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.