Deputy Boutique Manager in London

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.