Retail Performance Manager, South Asia

Poste

The role of the Retail Performance Manager is to be accountable for enabling stores to make business targets by defining and implementing controls, efficiencies and optimizations that improve business performance. This is accomplished through regional retail performance support, driving business through innovative problem-solving and action planning, operational support and operational effectiveness initiatives for the region and management of projects that drive efficiency and profitability.

This role is pivotal in driving retail performance through the definition, analysis, and optimization of key retail metrics. The Retail Performance Manager will play a central role in developing and implementing strategies to enhance productivity, manage daily operations, and improve the overall client experience across our retail locations.

Missions

Key Responsibilities & Duties

Retail Performance & Excellence
- Define and manage 6 new KPIs across the retail journey, ensuring consistency and alignment with worldwide standards.
- Oversee zone animation to ensure optimum performance based on the defined KPIs.
- Lead analysis of Full-Time Equivalent (FTE) against Square Meter (Sqm2) to measure and enhance productivity.
- Manage the rostering process to ensure optimal staff deployment across retail locations.
- Oversee floor management activities, ensuring smooth daily operations and an efficient sales environment.
- Ensure that store activities align with business goals and maintain high standards of excellence.
- Compile and present weekly zone performance reports, offering actionable insights.
- Provide ad-hoc analytics as required to support decision-making across retail teams.
- Support the evolution of the commission system and lead the analysis of its impact on performance and team motivation.
- Lead and manage client experience programs, including Dare to Delight and Voice initiatives, to ensure superior customer satisfaction and engagement.
- Manage and track the execution of the Standards of Excellence project, ensuring that retail locations meet and exceed company standards.
- Provide ongoing support to retail teams through structure analysis, team assessments, and guidance on performance optimization.
- Develop and manage the retail newsletter to communicate key performance updates, insights, and best practices to the wider team.
- Ensure clear and consistent internal communication within the retail team.
- Oversee uniform management to ensure alignment with brand standards and appropriate distribution across retail teams.

Retail Operations & Systems
- Drive improvements in X-store and oversee the implementation of new releases to enhance store operations. Ensure seamless integration and optimization of One ID, Journey, and Welcome systems within the retail environment.
- Lead the implementation and operationalization of RFID to streamline inventory management and sales processes.
- Foster deep collaboration with the LV Neo team to ensure that retail solutions are aligned with global standards and business needs.
- Collaborate with the finance team to ensure compliance with retail operational procedures, including AML, Tax-Free processes, Payment Modes, and Receipts handling.
- Manage the SOCP update & relaunch process, ensuring that all retail staff are trained and aligned with current standards. Lead and coordinate SOCP training to ensure full adherence to operational procedures across all retail teams.
- Manage the animation of the Best of House Community, focusing on operational KPIs and driving follow-up actions to ensure optimal performance.
- Cultivate strong relationships with the Supply Chain and Omni teams to ensure efficient communication and seamless operations across all store locations.
- Act as a point of contact between stores and relevant teams to ensure product availability and timely communication of key information.
- Serve as the store's primary point of contact for Care Services and collaborate jointly with the team to ensure customer satisfaction and resolve any service issues promptly.

Profil

Key Requirements & Competencies
- Prior experience in retail management, with a focus on performance optimization and operations.
- Strong understanding of retail KPIs, performance metrics, and data-driven decision-making.
- Experience in leading teams, assessing performance, and implementing operational improvements.
- Proven ability to manage floor operations, rostering, and retail performance in a fast-paced environment.
- Demonstrated success in managing client experience programs and fostering customer satisfaction.
- Excellent written and verbal communication skills.
- Strong project management skills, with experience in leading large-scale initiatives.
- Familiarity with retail management systems and analytical tools to track and optimize performance. Proficiency with data analytics tools and retail management software.