From customer experience and team management to achieving commercial goals, store managers have a multidimensional role and are a major asset to the success of stores and companies.
In the context of interviews published in IN Business magazine, we present Marianna Skoutelari , store manager at Stephanides The House of Luxury on Makarios Avenue, Limassol.
My professional career at Stephanides and in the sales sector began 30 years ago and, through long experience, I gradually reached my current position, taking over as store manager in 2006. Throughout these years, I had the opportunity to work with leading international luxury brands and serve customers of different nationalities and cultural backgrounds, which helped me develop both professionally and personally. I learned that in the luxury sector we do not just offer a product, but a complete experience, which is based on trust, consistency and a fundamental understanding of the customer.
A teacher in retail
Although my studies are not directly related to retail, since I studied to be a teacher with a specialisation in child psychology, they gave me important skills that I use every day in my work. Among them are patience, effective communication, observation and understanding of different characters and needs. Of course, for years I had continuous training from the company and the international houses with which we collaborate.
Communicate correctly
I believe that studies in business administration, marketing or retail can provide a very good foundation for a store manager. However, in practice, experience and daily contact with people are equally important parameters. A store manager needs to listen, communicate well, manage different personalities and remain calm in demanding situations.
Every day at the boutique
My daily routine includes coordinating the team, serving customers, managing appointments and requests, as well as monitoring goals, inventory and the overall image of the boutique. At the same time, I make sure that each team member is aware of the priorities of the day and that each customer has a personal and high-level experience.
Adapt at any time
The biggest challenge is to be able to adapt at any moment, because no client and no day is the same, beyond the fixed tasks. Every person requires a different way of communication, has different needs and expectations and it is important for them to feel that you listen and understand them. At the same time, I need to be close to my team, support them and maintain a calm and positive atmosphere even in the most demanding moments.
With everyone's cooperation
I work daily with the sales team, management, as well as with the marketing, operations, warehouse and after-sales service departments. At the same time, there is communication and collaboration with the representatives of the brands we host. The team is crucial, because in luxury retail the customer experience is not created by a single person, but by the consistency, communication and collaboration of everyone.
At the staff level
Technology has changed our daily lives quite a bit, helping us work faster and more organised. We have immediate access to information about products, inventory and customer needs, while tools like AI can support us in staying informed and better organized. However, I believe that in the luxury sector, nothing can replace personal contact, experience and the relationship of trust that is created with the customer. Discretion and personal judgment remain irreplaceable.
Stephanides The House of Luxury
The company has been a reference point in the luxury watchmaking and jewellery industry in Cyprus since 1960. It has three boutiques in Nicosia and Limassol as well as a specialised service center, while employing a total of 13 people. It represents international watch, jewellery and accessory brands, offers personalized service and comprehensive after-sales services.
Products
Official representative and exclusive reseller in Cyprus of Rolex, Patek Philippe, Chopard, Tudor, Tag Heuer, Baume & Mercier and Gucci watches as well as the high jewellery collections of Chopard, Boucheron, Mikimoto and Stephanides Fine jewellery as well as ST Dupont luxury accessories.
This interview first appeared, in Greek, in the July issue of IN Business magazine. Click here to view it.
