Location: Knightsbridge, London SW3
Job Type: Full-time
Hours: 42.5 hours per week
Pay: £18.00 per hour + performance bonus
OTE: Approx. £44,500+ per year, depending on performance
Work Location: In person
About Us
We are an independent high-end luxury resale boutique based in Knightsbridge, specialising in authenticated pre-loved designer handbags, jewellery, fashion and accessories from leading luxury houses including Hermès, Chanel, Dior, Louis Vuitton, Van Cleef & Arpels and Cartier.
As our business continues to grow, we are looking for an experienced and commercially driven Luxury Boutique Manager to take ownership of the day-to-day management and development of the boutique.
This is a senior, hands-on role combining sales leadership, client development, business growth, team management and boutique operations.
Unlike a traditional retail management position, we are looking for someone who can not only manage existing operations, but also identify areas for improvement, introduce practical systems and processes, and ensure they are consistently implemented across the team.
You will work closely with the business owner to turn commercial goals and ideas into clear actions, while bringing structure, accountability and strong day-to-day management to the business.
Key Responsibilities
Sales Leadership & Performance
- Take responsibility for driving overall boutique sales and achieving commercial targets
- Lead by example on the shop floor and personally contribute to high-value sales
- Set clear sales objectives and monitor individual and team performance
- Coach and motivate the sales team to improve conversion, clienteling and sales performance
- Ensure customer enquiries and sales opportunities are followed up effectively
- Identify opportunities to increase repeat business and average transaction value
- Review sales performance and implement strategies to improve results
- Manage VIP appointments and support high-value transactions
- Maintain consistently high standards of luxury customer service
Client Management & Development
- Build and maintain strong relationships with new, existing, VIP and international clients
- Develop existing customers into long-term and repeat clients
- Ensure consistent and professional client follow-up across the sales team
- Oversee client communication through WhatsApp and other sales channels
- Understand individual client preferences and proactively introduce relevant products
- Develop effective clienteling practices across the boutique
- Handle important customer enquiries, negotiations and escalations when required
- Ensure clients receive a personalised and professional experience both in-store and remotely
Business Development
- Identify new opportunities to grow sales and expand the boutique's client base
- Develop relationships with private clients, collectors, personal shoppers and relevant business partners
- Explore new sales channels, partnerships and commercial opportunities
- Strengthen existing business relationships and identify opportunities for further collaboration
- Develop initiatives to attract new customers and reactivate existing clients
- Support private appointments, events and other activities designed to generate business
- Monitor the luxury resale market, customer demand and competitor activity
- Work closely with the owner to develop and execute commercial growth strategies
- Take ownership of agreed business development initiatives and follow them through to execution
Team Management
- Manage, support and motivate the boutique team
- Set clear expectations, responsibilities and daily priorities
- Monitor staff performance, attendance, punctuality and professional standards
- Provide regular feedback and address performance issues when required
- Coach team members on sales, clienteling, product knowledge and customer service
- Ensure responsibilities are clearly allocated and tasks are followed through to completion
- Help recruit, onboard and train new team members
- Build a culture of accountability, professionalism and teamwork
- Ensure clear communication between sales, administrative and operational functions
Systems & Process Development
- Review existing working practices and identify areas where processes, controls and responsibilities can be improved
- Develop and implement practical systems and SOPs across sales, client management and boutique operations
- Establish clear workflows, responsibilities and follow-up procedures
- Ensure agreed processes are consistently implemented and followed by the team
- Identify recurring mistakes, inefficiencies and operational risks and take ownership of resolving them
- Introduce appropriate checks and controls to improve accuracy and accountability
- Develop simple and effective management reporting for sales, clients, staff performance and key operational matters
- Continuously review and improve processes as the business grows
- Ensure systems remain practical and appropriate for a fast-moving independent business rather than creating unnecessary bureaucracy
Boutique Operations
- Oversee the smooth day-to-day running of the boutique
- Ensure purchases, sales, consignments, customer orders and collections are handled correctly
- Maintain high standards of stock organisation, security and store presentation
- Ensure internal records and operational procedures are completed accurately
- Oversee customer appointments, deliveries and other daily boutique activities
- Coordinate effectively with administrative and sales staff
- Ensure important operational matters are followed up and completed on time
- Resolve day-to-day problems efficiently and escalate significant matters when appropriate
Working with the Owner
- Work closely with the owner to understand business priorities, commercial goals and expectations
- Translate business objectives into clear actions, processes and responsibilities for the team
- Provide concise updates on sales, clients, staff performance and key operational matters
- Use sound judgement to manage day-to-day decisions independently and escalate matters when appropriate
- Provide constructive feedback and practical alternative recommendations when existing approaches could be improved
- Take ownership of agreed decisions and ensure they are effectively implemented
Requirements
- Strong previous experience in luxury retail sales and management
- Proven track record of achieving or exceeding sales targets
- Previous experience managing, supervising or developing a retail sales team
- Strong clienteling skills and experience developing long-term relationships with high-value clients
- Commercial mindset with the ability to identify and develop new business opportunities
- Experience improving processes, introducing new working practices or building operational systems
- Strong leadership skills with the confidence to hold team members accountable
- Excellent judgement and problem-solving ability
- Comfortable making decisions and taking ownership rather than waiting for constant direction
- Able to communicate professionally and constructively with senior management or business owners
- Confident providing alternative recommendations and challenging existing approaches when appropriate
- Strong understanding of luxury customer service and client expectations
- Good knowledge of major luxury brands, particularly Hermès and Chanel
- Highly organised with strong attention to detail
- Comfortable working in a small, entrepreneurial and fast-paced environment
- Hands-on and willing to support day-to-day boutique operations when required
- Confident using WhatsApp and other digital channels for client communication and sales
- Able to work full-time in person in Knightsbridge, London SW3
Previous experience in luxury resale, designer handbags, fine jewellery, watches, personal shopping or international luxury sales would be a strong advantage.
A proven ability to build and develop a luxury client book is highly desirable. An existing relevant client network would be an advantage.
The Person We Are Looking For
We are looking for someone who combines strong commercial instincts with practical management ability. You should be comfortable working in an independent, entrepreneurial business where you can identify problems, introduce practical solutions and build processes rather than simply maintain established corporate systems.
The right person will be confident making decisions, taking ownership and providing constructive challenge when appropriate, while remaining collaborative and aligned with the overall direction of the business. We value someone who is commercial, accountable, solution-oriented and hands-on, with the ability to turn ideas into consistent execution.
Right to Work
Applicants must already have the right to work in the UK without employer sponsorship.
Please note that we are unable to provide visa sponsorship for this position, either now or in the future.
What We Offer
- £18.00 per hour
- Performance bonus
- Approximate OTE of £44,500+ per year, depending on performance
- A senior role with genuine responsibility and autonomy
- Opportunity to directly influence the growth and development of an independent luxury business
- Opportunity to build and improve systems rather than simply inherit established corporate processes
- Direct involvement in sales strategy, client development and business growth
- Exposure to rare and high-value luxury handbags, jewellery, fashion and accessories
- International client base and business network
- Opportunity to work closely with the business owner and contribute to key commercial decisions
- Career development as the business continues to grow
- Employee discount
Application
Applicants will be asked to complete a brief cover letter as part of the application screening process. Please provide specific examples and measurable results where possible.
Pay: £18.00-£21.00 per hour
Expected hours: 42.5 per week
Benefits:
- Company events
- Employee discount
- Pay rise
Application question(s):
- Which luxury brands, boutiques or department stores have you previously worked for, and what positions did you hold?
- Do you currently have the right to work in the UK without employer sponsorship, and will you be able to maintain your right to work without requiring sponsorship from us now or in the future?
- Please provide a brief cover letter outlining your suitability for this role. Please include your luxury retail and management experience, experience achieving sales targets and developing clients, an example of a process or system you have introduced or improved, and why you are interested in joining our independent luxury resale business. Where possible, please include specific examples and measurable results.
Experience:
- Luxury retail sales: 3 years (required)
- Retail management: 1 year (required)
Work Location: In person
