Retail Operations and Performance Manager

Projob21.com Ltd.; Hong Kong Island; On-site; HKD 600,000 - 1,200,000; Full time

Job summary

A prestigious company is seeking a Retail Operations and Performance Manager to enhance operational excellence in luxury fashion stores in Hong Kong. The role involves leading coaching initiatives for retail teams, managing client inquiries, and driving strategies to engage ultra-high-net-worth clients. Candidates should have over 10 years in retail management with a strong focus on luxury market. Competitive salary and career development opportunities are offered.

Qualifications

• Over 10 years of experience in store operations and management.
• Proven track record in luxury retail.
• Experience working with high-net-worth individual clients.

Responsibilities

• Drive performance and operational excellence in luxury fashion stores.
• Plan and implement coaching programs for retail teams.
• Manage incoming GBA customer inquiries and ensure high-standard service.

Skills

Performance management

Coaching

Problem-solving

Client relationship management

Data-driven insights

Education

Degree holder

Job description

Retail Operations and Performance Manager

• Report to the Managing Director
• Focus on performance and operational excellence
• Represent a prestigious brand with career development opportunities

Job Duties

• Drive performance and operational excellence in high-end luxury fashion stores in Hong Kong
• Plan and implement inspiring coaching programs for retail teams to enhance client satisfaction, business results, and operational efficiency
• Anticipate and resolve operational issues to adapt to changing trends
• Support retail projects such as clienteling strategies, process and budget management, and store openings/closings

Requirements

• Degree holder with over 10 years of experience in store operations and management
• Proven track record in luxury retail
• Adaptable, innovative, persuasive with data-driven insights, and people-oriented to foster meaningful relationships
• Experience working with high-net-worth individual clients
• Manage incoming GBA customer inquiries

Additional Responsibilities

• Provide high-standard customer service to VIP clients in GBA markets
• Respond promptly and effectively to all inquiries
• Handle complaints tactfully to ensure customer satisfaction
• Deliver exceptional customer service to VIP clients in Southeast Asia markets
• Develop and execute strategies to engage ultra-high-net-worth and VIP clients, driving revenue, profitability, and brand awareness
• Build strong partnerships to create business opportunities
• Present brand portfolios effectively at events and through personal introductions, aligning with brand messaging
• Manage commercial activities in Hong Kong and Macau key account channels
• Develop strategic sales and pricing strategies to meet growth and market share objectives
• Collaborate with Trade Marketing, Brand Teams, Finance, Supply Chain, and other departments to negotiate trading terms and launch programs