Job Summary
The Sales & Client Experience Manager supports the Salon Director in all efforts to achieve the sales and client experience goals for the Beverly Hills Flagship Salon. The three primary focus areas are the coaching and development of the Sales Executives and Sales Support staff, consistently delivering all HW Beverly Hills clients and prospects the most elevated experience, and supporting the Salon Director and Sales Executives in developing and executing action plans to deliver sales growth. The Sales & Client Experience Manager will also be expected to manage all aspects of the salon in the absence of the Salon Director.
Key Duties, Responsibilities and Accountabilities
Sales & Sales Support:
- Participates in the development and successful achievement of the salon sales plan.
- Mentors, coaches, and supports the Sales Executives in the planning and execution of strategic action plans to drive sales.
- Responsible for maintaining and enforcing compliance with the rotation (UP) system, ensuring proper selling floor coverage and managing client appointment requests.
- Ensures that the Salon Assistant team is engaged in every client presentation and able to add value from a selling standpoint by pulling and gathering merchandise as directed, listening and anticipating Sales Executive needs, and helping ensure that every client opportunity is maximized.
- Assists the Sales Executives with their client development efforts, including the maintenance and utilization of client books, ensuring proper client communication and business generation activity.
- Collaborates with the Salon Director on the development of special event initiatives and maintains the special events calendar.
- Ensures that the Sales and Sales Support teams follow all policies and procedures across Retail Operations, Finance, and Security & Loss Prevention.
Client Experience & Journey:
- Establishes and maintains a Beverly Hills Flagship client experience standard that is systematically delivered and continuously elevates the level of excellence.
- Ensures clients and prospects receive outstanding service and that all client issues are resolved quickly while exceeding expectations.
- In partnership with the Salon Director, works to ensure that Sales Executives consistently deliver on their sales and client experience goals.
- Purposefully leverages the Salon Assistant team to maintain the in-store client experience, including a warm welcome, seamless introduction to a Sales Executive, and active support throughout the sales interaction from providing refreshments to anticipating product needs.
- Works closely with the Salon Director and sales team on clienteling and client treatment initiatives and ensures that proper programs are in place to build relationships and drive sales results.
- Leverages events and client treatment opportunities as a key part of the client development strategy and manages client invitation lists.
Merchandising & Display:
- Assists the Salon Director in monitoring sales professional and client feedback, as well as product sell-through reports. Maintains frequent dialogue with the Merchandise Planning department to optimize inventory for business needs.
- Leads weekly meetings to discuss and gather product needs, missed opportunities, and client wish lists.
- Manages all product requests related to client opportunities and ensures requests are handled in a timely and precise manner.
- Ensures that the Salon Assistant team supports daily setup and merchandise pulls and that visual displays and merchandising comply with HW directives and standards.
- Oversees daily floor counts and ensures accuracy and adherence to company policy.
Management:
- In partnership with the Salon Director, supports Sales Executives in achieving sales and client experience goals.
- Trains and oversees the performance of the Salon Assistant team.
- Motivates and supports staff development, including onboarding, sales training, and client development.
- Maintains the Salon Assistant schedule to ensure proper coverage.
Job Qualifications
- Strong luxury retail background (minimum 10–12 years)
- 3–5 years of luxury retail management experience, preferably in a boutique or salon environment
- Gemstone, jewelry, and timepiece knowledge
- Proficiency in Microsoft Office
- College degree
- GG (Graduate Gemologist) certification strongly preferred
- Ability to work in a fast-paced, team-oriented environment
- Strong problem-solving skills and communication skills
- Strong attention to detail and analytical skills
- Strong conflict resolution skills and relationship-building skills
- Foreign languages are a plus
- Meets Harry Winston standards for leadership and professional behavior
- Ability to travel as needed
- Affinity for and experience entertaining clients, with knowledge of art, dining, and entertainment in the Los Angeles area
