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Senior Retail Operations Executive
2 weeks ago
In this role focusing on the Boutique stores, you will work closely with the Brand Manager to lead and direct the Boutiques towards achievement of sales target in compliance with Company's policies & guidelines in operations
Retail Sales
- Accountable for sales target achievement for Retail business.
- Assist Brand Manager in monitoring the sales targets and other retail KPIs and propose timely action for review.
- Monitor sales performance at individual Boutique staff level and propose timely action if required.
- Control and monitor CRM programs to be implemented in the stores.
Retail Operation, Visual Merchandising
- Maintain the SOP and improve retail operations to ensure compliance and guidelines are met.
- Oversee the security set-up to ensure that all stores are properly equipped with the optimum security measures, monitor its effectiveness and compliance.
- Monitor day to day operation/running of the boutiques and communicate with supplier/contractor for maintenance of the stores. Ensure housekeeping rules & regulations are being observed and carried out accordingly.
- Control and manage visual merchandising in all stores and ensure it meets the VM guidelines. Execute change of window animation for all stores following the brand guidelines.
- Work closely with the marketing personnel to execute and ensure all Retail POS materials are updated timely to synergize with the launch period/s and assist to provide visual materials to the mall if required.
Retail Team Management
- Oversee staff duty roster planning, leave plan, recruitment, control of headcount and staff expenses. Supervise all boutique staff to ensure compliance of all the SOP including areas such as punctuality, attire, greeting etc.
- Guide, support and motivate retail staffs to ensure job retention and work closely with Management and HR to ensure lower staff turnover and higher job satisfaction amongst the retail staff.
- Oversee and ensure that staff receive basic trainings (upon joining) and continuous training on products knowledge and soft skill for better sales performance.
Inventory Management and Control
- Manage stock for all boutiques and be accountable for stock holding and compliance of company guidelines.
- Work closely with finance and logistics on stock take and implement regular stock check and report discrepancy.
Customer Care Support
- Daily interacting with B2C & B2B customers in response to product or customer service requests in a professional, accurate & timely manner.
- Responsibility for e-mail enquiries incoming through Salesforce , customer care hotline, live chat and other channels dedicated to B2C & B2B inquiries.
- Providing support and comprehensive information related to the after sales services (warranty and post-warranty terms, repairs' status, estimations; spare parts' availability and prices etc.) as well as the brand, collections and technical specifications
Others
- Responsible for renovation and repair projects of the boutiques. Coordinate retail new store openings with Brand Manager and marketing personnel.
- Assist in handling customers complaints.
- Support ad hoc assignment or any other relevant tasks as & when required.
Min. 3 years of relevant retail experience in a multi-stakeholders environment.
Proven retail staff management experience
Proficient in Microsoft Words, Excel
Problem solvers with good interpersonal and communication skills
Strong in customer service skills
Ability to multi-tasking
LanguagesEnglish and a local language is a plus.
