Customer Experience Manager

Job Description

Description

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Job Title: General Manager

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Location: Bal Harbour, FL

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Reports to: Senior Regional Manager

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Position Summary

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The General Manager is a strategic leader accountable for elevating the brand’s image as a key cultural landmark while driving the boutique's operational and financial success . This role is centered on delivering an unparalleled Luxury Experience and engagement that transcends standard retail, shifting the customer journey from transactional to deeply emotional. This role requires a visionary leader with a proven track record in high-end retail and/or hospitality management, strong business acumen, meaningful connection with artistic and cultural communities, and an innate ability to serve as the ultimate Brand Ambassador.

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Key Responsibilities

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1. Strategic Leadership & Financial Performance

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• P&L Ownership: Take full accountability for the boutique's Profit & Loss, managing all revenue streams and to ensure maximum profitability and operational efficiency
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• Net Sales Achievement: Develop, implement, and drive a strategic business plan to achieve and exceed annual net sales objective
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• Performance Analysis: Conduct deep-dive analysis of KPIs, sales trends, and market dynamics to identify strategic opportunities and implement corrective actions
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2. Luxury Experience & Client Engagement

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• Luxury Experience Standards: Evolve and enforce the brand's luxury standards across all touchpoints, ensuring every client interaction is world-class, personalized and memorable, ultimately delivering a consistently elevated experience for the customer
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• Luxury Engagement Planning: lead a sophisticated clienteling and Customer Relationship Management strategy to cultivate, retain, and grow a portfolio of VIP and high-net-worth customers, following the HQ guidelines. This includes overseeing the program of engagement activities to ensure it reflects the brand’s prestige, connects authentically with local communities, drives in-store traffic, and expands the customer base
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• Brand Ambassador: Act as the principal face of the brand in the local market, embodying its values, heritage, and unique spirit
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• Networking: Proactively build and maintain an extensive network of high-value local contacts (ex. concierges, stylists, key media, luxury community leaders, artists, etc.) to drive referral business and enhance the HAUS uniqueness
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• PR Management: Strategically manage and represent the brand in different in-store events, collaborating with the Corporate PR team to maximize store activations and engagement
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• Partnership Management: Identify, propose, and manage strategic local partnerships (e.g., hotels, art galleries, high-end services) to co-host events, acquire new clientele, and broaden the brand's reach, with the aim of increasing the community engagement
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3. Team Leadership & Operational Excellence

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• Talent Management: Supervise recruiting and mentorship activities, developing a high-performing team, fostering a culture of excellence, accountability, and luxury service, through the coordination of the Store Manager
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• Training & Development: Ensure continuous professional development for the team, particularly in product knowledge, luxury clienteling, and sales techniques
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• Operational Compliance: Supervise all daily operations, including inventory management, security, facility maintenance, and compliance with all company policies and internal controls as well as the implementation of all the stakeholders processes within the store (i.e. VM, CRM, etc.), providing guidance to the Store Manager
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Qualifications

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• Minimum of 7+ years of progressive leadership experience in luxury retail, hospitality, or a related high-end consumer environment
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• Exceptional business acumen, including strong skills in data-driven decision-making
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• Experience in multi unit and high volume retail doors
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• Superior interpersonal, communication, and presentation skills, with the ability to network effectively at an executive level
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• Demonstrated experience in implementing and leading sophisticated clienteling and luxury engagement strategies
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• A true passion for and deep knowledge of the luxury/art/cultural environments, representing the brand with integrity and polish
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• Fluency in local language. Additional language knowledge will be considered as a plus, reflecting our commitment to a diverse and inclusive workforce;
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• Strong communication skills, with the ability to listen actively and engage thoughtfully;
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• A problem solver who can identify issues, evaluate solutions, and make informed decisions;
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• A team player who values collaboration and can work towards common goals;
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• Effective time management, prioritizing tasks efficiently;
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• Availability to work varied hours and days including nights, weekends and holidays as needed;
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• Flexibility to travel for specific mission or support.
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Location: Bal Harbour Shops

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*This job description may not be inclusive of all assigned duties, responsibilities or aspects of the job described and may be amended at a time at the sole discretion of the Employer

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We are an equal opportunity employer and passionately believe that our strength lies in people youniqueness. We encourage applications from individuals of all backgrounds, experiences and perspectives. Because people are at the heart of everything we do.