JOB PURPOSE AND SCOPE:

Mission
Maximise store revenue and operating results across a territory of 4-6 stores. Attract, create and maintain loyal customers at every opportunity. Achieve excellence in retail operations effectiveness and efficiency. Continuously raise the standard of in store personnel, increasing sales effectiveness and the customer experience. Support Regional Retail Managers in ensuring position as The Employer of Choice and The Retail Tenant of choice

1. Business management
Maximise store revenue and operating results across a territory of 4-6 stores.
 Understand the growth drivers of the business, performance of stores, consumer and competitor trends to propose growth plans, budgets and forecasts.
 Constantly analyse and track area performance to present risks, opportunities and solutions to the Regional Retail Manager.
 Work with Store Managers to ensure budgeted store Revenues and Operating Results are achieved.
 Support Regional Area Managers to design appealing and effective local marketing programmes.

KPIs Area Revenues vs Budget
Area Operating Results vs Budget

2. Customer Relationships and Customer Service
Maintain and create loyal customers at every opportunity.
 Identify and propose new opportunities for achieving world class customer service standards across all stores
 Ensures stores are delivering the standard of customer service. Regularly audit store customer service standards and actively seek feedback from loyal customers.
 Coach and work with Store Managers to resolve Customer Complaints and issues in accordance with Company policies whilst maintaining Customer Loyalty.
 Ensure Store Managers are fully utilizing the CRM system to maximize customer development opportunities.
 Partner with CRM Manager to identify appropriate CRM KPIs and programmes per store.

KPIs Area NPS
Area Loyal Customer Retention
Area Customer Upgrades
Area New Customer Conversion/New Customers

Visual & Image Management
 Ensure the stores comply with the company’s visual merchandising policy
 As an ambassador of the Company personally project the appropriate Company image

KPIs Audit compliance to global VM standards


3. Store Operations
Achieve excellence in retail operations effectiveness and efficiency. Support Regional Retail Managers in ensuring position as The Retail Tenant of choice.
• Work with Regional Managers to support Store Managers in building strong relationships with our landlords to minimise operational issues and ensure a smooth working partnership.
• Ensure all Stores are in compliance with Company policies and procedures.
• Work with Store Managers of new stores to ensure Store Operations procedures are properly established and the store is ready to operate at the time of opening.
• Work with the project team to ensure a high quality store environment is achieved in new and existing stores.
• Coach and work with Store Managers to resolve store operations issues.

KPIs Compliance to Company Policies & Procedures

Product & Stock Management
• Communicate all the information concerning the customers’ reaction to the products, the problems in accepting the products (price, quality, style) and the market opportunities for new products to Regional Retail Manager & Merchandising team.
• Support the Regional Retail Manager to ensure the needs of the stores are fully represented in the buying process in terms of budget and selection.
• Work with the Merchandising and Planning team to ensure efficient stock replenishment during the season.
• Organise the Store Managers to deliver Product Training

KPIs Sell through

4. People
Continuously raise the standard of in store personnel, increasing sales effectiveness and the customer experience. Support the Regional Retail Manager in Ensuring position as The Employer of Choice.

• Propose store staffing plans to deliver the appropriate customer experience whilst delivering required Operating Results.
• Work with the Regional Retail Manager & HR department to identify and recruit “quality” Store Managers, Assistant Managers & Supervisors. Ensure Store Managers recruit to the store personnel to the high standards expected by company.
• Work with Regional Retail Manager & HR to plan and monitor the orientation of all new store managers and ensure those that pass probation meet Company standards.
• Manage all Store Managers to an appropriate performance and development plan (pmp).
• Propose reward and recognition for Store Personnel in accordance with HR policy and procedure.
• Identify and appropriately manage issues of performance or misconduct.
• Work with Regional Retail Managers to identify talents within stores.
• Identify store training and development needs and work with the Training team to prioritise and fulfill these needs.
• Ensure Store Managers are managing all employees to Company HR policy and Chinese legal framework. Ensure employee costs are within budget and being managed as efficiently as possible.
• Regularly audit the standards of in store sales techniques, product presentation and customer service. Use mystery shopper reports to develop improvement plans with store managers and actively coach all store personnel to improve performance.
• Maintain an open approach to communication and ensure Store Managers receive all appropriate information provided by the company
KPIs Mystery Shopper
Employee Turnover
Sales/head
Audit Store Managers PMP
Employee feedback

MAIN LINKS REQUIRED BY THE ORGANISATIONAL PROCESS:
 Store Managers/Store Personnel
 Regional Retail Managers
 Merchandising & Planning Team
 Human Resources
 BD, Finance, Marketing, Store Operations


SKILLS & EXPERIENCE
• Minimum 4 years managing a large or high performance luxury boutique.
• Strong people management skills including, coaching, performance management, development & recruitment
• Motivational communicator
• Potential to develop strong business analysis and planning skills
• Able to role model the Mindset : Customer Orientated, Accountable, High standards, Pragmatic, Collaborative, Enthusiastic, Open