Retail Operations Manager
Sephora Digital SEA
Quarry Bay, Hong Kong Island, Hong Kong


Sephora , a division of LVMH Moët Hennessy Louis Vuitton global luxury leader, is a global leader in beauty retailing. It successfully operates more than three thousand points of sale across Americas, Europe, Middle East and Asia.

Its aim is to animate the most loved beauty community in the world.

Sephora Asia is a high growth division of the leading global beauty retailer, Sephora. Our teams run omni-channel retail businesses in markets such as Australia, China, Hong Kong SAR, Malaysia, New Zealand, Singapore, South Korea & Thailand, franchise operations in India and Indonesia and e-commerce in Philippines.

Our success is built on innovation, a unique product portfolio, market leading digital capability, and our exceptional people!

With our first two stores for Sephora Hong Kong SAR established in 2019, we are looking for a talented Retail Operations Manager to drive the best-in-class customer experience, store team development and future expansion with us!


  • Be accountable for the entire retail sales operations, encompassing both customer experience and operational excellence, be both strategic in direction and hands-on in operations.
  • Take ownership of commercial management and strategic planning of the networks expansion with the customer at the heart of all decisions whilst focusing on team leadership.
  • Create an enthusiastic store culture and successful sales environment focusing on our Sephora DNA and Sephora Experiences.
  • Drive the entire retail network on achieving commercial objectives such as sales, shop profit, conversion rate, average basket size, UPT, service indicators, etc.
  • Job Responsibilities

    1. Sales & P&L Management

  • Forecast, budget and manage sales budgets as well as the P&L for each store.
  • Drive strategies and establish action plans needed to ensure maximum effectiveness in achieving objectives and budgets to the stores, with emphasis on their profitability, efficiency and store capability to deliver both short-term and long-term P&L and planning.
  • Promote and drive growth through continuous improvement and sharing of best practices.
  • Analyse business trends across sales within each store, region and the network on regular basis, and conduct deep-dive analysis on selected stores when needed.
  • Evaluate information related to sales, promotions and competitors whilst recommending strategies to target key areas that balance short-term return with sustainable growth.
  • 2. Operation Excellence

  • Ensure Store Operations Manual are fully implemented in stores through education and reinforcement.
  • Revisit processes and procedures when needed to drive both operation efficiency and control.
  • Own the store audit process to evaluate the stores and devise action plans to sustain / improve operation excellence and audit score results as a key KPI.
  • Collaborate with retail managers across region for regional and global Best Practices sharing and ideas exchange.
  • 3. Customer Experience

  • Focus on the customer’s omni experience to lead the beauty revolution and differentiate Sephora from other beauty retailers to drive customer obsession and loyalty.
  • Collaborate closely with the Marketing and E-Commerce teams to ensure consistency and seamless customer experience across in store and online.
  • Cultivate an enjoyable shopping environment aligning to Sephora DNA.
  • Incorporate innovations and technology advancement to enhance the in-store experience.
  • 4. Team Management and Development

  • Be a coach to Store Managers in managing the stores to deliver KPIs as well as develop teams.
  • Develop, motivate and inspire the team with in-store observations, trend analysis and feedback.
  • Work with HR to identify, develop and retain key talents to become future Store Management Teams.
  • Partner with HR & Training to build and promote store culture aligning to Sephora DNA.
  • 5. Store Network Growth Strategies & Expansion

  • Support General Manager in evaluating existing network efficiency & profitability and future network potential.
  • Provide regular in-depth analysis of the over and under-performing stores and work with General Manager to improve the performance.
  • Keep up to date with our competitors and market, predict its evolution, and anticipate action steps to adapt to new tendencies or trends.
  • Collaborate with other teams such as Construction, Project, IT, Merchandising, HR, Finance, Supply Chain and Marketing to open new stores within set timeline.
  • Requirements

  • Bachelor Degree holder with minimum 8 years professional operation experience working in retail
  • Beauty background is a plus but not a must
  • Passionate in customer service & beauty with strong attention to details
  • Excellent influential leadership style to lead, motivate, inspire and develop teams in achieving profits and operational excellence
  • Excellent people builder with collaborative style
  • Operations-minded and hands-on with a readiness to spend time in stores to help store team to solve issues
  • Able to take up a Million-dollar project management to time, budget and high quality
  • Strong analytical skills and able to derive conclusion and actions from numbers / data
  • Result-oriented with proven ability to set KPIs to achieve sales and profitability targets
  • Good understanding of the big picture and mid to long term plan while keeping reactivity and agility in the short term
  • Excellent command of spoken and written Chinese and English
  • SEPHORA, the place makes you proud to work for

    Sephora emphasizes a fun working environment and offers attractive benefits & career development to our talents.

    If you think you are the one, send us your full resume with your availability, latest and expected salaries by clicking the APPLY NOW button / Whatsapp to 9168 2937.

    All personal data collected is for our recruitment purpose only)

    通過點擊“持續”,我允許neuvoo同意處理我的數據並向我發送電子郵件提醒,詳見neuvoo的 隱私政策 。我可以隨時撤回我的同意或退訂。