Senior Keyholder

Job Description

Job Description

Neuhaus – A Legacy of Luxury, Crafted for Today. At Neuhaus, we don’t just sell chocolate; we create unforgettable moments. As the

pioneers of Belgian pralines, our legacy of craftsmanship and excellence inspires every interaction, every boutique, and every customer

experience.

As a Senior Key Holder, you play an important leadership role within the boutique, supporting the Boutique Manager in daily operations

while ensuring every customer receives the elevated service experience that defines Neuhaus.

SENIOR KEY HOLDER

YOUR MISSION

The Senior Key Holder supports boutique leadership by ensuring smooth store operations, maintaining Neuhaus’ luxury retail standards,

and assisting with team supervision during assigned shifts. Acting as a role model for service excellence and operational discipline, this role

helps drive sales, maintain visual standards, and deliver memorable customer experiences.

Key Responsibilities:

1. Boutique Operations

 Open and close the boutique in accordance with company procedures.

 Support the Boutique Manager in ensuring smooth daily operations.

 Maintain store presentation, cleanliness, and visual merchandising in line with Neuhaus standards.

 Monitor stock levels, assist with inventory counts, and ensure proper product rotation and BBD compliance.

 Support cash handling procedures and ensure accurate end-of-day reconciliation.

KPIs:

 Cash reconciliation accuracy ≥ 99%

 Stock accuracy ≥ 98%

 Visual merchandising compliance ≥ 90%

2. Sales Customer Experience

 Deliver an exceptional and personalized luxury customer experience.

 Demonstrate strong product knowledge and confidently share the Neuhaus brand story.

 Encourage upselling and cross-selling to maximize the customer experience and boutique performance.

 Support corporate and B2B orders where applicable.

KPIs:

 Conversion rate ≥ boutique target

 Average Transaction Value (ATV) aligned with boutique target

 Customer satisfaction score ≥ 90%

3. Team Support

 Support the Boutique Manager in supervising team members during shifts.

 Act as the main point of contact for staff when the Boutique Manager is not present.

 Assist with onboarding and training new team members on product knowledge and service standards.

 Encourage teamwork and maintain a positive boutique atmosphere.

KPIs:

 100% completion of assigned training modules

 Positive team feedback during internal reviews

4. Compliance Store Standards

 Ensure all team members adhere to company policies, including time and attendance procedures.

 Monitor adherence to health, safety, and food handling standards.

 Report operational concerns or customer issues to the Boutique Manager promptly.

 Assist with audit preparation and follow-up tasks.

KPIs:

 Compliance audit scores ≥ 90%

 100% adherence to store opening and closing procedures

YOUR PROFILE

 Previous experience in retail, preferably within luxury, specialty food, or hospitality environments.

 Demonstrated leadership potential and ability to supervise teams during shifts.

 Excellent communication and interpersonal skills.

 Strong customer service orientation with a passion for premium products.

 Highly organized with strong attention to detail.

 Flexible availability, including weekends, holidays, and peak trading periods.

 Legally authorized to work in the United States.

WHY JOIN NEUHAUS?

 Join a globally recognized luxury brand with over 165 years of heritage.

 Gain leadership experience within a premium retail environment.

 Access training and development opportunities within a growing U.S. retail network.

 Enjoy employee discounts and a supportive team culture.

 And of course—experience the world of exceptional Belgian