial performance. • Maintain effective stock controls and ensure strong stock-record accuracy. • Take responsibility for designated stock categories where required, maintaining high standards and reporting any damage or discrepancies. • Ensure the condition and quality of all stock is regularly controlled, including scratches, movements and batteries for quartz watches. • Ensure all pieces are handled with exceptional care and maintained in perfect selling condition. • Ensure deliveries and stock transfers are processed efficiently and that the Boutique’s full product assortment is made readily available and accessible to clients. • Lead and coordinate daily and annual stock inventories. • Oversee inbound and outbound stock transfers and related documentation, packaging and follow-up. • Maintain oversight of the Boutique’s after-sales procedures, including faulty goods, returns and repairs. • Ensure safe, organised and secure stockroom and back-of-house standards. • Ensure required Boutique consumables, packaging, stationery and sales tools are appropriately maintained and replenished. • Communicate relevant stock issues to the Boutique Manager and Head Office. • Ensure the sales team is kept informed of relevant deliveries, stock movements and product availability. Visual Merchandising
• Ensure merchandise presentation consistently reflects Piaget Visual Merchandising standards. • Monitor the Boutique team to ensure products are correctly presented, handled and maintained. • Ensure the Boutique remains exceptionally well presented, clean and organised at all times. • Escalate any Visual Merchandising or Boutique presentation issues requiring corrective action.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
• A minimum of two to five years’ proven management experience within luxury retail or a high-level service environment, ideally within jewellery or watches. • Strong personal sales performance combined with proven people-management capability. • Demonstrable experience coaching, developing and performance-managing a team. • Strong CRM and clienteling capability, with a clear understanding of client development and retention. • Confidence managing VIC clients and complex or high-value transactions. • High operational discipline with strong attention to detail. • Proactive and able to anticipate Boutique, client and team requirements. • Excellent written and verbal communication skills. • Able to successfully manage multiple demands and competing priorities within a multinational business. • Able to manage projects and deliver objectives within required timescales. • Strong working knowledge of Microsoft Office; knowledge of SAP would be an advantage. • Excellent personal presentation and a strong understanding of the luxury environment. • Passionate about service, client experience and commercial performance. • Confident, credible and comfortable taking leadership responsibility. • Excellent interpersonal, communication, organisational and problem-solving skills. • Commercially minded with a proactive and solutions-focused approach. • Able to balance strong floor leadership with operational discipline. • Collaborative and supportive while maintaining clear accountability and management standards. • Able to remain professional, composed and effective under all circumstances. • Flexible and adaptable, with the ability to respond positively to changing business priorities. • A strong team player who leads by example and consistently represents the values and image of Piaget.