Senior Manager, Retail Excellence

About the Job

The Retail Excellence Manager is accountable for driving overall retail excellence objectives and leading the development of frontline teams across international markets. This includes developing new or reviewing existing Standard Operating Procedures (SOPs), executing group-level guidance, ensuring its accurate implementation across diverse regions, and delivering best-in-class client service, such as service excellence, KPI performance, inventory handling, retail operations, client telling, and coaching. The position plays a critical role in balancing global standards with local execution, ensuring consistent and high-impact retail performance across all international markets.

Key Responsibilities

• Develop and drive retail excellence in market level.
• Monitor KPIs to improve / exceed performance for markets.
• Develop and review key retail SOPs, or streamline current ones in order to improve efficiency and operation for markets.
• Lead and monitor MSP results or other similar programs.
• Analyze market trends and competitors’ activities.
• Collaborate with other departments on other initiatives or projects.
• Lead Training Managers to support the development of frontline teams.
• Design and deliver training programs that elevate client service standards.
• Ensure accurate implementation of group-level service and coaching frameworks.
• Expand training scope to cover additional operational areas as required.

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 (vlook/ pivot table) and PowerPoint.
• Agile and able to adapt to a fast-paced / dynamic work environment.
• Excellent in written and spoken English and Chinese (include Mandarin).