Store Director

JOB DESCRIPTION

Boutique Director

Boutique & Studio | New York City

Location: Madison Avenue (Boutique) & Madison Avenue (Studio), New York, NY

Reports to: CEO

Employment Type: Full-time

Experience Required: Minimum 10 years in luxury client services or high-end retail

About our Luxury Client:

Our client is a prestigious high jewelry house rooted in a multi-generational legacy of rare natural diamonds, exceptional colored gemstones, and modern heirlooms. With an average piece price of $30,000, the brand is defined by refined craftsmanship, distinctive design series, and a commitment to creating jewelry meant to be lived in — high jewelry beyond occasion.

They currently operate from an appointment-only Studio and are preparing to open a public-facing boutique on Madison Avenue — an 800-square-foot jewel box designed to introduce clients to the brand experience. The Studio will evolve into the dedicated home for bespoke creations and complex aftercare, reinforcing bespoke service as a core differentiator we intend to scale.

Position Summary

The Boutique Director holds full responsibility for the daily operations, client experience, and sales performance of both the new Madison Avenue boutique and the Studio. This includes the practical upkeep of the locations (opening and closing procedures, maintenance, and readiness), inventory management (including audits and quality control), and proficient oversight of sales systems (POS and CRM), as well as exploring tools such as employee scheduling software. The role requires a sophisticated relationship-builder comfortable engaging high-net-worth clients, who can master and transmit product knowledge and storytelling, ensure precise visual presentation, uphold strict security protocols in partnership with the security team, collaborate tightly with production, merchandising, and the broader team, and occasionally participate in traveling exhibitions for training, brand development, and client acquisition.

Key Responsibilities

Team Leadership & Coverage

• Recruit, onboard, train, coach, and retain a high-performing sales team capable of representing the brand with elegance and expertise.
• Ensure consistent staffing and coverage across both the public boutique and the appointment-only Studio.
• Set clear expectations, conduct regular performance conversations, and manage team KPIs.
• Foster a culture of excellence, discretion, accountability, and continuous learning.

Client Experience & Relationship Development

• Lead by example in engaging and building trusted relationships with high-net-worth individuals and sophisticated clients — acquiring new clients while nurturing long-term loyalty.
• Demonstrate ease and presence when interacting with high-net-worth clients, creating an environment of discretion, confidence, and personalized attention.
• Master product knowledge, brand heritage, design storytelling, and styling guidance (how pieces are worn and lived with).
• Ensure the entire team achieves the same depth of knowledge and storytelling ability.
• Drive client return business and loyalty through thoughtful follow-up and relationship management.
• Participate from time to time in traveling exhibitions as part of ongoing training, brand development, and customer acquisition efforts.

Sales Performance & Operations

• Own sales targets, conversion, average transaction value, and upselling / upscaling performance across both locations.
• Ensure product is displayed exactly according to the direction and standards of the display merchandising team.
• Oversee the full operational upkeep of both locations, including opening and closing procedures, daily readiness, and ongoing maintenance of the boutique and Studio environments.
• Maintain the highest standards of presentation, cleanliness, and physical readiness of both the boutique and Studio.
• Uphold and enforce strict security protocols at all times, including inventory control, access management, and client privacy practices appropriate to high-value jewelry.
• Partner closely and collaboratively with the security team to ensure consistent application of procedures, incident readiness, and a secure environment for clients, staff, and inventory.
• Own inventory upkeep across both locations: maintain accurate stock records, conduct regular inventory audits, and perform quality control (QC) checks on merchandise.
• Ensure proficient use and oversight of sales systems, including Point of Sale (POS) and CRM platforms, so that transactions, inventory movements, and client data are accurate and timely.
• Lead the adoption and effective use of the Point of Sale system; explore and recommend employee scheduling software to optimize team coverage and efficiency.
• Support the evolving role of the Studio as the center for bespoke work and complex aftercare.

Systems, CRM Discipline & Cross-Functional Collaboration

• Maintain rigorous CRM hygiene: accurate capture of client information, preferences, purchase history, and interaction notes.
• Use CRM and sales system insights to personalize outreach and support long-term client relationships.
• Collaborate with precision with production on bespoke orders, repairs, and timelines.
• Partner closely with merchandising and brand teams to deliver a coherent brand experience across physical locations and the transaction website.
• Serve as the operational bridge ensuring seamless information flow and brand consistency.

Qualifications & Experience

• Minimum of 10 years of professional experience in luxury retail, high-end hospitality, private client services, or a comparable environment serving high-net-worth individuals.
• Proven ability to engage confidently and build lasting relationships with high-net-worth clients; jewelry industry background is an advantage but not required.
• Demonstrated experience recruiting, training, coaching, and managing sales or client-facing teams.
• Comfort and discipline working within strict security protocols and collaborating effectively with dedicated security personnel in a high-value retail environment.
• Strong working knowledge of CRM and Point of Sale (POS) systems, with disciplined data capture, transaction accuracy, and inventory management practices; experience conducting inventory audits is a plus.
• Exceptional communication, presence, and storytelling ability; capacity to absorb and teach complex product and brand narratives.
• High attention to detail, operational rigor, and the ability to collaborate effectively across functions (production, merchandising, brand).
• Comfort operating in a growing brand transitioning from private studio to dual-location presence, including a new public-facing boutique.
• Discretion, integrity, and a genuine appreciation for craftsmanship and refined aesthetics.

Key Performance Indicators

Success in this role will be measured by:

• Sales performance against targets (both locations)
• Average transaction value and successful upselling / upscaling
• Client acquisition and return / repeat business rates
• Team productivity, coverage reliability, and individual development
• CRM data quality and utilization
• Client satisfaction and quality of brand experience delivered
• Adherence to visual merchandising standards and operational excellence
• Consistent application of security protocols and effective collaboration with the security team

The Ideal Candidate

You are a seasoned leader who thrives in refined environments and engages naturally with high-net-worth clients. You understand that exceptional service is both an art and a discipline, and you operate with the vigilance required in a high-value jewelry setting. You take ownership of results, develop people, uphold strict security standards in partnership with the security team, and are open to occasional travel for exhibitions that support brand development and client acquisition. You ensure every detail — from product presentation to CRM notes — reflects the standards of a house that treats every piece as an heirloom in the making.

This is an opportunity to shape the client-facing presence of a distinctive high jewelry brand at a pivotal moment: the opening of its first public boutique and the elevation of its bespoke offering.