Retail Manager

Role overview

This position is responsible for guiding retail performance and boutique operations across multiple luxury locations in the UAE and other markets, including The Grove ADH, Mall of the Emirates, Qatar, and South Africa. The role combines sales leadership, operational control, client experience, team development, and cross-functional coordination to support a premium retail environment.

Retail performance and sales leadership

• Lead achievement of annual, quarterly, and monthly sales goals across all assigned stores.
• Track core commercial metrics such as sales, productivity, conversion, average transaction value, units per transaction, CRM outcomes, and client retention.
• Study business performance patterns and turn insights into practical sales-driving actions.
• Hold routine performance discussions with boutique managers and retail staff.
• Make sure commercial plans and retail programs are executed consistently.

Boutique operations

• Manage the day-to-day running of all boutiques and point-of-sale locations.
• Ensure store teams follow company procedures, rules, and operating standards.
• Maintain high standards in store display, visual merchandising, cleanliness, and safety.
• Oversee inventory control, stock movement, and stock accuracy.
• Support smooth handling of repairs, post-sale service, and customer service requests.

Client experience and CRM

• Promote a premium, luxury client journey across all markets.
• Ensure strong use of clienteling and CRM practices by store teams.
• Monitor client acquisition, reactivation, retention, and database quality.
• Help teams build strong relationships with key clients and VIP customers.
• Review client feedback and introduce improvements where needed.

Team leadership and development

• Coach, lead, and support boutique managers and retail teams.
• Set clear goals and expectations for performance.
• Carry out regular store visits, coaching conversations, and appraisal reviews.
• Identify high-potential talent and succession opportunities.
• Create an environment focused on accountability, collaboration, and continuous growth.

Dealer and partner management

• Serve as the main retail point of contact for the dealer-run boutique in Qatar and the POS in South Africa.
• Ensure partners meet brand standards and operational requirements.
• Conduct regular business review meetings with dealer leadership.
• Track sales, stock, customer development, and team training at partner locations.
• Assist dealers with brand rollouts and commercial initiatives.

Retail excellence and brand standards

• Ensure every boutique reflects the brand’s luxury image.
• Carry out retail audits and drive corrective actions when needed.
• Review mystery shopping outcomes and customer satisfaction indicators.
• Maintain compliance with visual merchandising, product presentation, and service expectations.
• Help implement new retail concepts and brand guidelines.

Inventory and product management

• Work with supply chain and merchandising teams on stock planning and allocation.
• Monitor stock health and product availability.
• Improve stock rotation and replenishment processes.
• Spot slow-moving inventory risks and recommend corrective measures.
• Support allocation plans for product launches and special editions.

Events and commercial activations

• Support the planning and delivery of store events, product launches, and client activations.
• Use events to create sales opportunities and deepen customer relationships.
• Track event return on investment and follow-up actions.

Reporting and business analysis

• Prepare weekly, monthly, and quarterly performance reports.
• Present business updates and recommendations to regional leadership.
• Use data analysis to identify opportunities and risks.
• Share market knowledge and competitive insights.

Cross-functional collaboration

• Partner with HQ commercial, marketing, CRM, finance, supply chain, HR, and customer service teams.
• Align retail execution with commercial goals.
• Support regional and global initiatives as needed.

KPIs

• Sales target achievement
• Boutique profitability
• Average transaction value
• Conversion rate
• Units per transaction
• CRM capture rate
• New client acquisition
• Repeat purchase rate
• Client retention rate
• VIP client engagement
• Inventory accuracy
• Audit compliance score
• Mystery shopping results
• Service quality indicators
• After-sales service turnaround
• Employee engagement
• Staff turnover
• Training completion
• Individual development plans
• Succession readiness