The High-End Manager is responsible for building a sustainable High-End Business (HEB) ecosystem within the boutique by:
Developing and expanding a strong pipeline of High-End (HE) clients;
Elevating the High-End selling capabilities of the boutique team;
Driving long-term business growth beyond transactional sales.
This role acts as the in-boutique HEB leader and subject matter expert, partnering with Head of Boutique (HOB) to strengthen the boutique’s positioning in HE categories (HH, HJ, HJW and SR).
KEY RESPONSIBILITIES
1. High-End Clients Development & Pipeline Management
Build and manage a structured HE client pipeline, including: UHNW key clients, potential upgrade clients, new acquisition targets;
Define and drive client roadmap plans (12-month engagement strategy per key client);
Lead HE client acquisition through networking with Fashion /Mall /client referrals and external partnerships;
Monitor and optimize HE client conversion, retention and upgrade rates;
Partner with boutique team to activate and convert VIP client database;
Share client pipeline visibility and insights with HE Business Manager to support broader business planning.
2. Team Capability Development & Coaching
Drive a HE selling culture within the boutique;
Implement structured coaching routines: weekly case review (Wins & Misses); pre-event preparation and role play; on-floor coaching before client appointments;
Establish HE KPIs: increase number of team members engaging in HE selling, encourage cross-category selling and styling;
Promote try-on culture to enhance creation familiarity and confidence;
Identify and develop HE talents and successors.
3. High-End Business Development
Drive achievement of boutique HE sales targets through: pipeline conversion; client engagement strategies;
Focus on quality of sales, including: average transaction value; Bespoke/ Special Order opportunities; cross-category selling;
Ensure sustainable growth rather than short-term transactions.
4. Boutique Partnership & Governance
Act as strategic partner to HOB on HEB priorities;
Align on client strategy, event planning and resource allocation;
Collaborate with Fashion team to leverage and convert VIP clients;
Work in close partnership with HE Business Manager to align boutique HE strategy and priorities, contribute boutique insights on clients/ product needs;
Support national/ regional/ international events;
Contribute to a strong collaborative and performance-driven boutique environment.
5. High-End Experience & Client Engagement
Lead and elevate HE client experience standards;
Personally engage key clients during: appointments, events, exclusive experience (e.g. Salon, travel, OOB experience);
Coach team on storytelling, styling and emotional selling.
6. Merchandise & Business Insights
Partner with HOB and merchandising team to optimize HE assortment strategy in line with client profile and business priorities;
Drive a client-led merchandising approach, aligning key pieces with client pipeline and engagement plans;
Identify assortment opportunities and support stock optimization across boutiques to maximize business potential;
Monitor inventory performance and provide actionable insights to refine HE product strategy;
Share market and competitor insights.
REQUIREMENTS (what you can bring to the team)
Academic / Professional Qualifications
Secondary School Graduate. University graduate a plus;
GIA Gemologist is preferred;
Watch related certification is preferred;
Minimum 5 years’ experience of luxury retail supervisory experience with exposure to High-End Business.
Required Competencies
Client-centric & strategic thinking;
Coaching & people development;
Strong business acumen;
Collaboration & influence;
Long-term mindset with execution discipline.