Head of Retail, Malaysia

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us.

We are united by a common goal - **to reimagine the future of beauty.**

**The opportunity**:
**Head of Retail, Malaysia & Singapore**

The Head of Retail Malaysia & Singapore reports to the General Manager of Malaysia & Singapore and has full responsibility for the success and growth of the Retail stores within the business. He / She is expected to drive commercial targets and increase store conversion rates by elevating client experience in stores. As a strong advocate for Retail, the Head of Retail will lead and develop a diverse retail teams across multiple stores in 2 markets, providing coaching and development of Area Managers, Store Managers and the Retail Operations team. Through building effective relationships with key stakeholders in the business, such as Marketing, Category, Supply Chain, Finance, and HR, and respective regional counterparts, the Head of Retail will drive in-store results to achieve business success.

**You will shine here if you enjoy**

**Sales**
- Overseeing our stores, mentoring, and directing strategies for success to drive sales
- Developing sound strategies with insightful analysis of customers’ behaviors, competitive landscape, competitors’ offerings and market trends to increase market share
- Evaluating data related to sales, promotions, competitors, and client feedback, to achieve stretched targets and driving business growth
- Preparing and presenting regular financial reports and forecasts, analyzing business trends and key performance indicators, including client experience metrics and sales performance and providing insights to management
- _ KPI: Achieve sales targets, revenue growth, and profitability goals for all retail stores_
- _ KPI: Increase / protect market share_

**Client Experience**
- Ensuring a good positioning of competitive services for each store with a good understanding of the Clients’ profiles and engagement for all tiers of Sephora members
- Championing a client-centric culture with strong floor management and adoption of digital tools in every store to exceed customer’s shopping experience and to build loyalty
- Optimizing store layout to facilitate enhanced shopping experiences for customers while maximizing sales
- _ KPI: Drive conversion rate with focus on elevating client experience_
- _ KPI: Drive Love Meter scores_

**People Leadership**
- Developing and implementing strategies to build a robust succession bench for Store Leaders, utilizing OMR and targeted talent development programs
- Collaborating with HR to design and implement incentive programs aimed at driving sales performance and motivating retail teams
- Being a strong advocate for training programs to enhance employee skills, and to ensure that they are well implemented and monitored in the stores to improve employee performance
- Dedicating time in the stores to coach and develop the retail cast to support their growth and cast career path development
- Increasing employee loyalty by supporting professional development opportunities and recognizing outstanding performance to retain talents
- Effectively manage, train, develop and retain a diverse high performing retail team centered around our Sephora Purpose and Values, ensuring high levels of employee satisfaction
- Collaborating with Market Retail Training, Marketing, Category, Supply Chain, Finance, and HR teams to develop and implement cross-functional strategy for stores
- _ KPI: Retention rate, Employee Satisfaction score_

**Store Network Optimization**
- Collaborating with the General Manager and regional team to play a pivotal role in expansion of store network and new stores opening across the market
- Maintaining good relations with landlords
- _ KPI: Achievement of new store opening plan and management of existing store network_

**We would love to hear from you if you are/have**
- Professional experience in the retail industry with a proven track record of enhancing client experience and driving conversion rates
- Possess strong retail tenacity and commercial skills, good attention to detail, and an unwavering client-centric mindset
- Demonstrated leadership to achieve sales and profitability
- Comfortable with financial aspects (budget, daily store figures, etc.), understanding the impact of client experience investments on financial performance
- Strong management skills and agility to lead, motivate, and inspire in a rapidly changing environment
- Operations-minded and hands-on. Ready to spend time in stores to help the store team solve issues, motivate them, and ensure a positive client experience
- Strategic thinking, with the ability to develop and implement retail s