Retail Operations and Performance Manager Report to the Managing Director Performance and operational excellence Prestigious Brand and Career Resources Job Duties Tasked to drive performance and operational excellence in high end luxury fashion stores in Hong Kong Plan and implement inspirational and engaging coaching programs for retail teams to deliver high level of client satisfaction, business results, and operational efficiency Anticipate and address operational issues to keep pace with changing trends Support various retail projects from clienteling strategies, process and budgetary control, and opening/closing of stores etc. Requirements Degree holder with more than 10 years’ experience in store operations and management Solid track record in Luxury retail Agile and open to new ideas; persuasive and backed with data; and people-oriented to establish meaningful relationships in the organization Manage the commercial activities in the Hong Kong and Macau key account channels Formulate and develop tactical and strategic sales and pricing strategies to meet business & market share growth, profitability target, distribution extension, etc. Work closely with Trade Marketing, Brand Teams, Finance, Supply Chain, and other relevant parties to negotiate trading terms & launch programs Responsible for leading and developing a strong sales team to achieve sales and profit targets Keep track of sales team performance from optimizing call route, setting sales target, sales performance tracking, and on the job coaching to enhance performance Work closely with marketing to effectively implement marketing programs to maximize revenue Plan and drive the commercial activities of a portfolio of Personal Care products to HK & Macau Key Account channel Formulate and develop short to long term channel sales strategies and objectives including business & market share growth, profitability target, distribution extension etc Work closely with the relevant parties to negotiate trading terms & launch programs Handle all incoming enquiries from customers 5-day work with fixed working hour Job Duties Working in the call centre to provide high standard of customer services to clients Provide instant response to all incoming enquiries via different channels Handle all the complaints cases tactfully and retain customers’ satisfaction
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