Store Manager
Lane Crawford
Hong Kong

Customer Service

  • To ensure the entire team understands the need to deliver consistent, friendly and responsive service
  • To ensure the Lane Crawford standards of service are consistently executed at all times
  • To demonstrate a desire to understand and communicate the latest trends and fashion to customers and staff
  • To take every opportunity to exceed the customers expectations
  • To monitor the after sales service activities such as gift wrapping, dispatch and delivery, concierge service
  • To monitor staff scheduling to ensure there are sufficient staff available in the retail selling area at all times
  • To build and actively communicate with the VIP customers of the store
  • To solicit feedback from customers and share this feedback with appropriate people
  • To execute a plan, based on Mystery Shopper Feedback, to improve the customer satisfaction
  • Sales and Profit

  • To achieve agreed sales and profit targets for store taking corrective action
  • To be proactive in identifying selling and cost control opportunities
  • To monitor and control the payroll and all related expenses
  • To work with the CBO to establish a balanced range of merchandise suited to the customer profile of store
  • To be proactive in understanding the competition, communicate activities
  • Communication

  • To run the daily all store communication briefing
  • To communicate sales targets, and achievement against targets
  • To ensure that all in store communication is up to date, to standard and relevant
  • To work with CMC and VM to maintain world class presentations in store and in window
  • To ensure regular communication with A&D on all matters
  • Team Leadership

  • To demonstrate and reinforce the Lane Crawford Vision And Values at all times and provide the necessary leadership
  • To identify and execute ways to increase employee’s loyalty, satisfaction and pride
  • To reinforce the company message and implement programmes that are needed to drive profitability
  • To know, enforce, and educate teams on all appropriate HR policies, labour laws, security and safety procedures
  • To provide on job coaching to ensure that all managers are able to meet and exceed the standard
  • To give feedback during regular meetings with management team
  • To identify and facilitate opportunities for additional training throughout the store
  • To monitor and review performance of management team with the Director of Sales & Operations
  • To take appropriate corrective action with employees who fall below standard
  • To complete and present performance appraisals based on defined goals and objectives
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