Retail Ops Manager

About the Job

Reporting to the Brand Manager, with a dotted line to the global Head of Retail, the Retail Operations Manager is responsible for leading the performance of retail division including sales productivity, stock, client experience, client relationship management, customer service, staff training and development. Oversee and drive the successful implementation of the retail strategy in all distribution channels. Deliver the highest level of customer service to clients. Drive business growth, implement strategies and to achieve the commercial objectives.

Key Responsibilities

• Sales Management and Business Development
  • Regularly provide market information, analyze business trends, results, strategic advices and propose short, mid and long term plan.
  • Propose annual and monthly sales targets for each boutique in line with Brand strategy; monitor performance and ensure achievement
  • Propose and lead boutique openings/closings/relocations/renovation projects
  • CRM: monitor the quality and size of the database; propose and execute actions for increasing traffic, conversion, retention, VIP retention and development
  • Propose exhibitions and boutique animations; ensure positive sales results
• Boutique Operations
  • Guarantee the proper maintenance of the boutiques: cleanliness, correct visual displays and respect of VM guidelines
  • Ensure that each boutique has the appropriate model stock, and timely replenishment
  • Ensure that all operating and security guidelines are understood and respected
  • Ensure proper staff grooming, availability of necessary sales tools & boutique equipment
  • Assure the security and proper maintenance of stock timepieces
• Team Leadership
  • Recruit, train, coach, and motivate the Boutique Managers and team members
  • Coach boutique managers/ In-charges and conduct regular meetings. Conduct regular evaluation including yearly evaluation. Ensure the development of key roles in each boutique (ABM, Supervisor, and/or Senior Sales)
  • Integration and training: coordinate and propose training needs. Ensure Boutique staff’s training needs are met; detailed product information and necessary knowledge are up to date.
  • Implement Brand commission scheme; propose improvements as needed
• Others
  • Build good rapport with existing & potential landlords to be constantly updated with the market practice & promotional activities. Work together with the BM for best possible negotiation.
  • Responsible for projects like renovation, repairs & coordinate retail new store openings with BM and Marcom personnel.
  • Supervise and ensure that all safety and security guidelines & requirements are observed at all times