Retail Excellence Manager

About the Job

This role is accountable for driving overall retail excellence objectives at the Group level. To create best-in-class retail environment/ standards for clients, this includes developing new or reviewing existing SOPs. Understand market needs/ practice and to provide retail standards to achieve long-term, sustainable performance. The main scope would be service, KPIs and other retail operations like inventory handling or retail procedures.

Key Responsibilities

• Develop and implement strategies to elevate retail excellence and operational standards at the market level.
• Monitor and analyze key performance indicators (KPIs) to ensure consistent improvement and exceeding of market targets.
• Develop, review, and streamline Standard Operating Procedures (SOPs) to improve operational efficiency and effectiveness for markets.
• Lead the execution and monitoring of the Mystery Shopper Program (MSP) or similar initiatives to ensure service excellence.
• Conduct regular analysis of market trends and competitor activities to identify opportunities and support strategic decision-making.
• Collaborate with other departments to support and align on cross-functional projects and initiatives.

Requirements

• Bachelor's degree.
• 8 years of experience in retail excellence / retail operations role, preferably in luxury retail or MNC.
• Familiar with retail store operations and inventory management.
• Knowledge of KPIs and had proven record in achieving goals.
• Strong analytical skills and communication skills.
• Computer skill literacy – Excel (vlookup/ pivot table) and PowerPoint.
• Agile and able to adapt to a fast-paced / dynamic work environment.
• Good in written and spoken English and Chinese.