Job Description

Our client is a luxury goods manufacturer founded more than a century ago. They have been considered one of the world's most prominent fashion houses and known for its modern and iconic pieces for men and women. They are specializing in a broad range of women's and men's ready-to-wear products, leather goods, accessories, perfumery, jewellery, and watches.
 
Position:              Retail Operations Manager
 
Major Responsibilities
1. Sales Management / Animation
·        Ensure all stores provide customers with optimal service and the best conditions to discover brand' product lines.
·        Ensure understanding and smooth running of store operation procedures, including the implementation of Smart Ops, Hpad, store notebook and CHIC boutique etc. project
·        Responsible for the organization of annual public and staff sales, co-ordination with various departments including stores, warehouse and merchandising teams.
·        Proactively identifies areas for operational improvement including tools and processes
2. Project Management
·        Ensure local co-ordination and prioritization of retail operations project
·        Ensure change management and trainings are properly done
·        Maintain strong relations with various departments such as Communication, Merchandising, Finance, Warehouse, Real Estate for store s implementation (eg. Rendezvous, communication events, stock take, renovations)
·        Give strong support on all new projects including ad-hoc projects for the Managing Director
·        Work on the warehouse project. Once completed, manage the team.
3. Distribution network
·        Constantly review and improve the quality of the existing stores (maintenance, renovation). Working in tandem with Regional Real Estate Director
·        Ensure physical stores are always in the best condition possible with co-ordination, management and monitoring of various contractors (eg. maintenance, security, cleaning) to ensure smooth running of the stores. Follow up on yearly contracts with suppliers as required.
4. Customer Service
·        Provides the practical guideline about customer complaints to the stores and handles the customer’s claims which couldn’t be solved at the stores properly.
·        Administers guidelines and policies relating to core CS operations. Oversees the administration of these guidelines/policies. Interfaces with various departments, as needed, to address issues impacting service.
·        Works with all functional departments to ensure adequate training and communication to meet and exceed customer expectations and growth challenges
·        Develops and controls Customer Relationship Management process to protect and improve  image & customer satisfaction in the point of customer service.

Qualifications

·        5-8 years relevant experience in a retail environment
·        Cross functional working skills (across multiple levels of management and ability to work with diverse cultures)
·        Good analytical skills
·        Strong people management skills including being a good communicator and the ability to manage relationships at different levels
·        Fluent in English; other languages an advantage
·        Hands on computer knowledge of MS Office, Excel, Outlook (and Hermès systems if applicable)

Compensation & Benefits

If you need more information, please feel free to contact us at 02-652-0772 or e-mail: [email protected] 

For private discussion, please call directly at 065-951-5235 (K.Bank)