Sales Manager

Maison Overview

At Cartier, you will be part of a community bound by a strong sense of responsibility, where connection, collaboration, and collective spirit thrive.

We empower individual talents, united by a shared commitment to excellence, inspired by the world's diverse cultures, to respect and enrich our unique heritage.

We believe that different perspectives fuel innovation and drive us to create exceptional experiences.

We offer an energizing environment for career growth and the opportunity to contribute your individual vision to a legacy of creativity.

We celebrate every achievement, big or small, fostering meaningful connections through gratitude and mutual support, nurturing a sense of belonging.

Join us at Cartier, a place like no other, forever moving forward.

Mission & Responsibilities

The Sales Manager drives the performance, engagement, and development of the boutique’s sales team, ensuring that every client interaction reflects the Maison’s values of excellence, generosity, and curiosity.

As a true people leader and business driver, the Sales Manager translates Cartier’s strategy into daily action — inspiring the team, maximizing performance, and delivering an exceptional client experience that embodies the spirit of the Maison.

• Animate performance and lead from the floor
• Set, monitor, and track individual and collective sales KPIs to ensure performance targets are met.
• Lead daily and weekly business rituals (briefings, follow-ups, one-to-one sessions) with energy, focus, and clarity.
• Ensure excellence in client experience and retail operations, guaranteeing compliance and alignment with Maison standards.
• Act as a floor leader, maintaining a visible and inspiring presence on the sales floor to drive engagement, support teams, and ensure real-time coaching.
• Provide active feedback and guidance during client interactions to enhance sales impact and storytelling.
• Collaborate closely with the Boutique Manager and Operations Manager to ensure flawless boutique performance and team coordination.
• Develop and elevate the team
• Conduct individual performance reviews, providing regular feedback, coaching, and development opportunities.
• Build and implement individual development plans (IDPs) and performance management plans (PMPs) tailored to each Sales Associate.
• Identify and nurture talents, ensuring strong succession planning within the team.

Reinforce Cartier’s service culture by anchoring the Chez Cartier standards of excellence in all client interactions.

• Lead by example, promoting a learning mindset and fostering continuous improvement.

Encourage collaboration, motivation, and collective success through clear communication and recognition.

• Develop client portfolios and cultivate long-term client relationships
• Monitor and analyze client satisfaction data (CER, FTR, CARE) to drive performance and elevate the client experience.
• Support Sales Associates in developing and managing their client portfolios with a focus on loyalty and retention.
• Supervise clienteling action plans and ensure personalized outreach aligned with each client’s profile and preferences.
• Lead follow-up actions to strengthen High Jewelry and VIC client relationships, ensuring bespoke service and attention.
• Promote excellence in hosting and client experience within the boutique. Partner with the Client/CRM Manager to identify opportunities for growth and cross-selling.
• Maison Ambassadorship
• Act as an ambassador of Cartier in the local community, embodying the Maison’s values with elegance and confidence.
• Strengthen partnerships and build relationships that enhance the boutique’s visibility and reputation.
• Participate in local events and initiatives that align with the Maison’s image and spirit.
• PROFILE
• Proven managerial experience in a dynamic retail or luxury environment.
• Strong commercial and leadership acumen, capable of inspiring and developing high-performing teams.
• Deep understanding of luxury client expectations and the art of relationship-building.
• Hands-on leader with strong presence on the floor, leading by example and driving team motivation.
• Excellent communication, coaching, and problem-solving skills.
• Minimum of 5+ years of professional experience in retail industry.
• Fluency in Italian and English is required; good command of German or French is highly desirable.
• Solid experience or deep passion for Jewelry, High Jewelry, and Fine Watchmaking.
• Good knowledge of the local Lugano / Swiss luxury market and international client profiles.
• Solid experience in people management with a proven record on sales achievements.

Skills

• Mastery of sales management and retail KPIs, ensuring performance and strategic alignment.
• Strong floor leadership and the ability to engage teams in real time to drive results.
• Proven experience in client engagement, with an understanding of data-driven decision-making.
• Excellent organizational and analytical abilities to monitor performance and optimize sales processes.
• Solid business acumen to translate boutique goals into actionable initiatives.
• Inspirational leadership that combines empathy, confidence, and assertiveness.
• Exceptional communication and coaching abilities, fostering trust and empowerment within the team.
• Entrepreneurial mindset with curiosity and adaptability to changing environments.
• Client-centric approach grounded in generosity, authenticity, and excellence.
• Team spirit and collaborative attitude to drive collective success.
• Multilingual communication skills adapted to a diverse international and Swiss client base.
• Expertise in High Jewelry / VIC clienteling and luxury storytelling.
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