Jaeger LeCoultre E-Boutique Manager

About Jaeger LeCoultre

Jaeger-LeCoultre, founded in 1833 in the Vallée de Joux, is one of Switzerland’s most revered watchmaking manufactures and a maison defined by invention, precision, and discreet elegance. As an employer, it offers a rare environment where artisans, engineers, designers, and commercial talents collaborate across more than 180 specialist skills, from movement development and grand complications to métiers d’art and client experience. Within the Richemont group, the maison combines heritage with international reach, encouraging rigorous craftsmanship, continuous learning, and respect for time as both a technical measure and a cultural value. Its teams contribute to enduring creations shaped by excellence, curiosity, and shared responsibility.

Role & Responsibilities

• Build and execute the e-boutique vision with targeted budgets and monthly action plans to achieve commercial targets, with periodic revision as needed
• Monitor e-boutique performance against objectives including monthly sales targets, SLAs, clienteling outreach, pre-orders, and pipeline metrics; identify trends and opportunities for improvement
• Communicate weekly performance results and forecasts to regional and headquarters Retail Performance teams
• Track market trends, competitor activities, and customer insights to identify growth opportunities and inform strategic decision-making
• Represent Jaeger-LeCoultre as a brand ambassador within the local community, building strategic partnerships and enhancing brand visibility through curated events
• Ensure full compliance with Group policies and Maison commercial rules; maintain adherence to retail procedures across sales, customer service, stock management, and security
• Support the deployment of new projects and systems to improve client satisfaction, team efficiency, and business impact; escalate blocking points and operational issues
• Guarantee consistent alignment between inventory position and commercial ambitions; communicate stock needs to Operations and provide availability updates to the CRC team
• Foster productive collaboration with stakeholders across Group CRC, Technical Center, and Distribution Center
• Cultivate a positive, collaborative work environment that fosters team morale, passion, and productivity
• Implement engagement strategies and foster a culture of excellence and continuous improvement
• Set individual sales and qualitative targets; monitor performance through shadowing, NPS surveys, and CSAT metrics; conduct regular reviews and provide constructive feedback
• Develop weekly one-to-one coaching plans for each team member to define and commit to individual action plans
• Organize team rosters to optimize staffing levels and ensure schedule adherence for exceptional client service; manage payroll and overtime; recruit and onboard new team members
• Address training needs and implement programs to enhance product knowledge, sales techniques, customer service excellence, and Maison storytelling
• Prepare weekly team briefings and foster open communication and collaboration
• Develop and manage CRM strategies to cultivate and expand the e-boutique's client database, driving repeat business and brand loyalty
• Ensure proper execution of clienteling strategy within the boutique team
• Coordinate omni-channel activities, client treatment, and gifting to deliver a seamless client journey
• Empower the team to provide personalized, attentive service that anticipates client needs and exceeds expectations
• Ensure the team delivers best-in-class customer service, promptly and effectively resolving inquiries and concerns within defined SLAs
• Manage escalation of complex customer service issues

Qualifications

• Minimum 4 years of experience in call center, customer service, or luxury retail management
• Proven expertise in Salesforce, SAP, MS Office, and Looker
• Demonstrated excellence in leadership and team management
• Superior communication, interpersonal, and presentation skills
• Fluency in English

Skills

Experience

Minimum 4 years of proven experience in luxury retail management with direct responsibility for call center operations or customer service functions. Background in strategic planning, team leadership, sales performance optimization, and omni-channel client management is essential.

Education

Not specified

Workplace

Benefits

Medical, dental, and vision coverage; health savings accounts and flexible spending accounts; life insurance; disability benefits; 401(k) with employer match; paid time off; wellness reimbursement benefit; employee assistance program; volunteer days off.

Culture

Jaeger-LeCoultre fosters a culture rooted in exceptional watchmaking savoir-faire, precision, and a deep respect for its heritage in the Vallée de Joux. As an employer, the Maison encourages collaboration between artisans, engineers, and creative talents, offering an environment where innovation and mastery are pursued with patience, rigor, and elegance.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.