Watches & Fine Jewelry High-End Manager (Shanghai / Beijing) at Chanel

Job description

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.