Michael Ng
BOUTIQUE MANAGER
Kuala Lumpur
Summary
Experienced in boutique management and team leadership, with a forward-thinking and creative mindset. Demonstrates expertise in merchandising and product promotion, excelling in cultivating enduring customer relationships.
Overview
26
26
years of professional experience
21
21
years of post-secondary education
3
3
Languages
Work History
Boutique Manager
ROGER DUBUIS
12.2023 - Current
- Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.
- Enhanced customer satisfaction by providing personalized styling advice and product recommendations.
- Empowered customers to make informed decisions by educating on product and service offerings and current industry trends.
- Managed team of full-time and part-time staff, trained new workers and monitored performance.
- Collected and analyzed KPI information to track trends and make proactive changes to business operations plans.
- Kept morale high with high-energy, collaborative leadership style, regularly incorporating employee feedback and tapping employees for important projects.
- Built boutique's reputation for effectively serving UHNW customers through careful staff management, effective customer relations and smooth service delivery.
- Showed associates how to improve customer interactions and increase sales with successful communication and consultative strategies.
- Selected and managed vendors while overseeing cost of ownership.
- Prepared yearly and quarterly budgets as well as effective strategies to consistently meet financial targets.
- Trained staff in sales techniques, resulting in improved team performance and increased individual targets.
- Developed a loyal client base by building strong relationships and offering exceptional service.
STORE MANAGER
Tiffany & Co.
11.2021 - 11.2023
- Company Overview: Industry Gems / Jewellery, Specialization Sales - Retail/General, Role Management, Position Level Manager.
- Achieve/Exceed Store Sales Plan by understand and analyses the business needs, productivity, KPIs and provide business insights
- Deliver and execute on pre-determined Annual Net Sales plan whilst meeting budget
- Lead the execution of retail excellence standards
- Identify and elevate out of stocks and merchandizing needs to drive growth through product assortment and presentation optimization
- Building a High-Performance Team, Drive regular performance conversations at store and Client Advisor level to motivate and engage team
- Align resources to reflect the store needs traffic, client profile and product potential & Execute team training plan for store
- Address and action performance management issues in a timely manner through consistent feedback & Assess team capabilities and build robust succession plan for the store, with identified High Potential talents and design of development plans
- Constantly monitor the quality of talent in the competition and pro-actively keeps potential talent engaged until real opportunities arise
- Build Client Portfolio, Identify and activate new client sources with a focus on HNWC & Build and develop best in class client centric teams
- Lead the execution of the Tiffany Clienteling Programs in order to grow client portfolio & Know and cultivate S K I L L S
- Customer Service
- Sales
- Management
- Stocks (Inventory)
- Top 10 Tiffany Registered (TR) customers in the store
- Customer Service/In-Store Experience, ensure highest levels of in-store luxury experience at all times & Master the Power of Blue selling ceremony, including Tiffany Touch and deliver service excellence
- Share client feedback received on Voice of Customer Survey to improve customer service
ASSISTANT STORE MANAGER
Tiffany & Co.
11.2018 - 10.2021
- Company Overview: Industry Gems / Jewellery, Specialization Sales - Retail/General, Role Management, Position Level Manager
- Assistant Managers partner with the Sales Manager to create plans in order to achieve business goals and they implement initiatives to drive increased sales and service levels
- Daily team leadership huddle, Assist team member on building relationships with clients; manage systems, processes and operations
- Above all they are brand ambassadors, always leading by example
- Manage stock & cash accountability
- Maximising profit through effective use of business KPI's and performance management process
- Managing store manpower effectively and in line with KPI objectives ensuring no unnecessary wastage of controllable wage costs
- Managing the team to deliver the excellent customer service to client
- Industry Gems / Jewellery, Specialization Sales - Retail/General, Role Management, Position Level Manager
Outlet Manager
DIAMOND AND PLATINUM
01.1999 - 01.2018
- Company Overview: Industry Retail / Merchandise, Specialization Sales - Retail/General, Role Supervisor/Team Lead, Position Level Senior Manager
- Responsible for managing the sales process from initial opportunity through to the securing of the client purchase orders and working with operations and supply chain to achieve successful delivery of key projects
- Managing and motivating a sales teams
- Ensuring the achievement of a high standard of customer service
- Overseeing the development of less experienced members of your team
- Developing pricing and marketing strategies
- Maximising profit through effective use of business KPI's and performance management process
- Attending trade shows and exhibitions around the country
- Managing store manpower effectively and in line with KPI objectives ensuring no unnecessary wastage of controllable wage costs
- Ensuring deadlines and targets are achieved whilst maintaining a high quality of service
- Devising unique strategies and techniques to achieve the sales targets
- Identifying and winning new business opportunities within defined market sectors
- Industry Retail / Merchandise, Specialization Sales - Retail/General, Role Supervisor/Team Lead, Position Level Senior Manager
Education
PROFESSIONAL CERTIFICATE - PERSONAL SERVICES
PROFESSIONAL CERTIFICATE - PERSONAL SERVICES
No Degree - WATCH ADVISOR
04.2001 -
Skills
- Customer Service
- Sales
- Management
- Stocks (Inventory)
- Store operations
- Brand awareness
- Business development
Timeline
Boutique Manager - ROGER DUBUIS
12.2023 - Current
STORE MANAGER - Tiffany & Co.
11.2021 - 11.2023
ASSISTANT STORE MANAGER - Tiffany & Co.
11.2018 - 10.2021
FHH ACADEMY - No Degree, WATCH ADVISOR
04.2001 -
Outlet Manager - DIAMOND AND PLATINUM
01.1999 - 01.2018
Gemological Institute of America - PROFESSIONAL CERTIFICATE, PERSONAL SERVICES
Gemological Institute of America - PROFESSIONAL CERTIFICATE, PERSONAL SERVICES