Senior Retail Excellence Manager

The role, based in Hong Kong and reporting to the Hong Kong, Macau, and Taiwan General Manager, is responsible for improving retail performance and client experience across Hong Kong and Macau. Acting as a business partner to the Regional Manager and Store Directors, the position provides data-driven insights, best practices, and targeted coaching to optimize KPIs, enhance retail standards, and ensure consistent excellence in client engagement.

 

MISSION

 

Business Performance

• Partner with the Regional Manager to design and execute action plans that enhance productivity, conversion, cross-selling, and clienteling results.

• Develop monthly and annual sales forecasts, establish targets, and optimize P&L performance.

• Monitor store performance against budgets and forecasts, providing actionable insights to management.

• Track retail team performance against KPIs, offering training, feedback, and corrective action plans as needed.

• Analyze key metrics—including conversion, traffic, and client appointments—to identify growth opportunities and performance gaps.

• Collaborate with corporate functions to develop monthly initiatives and long-term strategies to elevate sales and store performance.

• Maintain regular communication with senior management, delivering insightful reports on sales, store activities, inventory, and key issues.

• Lead monthly business reviews and ensure implementation of corrective actions to achieve commercial goals.

 

Operational Excellence

• Partner with Store Operations to identify and implement process improvements that drive consistency and excellence across stores.

• Oversee daily store operations, including sales, expense control, staffing, inventory, security, and compliance with company policies.

• Assess market opportunities and support projects such as new store openings, relocations, and renovations.

• Ensure retail teams uphold corporate standards, policies, and procedures.

• Drive and coordinate retail performance initiatives (e.g., clienteling programs, KPI contests, service excellence campaigns) across Hong Kong and Macau.

• Support key retail activations, client events, and new store launches with flawless execution.

 

Customer Experience

• Partner with CRM to design and execute client programs that build loyalty and elevate customer engagement.

• Coach and motivate retail teams to deliver outstanding client experiences and implement clienteling strategies.

• Conduct regular store visits to review service standards, merchandising, and the client journey, providing actionable feedback.

• Analyze customer feedback and market insights to continuously refine the client experience.

 

Training & Coaching

• Collaborate with Training and Regional Managers to design and deliver programs focused on sales excellence, product knowledge, and client engagement.

• Provide on-the-floor coaching to strengthen leadership skills and drive team motivation.

 

Cross-Functional Collaboration

• Partner with Merchandising to align product strategies with market needs, sharing insights from in-store performance and client preferences.

• Work with Visual Merchandising to maximize commercial impact while maintaining brand consistency.

• Serve as the link between store teams and corporate functions, ensuring two-way communication and seamless execution of initiatives.

 

PROFILE

• Degree holder in Business or related discipline

• Minimum 10 years of experience in retail function, solid experience in fashion retail is preferred

• Demonstrated strong commercial awareness and adapt to a fast-paced environment

• Clear and persuasive communicator with the ability to influence and collaborate across different functions and levels

• Analytical and problem-solving mindset, ability to translate insights to solutions

• Able to champion new tools and ideas from concept through implementation

• Capable of driving projects independently and taking initiative to improve processes

• Proficiency in Microsoft Excel, PowerPoint and Power BI

• Familiarity with Al-driven analytics tools or innovative retail technologies is a

• plus

• Excellent command of English, Cantonese and Mandarin

 

Only shortlisted candidates will be notified.