Retail Performance

Reference Code: 93166**Retail Performance & Training Manager**:

- Singapore, 01, SG- PermanentFounded in 1860 in Florence as a workshop, shop and subsequently school of watch-making, Panerai is renowned for producing high-precision instruments for the Italian Navy with a pulse on innovation and function. Protected by military secrets, these creations were only launched in the International market when the brand was acquired by Richemont Group in 1997.

Today, the Maison advances through cutting-edge research, sustainability, and empowering modern heroes with a team that passionately brings value to Panerai's distinctive mix of Italian spirit and Swiss watchmaking excellence.

In line with Panerai’s expansion and growth in the SEA region, we are looking for a dynamic Retail Performance & Training Manager who will support the 360 business development of the territory.

Reporting into the Commercial Director - South East Asia, the Retail Performance & Training Manager’s main mission is to drive Retail Excellence across the region. The manager will drive a cohesive action plan in partnership with local managers, to deliver exceptional retail results. He/she will develop clienteling outreach plans, including local watch communities, and ensure adequate and consistent training to support Panerai’s growth in SEAO.

**TITLE Retail Performance & Training Manager**

**REPORTING LINE Commercial Director**

**OBJECTIVES**
- To drive a consistent Client Experience, Retail Performance, and overall operational coordination across the retail network in SEAO.
- Drive day to day business culture in the stores by leveraging retail excellence & performance tools, Mystery Shopping (MS), KPI dashboard and sales coaching.
- Deliver training and perform field coaching to improve strategic Boutique key performance indicators to the Boutique Network (IB/EB).
- Partner with respective Country Managers / BMs to identify gaps for improvement in retail and deliver best-in-class client experience.
- Work closely with HQ retail team and cross functions such as digital, CRM and CRC Team.

**KEY RESPONSIBILITIES**

**Client and Boutique Experience**
- In partnership with Country Managers, identify and drive areas of improvement for retail teams and deliver a best-in-class client and boutique experience.
- Ensure adequate trainings, store coaching and close monitoring to ensure KPI are met ie. CRM Data growth. Acquisition & Retention, Conversion Rate, Discount rate, Average Basket, and Appointments efficiency.
- Elevate the retail team’s client-centric experience and selling ceremony.
- Coordinate with local CRM to drive the efficient use of clienteling efforts to boost sales. Development of the client portfolio management across the boutique network.
- Develop and nurture local watch / prospective communities in the region, to support the boutique’s monthly client engagement programs and increase social media presence.

**Retail Training Development & Sales Coaching**
- Identify skills and competencies required for elevated retail experience, with focus on clienteling to grow sales of the high end segment.
- Localise training programme in line with Brand standards to enhance the team selling skills
- Conduct regular sales coaching for Boutique Managers, and “Train the Trainer “
- Engage with Boutique teams to create affinity and drive client engagement with the Maison
- Promote digital culture and omnichannel mindset within the sales teams

**Retail Performance Excellence**
- Strives for operational excellence within all boutiques, proactively working with the boutique management to improve professionalism and identify any room for improvement
- Analyse current network performance and propose strategies to ensure an efficient and consistent action plan across SEAO boutiques.
- Review boutique KPIs regularly with the Management for training / coaching needs.
- Propose action plans from retail dashboards results to improve sales and KPI performance.
- Drive day to day business culture in the stores by leveraging retail excellence & performance tools; Mystery Shopping (MS), KPI board, 1 to 1 touch base, floor coaching.
- Coordinate communication across retail teams to implement consistent operational tools: retail guide book, rosters, uniform, clienteling app, etc.
- Strives for operational excellence within all boutiques proactively working with the Boutique Managements to improve their professionalism and to guarantee efficient implementation and use of all policies, procedures, guidelines and tools in all boutiques.
- Support regional consolidation of reports to HQ

**Requirements**:

- Bachelor degree or equivalent
- Min. 8 years’ experience within the luxury industry will be an advantage
- Retail management, coaching & operations background will be an advantage
- Excellent people management skills
- Strong Analysis, Planning & organization skills
- Proactive, persuasive, creative, strong collaborator and team player
- Sol