Boutique Manager - De Beers, Dubai

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What you'll be doing

Our Boutique Manager is the ambassador of the Maison and the guardian of its heritage, savoir-faire and standards of excellence. They lead the boutique as a business owner, with client development at the heart of the role: building, enriching and activating a high-value client database, cultivating enduring relationships with High Jewelry clients and VICs (Very Important Clients), and elevating every interaction into a memorable Maison experience. They achieve ambitious sales targets across High Jewelry, Fine Jewelry and Bridal, develop and inspire a team of client advisors, and ensure impeccable adherence to the Maison's guidelines, ceremonies and boutique processes.

Key Responsibilities

Client Development & Database Building

• Own the boutique's client development strategy: define and drive an annual clienteling plan with clear objectives for new client recruitment, retention, reactivation and upselling across all product pillars.
• Build and continuously enrich the client database: ensure systematic, qualitative data capture at every touchpoint (profile, preferences, important dates, gifting occasions, purchase history, lifestyle) and maintain the highest standards of data accuracy and confidentiality.
• Segment and activate the database: analyse the client portfolio (VIC / VIP / prospects / sleeping clients) and orchestrate personalised outreach cadences, one-to-one appointments, private viewings and follow-up rituals for each segment.
• Personally manage and grow a portfolio of top-tier clients and High Jewelry prospects, acting as their trusted advisor for significant acquisitions, commissions and special orders.
• Proactively prospect new high-net-worth clients through networking, referrals, partnerships (hospitality, private banking, art and lifestyle circles) and local community presence, converting them into loyal Maison clients.
• Lead the boutique's participation in client events, High Jewelry presentations, trunk shows and Maison activations – from target guest lists drawn from the database to post-event follow-up and conversion tracking.
• Set individual clienteling objectives for each client advisor (data capture rate, appointments, reactivations, retention) and review performance in weekly one-to-ones.

Drive the Business

• Lead by example and embody the Maison's values, heritage and philosophy in every interaction with clients and team members.
• Define, execute and monitor the boutique action plan to achieve sales targets and KPIs, with particular attention to sales mix across High Jewelry, Collections, Classic and Bridal.
• Monitor key clienteling KPIs – retention rate, repurchase rate, average transaction value, VIC contribution, data capture quality – and take corrective action.
• Stay ahead of High Jewelry market trends, competitor activity and local client dynamics, sharing structured feedback with the back-office and merchandising teams.
• Think omnichannel by leveraging every point of contact – boutique, distance selling, digital clienteling tools and e-commerce – to serve clients wherever they are.

Team Leadership & Development

• Provide the team with a clear vision of the boutique's ambition and the central role of client development in achieving it.
• Identify, recruit, develop and retain talents with strong clienteling instincts and genuine passion for jewelry, gemology and craftsmanship.
• Coach client advisors on the art of clienteling: discovery, storytelling around the Maison's creations, handling of precious pieces, negotiation and long-term relationship building.
• Create a positive environment built on trust, respect and fairness, and represent the team's voice with leadership and HR.
• Promote a growth mindset through the Group's learning platforms, and ensure development plans and performance improvement plans are discussed and documented transparently.

Client Experience

• Guarantee a flawless, warm and highly personalised Maison experience for every visitor, in line with the Maison's ceremony of sale and hospitality standards.
• Champion the clienteling approach and tools across the team, with a focus on VICs – leveraging client data to anticipate needs, personalise gestures and create surprise-and-delight moments.
• Recruit new clients and convert them into loyal advocates of the Maison through excellence of experience, consistent follow-up and genuine relationship building.
• Handle sensitive client situations, special orders, bespoke requests and after-sales care with discretion and the highest service standards.

Operational Excellence

• Ensure all sales, security and operational policies and procedures are followed, with the rigour required for high-value inventory (stock counts, handling of precious pieces, certificates and documentation).
• Ensure e-commerce and distance-selling orders are prepared within SLAs with no pending fulfilment actions.
• Leverage available technology (clienteling app, CRM, OMS, Business WhatsApp) to support client development in and outside the boutique, and ensure the team is fully trained on these tools.
• Maintain impeccable visual merchandising per the Maison's guidelines, ensuring displays honour the creations and support the sales strategy.
• Ensure full compliance with legal, safety, security, retail operations and HR guidelines (including KYC/AML requirements applicable to high-value transactions), escalating any concern promptly.
• Plan floor coverage using traffic history and appointment scheduling to guarantee availability for booked client appointments and walk-ins alike.

What you’ll need to succeed

• Proven Boutique Manager experience within the luxury jewellery or watches industry, with an established network and client database in the UAE luxury market.

• Strong clienteling and CRM expertise, with a proven track record of building, developing and leveraging a high-value client database within the UAE market.

• Commercially driven, with the ability to analyse business performance, achieve ambitious sales targets and inspire a high-performing team.

• An engaging and relationship-focused leader, confident in building lasting relationships with VIP and High Jewelry clients while coaching teams to deliver the Maison's standards of excellence.

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.