GENERAL MANAGER

1. About Eterno

Eterno is a contemporary luxury accessories house launching its flagship boutique on Scotts Road, Singapore. The brand focuses on considered objects across cigar accessories, wine accessories, and fine leather goods - created for clients who value quality, craftsmanship, design, and lasting personal taste over mass-market luxury.

The Scotts Road flagship will be Eterno's primary customer-facing space: part retail boutique, part private client destination, and part brand experience. The store will be built around refined service, clienteling, appointment-based selling, thoughtful product presentation, and long-term customer relationships.

2. Role Overview

We are seeking a hands-on General Manager to lead the flagship boutique from pre-opening through launch and daily operations. This role carries full on-the-ground ownership of store operations, sales, client service, team management, inventory, reporting, visual standards, VIP appointments, custom orders, events, and after-sales coordination.

The General Manager will be the face of the store and the operational lead on site. The successful candidate will ensure the boutique opens and closes properly, the team is well briefed, clients are served to a high luxury standard, products are presented beautifully, stock is controlled accurately, and management receives clear updates on performance and operational issues.

3. Key Responsibilities

Store Operations & Daily Management

·   Oversee the daily opening, closing, and smooth operation of the Scotts Road flagship.

·   Ensure the store is consistently presented to brand standards across cleanliness, atmosphere, lighting, product display, packaging readiness, and client flow.

·   Maintain a polished, calm, premium boutique environment at all times.

·   Manage store supplies, packaging materials, operational equipment, daily checklists, and general store readiness.

·   Identify and resolve day-to-day operational issues quickly and professionally.

·   During pre-opening, support store readiness, renovation follow-up, snag list management, and operational setup.

Sales & Commercial Performance

·   Drive daily, weekly, and monthly sales performance through product knowledge, client engagement, and consistent follow-up.

·   Lead by example on the sales floor and support the team in converting enquiries into purchases.

·   Monitor sales byproduct category, SKU, client type, transaction value, and follow-up opportunity.

·   Understand and communicate key commercial drivers such as gross margin, stock turnover, average transaction value, conversion, and repeat purchases.

·   Identify opportunities across gifting, custom orders, private appointments, events, and cross-category selling.

Luxury Client Service & Clienteling

·   Deliver a refined, thoughtful, and personalised luxury customer experience.

·   Build long-term relationships with regular clients, collectors, VIPs, and gifting customers.

·   Maintain accurate client records including preferences, purchase history, important dates, interests, follow-up actions, and special requests.

·   Manage VIP appointments, private viewings, and high-value client interactions.

·   Ensure follow-ups are timely, personal, and appropriate to the Eterno brand.

·   Handle customer enquiries, after-sales requests, complaints, exchanges, and service recovery professionally.

Inventory & Stock Control

·   Oversee stock receiving, product inspection, SKU labelling, storage, display replenishment, and stock movement.

·   Maintain accurate inventory records across cigar accessories, wine accessories, leather goods, and custom orders.

·   Conduct regular stock checks and stock takes, including high-value item checks.

·   Investigate and report stock discrepancies, damages, variances, and low-stock issues.

·   Monitor best sellers, slow movers, product demand, and potential reorder needs.

·   Coordinate with the founder on stock orders, replenishment, pricing, and product availability.

Visual Merchandising & Store Presentation

·   Maintain visual merchandising standards across all categories.

·   Ensure displays are clean, balanced, premium, commercially effective, and aligned with the brand positioning.

·   Support product launches, seasonal displays, gifting displays, private appointments, and event setups.

·   Ensure displayed products are in excellent condition and positioned intentionally.

Team Leadership & Training

·   Manage a small retail team of approximately 2-4 staff.

·   Support hiring, onboarding, rostering, training, coaching, and day-to-day supervision.

·   Conduct daily team briefings and ensure staff understand sales targets, product focus, client appointments, and operational priorities.

·   Set clear expectations around punctuality, grooming, service standards, product knowledge, store discipline, and accountability.

·   Provide constructive feedback and build a reliable, polished, service-led team culture.

Reporting & Administration

·   Complete daily sales and payment reconciliation accurately.

·   Prepare weekly and monthly reports for the founder, including sales, stock issues, VIP pipeline, operational risks, and decisions required.

·   Maintain organised records for sales, inventory, clienteling, staff roster, stock variances, custom orders, and operational issues.

·   Escalate key matters early with practical solutions and clear recommended actions.

Custom Orders, Events & Business Opportunities

·   Manage client queries for custom leather goods, bespoke requests, gifting, and special orders.

·   Track custom order quotations, approvals, deposits, timelines, vendor coordination, final inspection, and client handover.

·   Support private events, VIP previews, client appointments, and launch activities.

·   Identify and refer corporate gifting, wholesale, collaboration, or event opportunities to the founder.

Compliance, Security & Risk Control

·   Ensure store practices follow relevant employment, workplace safety, product-handling, retail, and client data requirements.

·   Maintain procedures for keys, alarm, CCTV, lock-up, access control, and high-value stock storage.

·   Ensure payments, refunds, client data, incidents, damages, losses, and complaints are handled responsibly and discreetly.

4. Candidate Profile

Experience

·   Minimum 3-5 years of retail experience, ideally in luxury, premium, boutique, lifestyle, jewellery, fashion, leather goods, wine, cigar, hospitality, or specialty retail.

·   Prior experience managing a small retail team, including rostering, onboarding, training, supervision, and accountability.

·   Strong background in client service, sales, customer relationship management, and store operations.

·   Experience with VIP clients, clienteling, private appointments, CRM, or high-touch service is highly preferred.

·   Experience with stock management, inventory control, daily reporting, and reconciliation.

·   Pre-opening or new-store launch experience is an advantage but not essential.

Skills

·   Strong luxury service mindset and excellent customer-facing presence.

·   Commercial understanding of sales performance, margins, stock turnover, average transaction value, and repeat-client development.

·   Highly organised and detail-oriented, with the ability to manage sales, staff, stock, clients, reporting, and daily operations at the same time.

·   Clear communication skills with clients, staff, vendors, and management.

·   Comfortable with Excel, POS systems, CRM tools, sales trackers, inventory records, and basic reporting.

·   Strong problem-solving ability, calmness under pressure, and ability to take initiative without constant direction.

·   Fluent English required; Mandarin or other languages are an advantage.

Personal Attributes

·   Genuine interest in quality, craftsmanship, design, and considered luxury.

·   Interest in at least one Eterno product category: cigar accessories, wine accessories, or fine leather goods.

·   Hands-on, reliable, and willing to do what is needed to keep the store running properly.

·   Polished, professional, discreet, and service-oriented.

·   Comfortable working in a founder-led environment with a small team and high ownership.

·   Strong sense of responsibility, accountability, and follow-through.

5. What Success Looks Like

·   The flagship opens on time and is ready for clients every day.

·   The boutique consistently feels premium, organised, calm, and intentional.

·   Clients receive thoughtful, personalised, luxury-level service.

·   Sales opportunities are followed up properly and recorded clearly.

·   VIPs and repeat clients are captured, nurtured, and developed over time.

·   Stock is accurate, well-presented, protected, and properly controlled.

·   The team is well trained, punctual, polished, and accountable.

·   Daily reconciliation and weekly/monthly reports are accurate and timely.

·   Operational issues are escalated early with practical solutions.

·   The founder has clear visibility on store performance, risks, and opportunities.

6. How to Apply

Interested candidates may submit a CV and a short introduction outlining relevant luxury retail, client service, store management, or boutique operations experience. Shortlisted candidates will be contacted for a confidential discussion.