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Retail Performance Manager, South Asia Pacific

2 weeks ago

Singapore Tiffany & Co. Full time

Since 1837, Tiffany & Co. has always been a company of great innovators who are constantly pushing the boundaries of what’s possible with design and influencing style. We’re proud to be trailblazers in the luxury retail world.
- Join Tiffany & Co. and be part of the largest luxury group in the world - LVMH
- Are you passionate about Retail Performance?
- Do you love making a difference

The Manager, Retail Performance reports to Director, Retail Excellence South Asia Pacific and functionally to Global Retail Performance. In strong collaboration with regional teams, in particular Retail Learning, Retail Operation and Client Development teams, you will drive across the markets an impeccable execution of the unique Tiffany Client experience via a 360 approach.

You will be responsible of 3 main pillars: Business intelligence, Drive Performance and Project management. He/she will drive the culture of continuous improvement via measurement, action planning and follow up. As the “go-to” person for all front-of-house store standards and procedures this position has a vital role in ensuring retail excellence across the store network. You are a strong, decisive, and collaborative leader; an energetic retail animator, well organized able to influence and drive action plan across the markets.

South Asia Pacific Zone covers: Australia, New Zealand, Singapore, Malaysia, Thailand, Philippines, Vietnam, Indonesia and India.

**Responsibilities
**Retail Performance**
- Drive day to day business culture in the markets by leveraging retail performance tools; Mystery Shopping (MS), Voice of Client (VOC), Morning Huddles, KPI board, 1 to 1 touch base
- Leverage VOC and MS results to drive focused action plan by market
- Work in partnership with Finance and HR on FTE planning, productivity optimization with the ultimate goal of delivering service excellence through an elevated Client experience
- Promote the culture of business acumen via monthly reporting of both quantitative (sales-related) and qualitative (client experience-related) performance
- Partner with regional teams, in particular learning and client development teams, in order to improve strategic KPI: Conversion Rate, AUR, MS, NPS, 10 k clients, and appointments
- Coordinate communication to/from stores, foster retail culture at the zone level
- Promote digital culture and omnichannel mindset within the sales teams

**Business Intelligence**
- Promote the culture of business acumen via monthly reporting of both quantitative (sales-related) and qualitative (client experience-related) performance
- Provide business intelligence to Market Leaders and President South Asia Pacific via trend analysis and competition benchmark
- Leverage Data analysis (Product trends/ Productivity/strategic KPI) to promote 360 action plans
- Assist in developing and managing incentive programs above and beyond regular commission scheme to reinforce areas of the business

**Project Management**
- Roll out in the region Global Retail/Omni initiatives ( Brilliance App, new POS system) with a transversal approach
- In collaboration with Global team Pilot key initiatives within the zone with a learning
- adjust and roll out approach
- Lead local 360 initiative to support zone priorities

**Qualifications
- 7+ years of retail and operations experience in luxury retail
- BA or BS degree or greater
- Strong verbal and written communication skills
- Demonstrated ability to collaborate productively and ability to lead and influence in a team environment
- Agile and with an entrepreneurial spirit, finding new approaches and solutions to the challenges of this role.
- Business acumen, numerical agility and forward-thinking
- Fluent in English
- Jewelry background would be a plus

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