Retail Performance Manager
Hong Kong, HK, HK

This position reports to Associate Director, Retail Operations & Performance, Hong Kong & Macau and requires continuous cross-functional collaboration with our HQ Retail, Marketing, After-Sales, Sales Administration and IT Teams, as well as local Market Retail Directors, Retail Managers and Boutique Teams.

As the Retail Performance Manager, you support the development of the Performance culture in our network of boutiques and support them in enhancing their performance on a daily basis.

You thrive on problem solving and resolutely determined to ensure operational and experiential excellence in all boutiques.

You will design and implement management tools & KPIs to measure and optimize the Store operations.

In this sense, your responsibilities will include, but will not be limited to :

1) Sales Development

  • Cascade business direction to boutique team and key stakeholders for alignment. Fine tune evaluation framework to give clear direction on target result
  • Seek action plans from department and boutique management team and provide support to steer sales performance
  • Identify needs and bring together different parties on to create rapport, leverage support or create new opportunities to drive more sales
  • Sales strategy formation with individual staff to anchor big sales and recommend value added activities that will increase individual UPT, promotes cross-selling of categories, increases retention and return rates of clients
  • Close monitoring on major sales leads and provide support on settlement Discount negotiation Stock arbitration
  • 2) Responsible for compensation scheme, monthly sales commission & incentive calculation

  • Work with finance team to formulate and roll out of new compensation scheme for boutique team
  • Collect & consolidate data from relevant parties to prepare monthly sales commission & incentive calculation for obtain approval from retail management for payroll purpose
  • 3) Analytics

  • Acquire necessary external data from all channels to enrich analysis combined with market insight and business result for decision making
  • Channel market feedback for management to bridge the gap, report on progress and discuss action plans
  • Prepare regular reports and provide recommendation to ensure that staffing is in line with the respective Store's customer traffic and support increase in customer conversion rate
  • Provide regular in-depth analysis of outliers over and underperforming stores / boutique staff and work with the management to improve the performance
  • 4) Network Development

  • Provide comprehensive brief of each boutique profile for SDP to build the boutique Boutique mission Client experience / journey Design proposal Sales assumptions
  • Organize working committee to bring in key stakeholder including boutique members to increase project transparency and facility executions
  • Development of scorecard for sales projection for new boutique opening or expansion
  • Profile

  • At least 6 years’ experience working around topics such as Boutique Management, Retail Analytics, Store Planning, KPIs in a leading luxury company.
  • An in-depth knowledge of the state of Retail in the Luxury world, as well as highest standards of Client Experience. Sensitivity to demanding clients needs in this sector.
  • Strong critical thinking and analytical skills, with ability to consolidating large amount of data and information.
  • Ability to influence many stakeholders of the role and willing to work in a cross-functional manner, bringing multiple key project stakeholders together and uniting them behind a common goal.
  • Curious, open-minded & show strong teamwork skills as a leader and a team player
  • Agility and entrepreneurial spirit will support you in finding new approaches and solutions
  • Business acumen, numerical agility and forward-thinking vision are solid asset to perform well in our organization
  • Organized, detail-oriented with love of troubleshooting and problem solving and capable of working under pressure and meeting short deadlines.
  • Watch and Jewelry / Fashion / retail / luxury background is definitely an advantage
  • University degree required in Business Administration, Marketing or similar field
  • English and Cantonese is a must, Mandarin is a plus
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