Retail Performance Manager
Singapore, 01, SG
In line with Panerai’s expansion and growth in the SEA region, we are looking for a dynamic Retail Performance Manager who will support the 360 business development of the territory.
Reporting into the Commercial Director – South East Asia, the Retail Performance Manager’s main mission is to drive retail KPIs and a clienteling mindset across the region. The manager will drive a cohesive action plan in partnership with local managers, clienteling outreach plans, and coach store managers to drive Panerai’s growth in SEAO.
TITLE Retail Performance Manager
REPORTING LINE Commercial Director
OBJECTIVES
- To drive a consistent retail, client experience and operational coordination across the boutiques.
- Develop the retail network knowledge of KPIs and strategies to achieve retail results.
- Create and adapt tools to monitor performance and achieve store targets, by leveraging retail excellence & performance, Mystery Shopping (MS), KPI dashboard and sales coaching.
- Partner with respective Country Managers / BMs to deliver best-in-class client experience.
- Work closely with HQ retail team and cross functions such as Customer Care, legal, digital, CRM and CRC Team.
KEY RESPONSIBILITIES
Retail Development & Sales
- Analyse current network performance and propose strategies to ensure an efficient and consistent action plan across SEAO boutiques.
- Identify and propose new ideas & opportunities to drive sales and client engagement, with focus on regional activations. Share best practices and key learnings across the retail network.
- Identify skills needed and provide classroom/floor coaching for an elevated retail experience, with focus on clienteling to grow sales of the high end segment.
- Engage with Boutique teams to create affinity, knowledge and drive client engagement with the Maison.
- Promote a digital culture and omnichannel mindset within the sales teams.
Client and Boutique Experience
- In partnership with the Country Managers, identify and drive areas of improvement for retail teams and deliver a best-in-class client and boutique experience.
- Coordinate with CRM to drive client KPIs (Acquisition, NPS, VIC Recruitment) and the efficient use of clienteling efforts to boost sales. Development of the client portfolio management across the boutique network.
Retail Performance and Operations
- Review boutique KPIs regularly with the Management and propose action plans to improve sales and KPI performance.
- Manage Mystery Shopping (MS) program for the region. Develop standards for retail excellence tools (ie. KPI board, 1 to 1 touch base, training in store).
- Strives for operational excellence within all boutiques proactively working with the Boutique Management to improve their professionalism and to guarantee efficient implementation and use of all policies, procedures, guidelines and tools in all boutiques.
- Develop regional consolidation of reports for Managing Director and HQ.
Requirements
- Bachelor degree or equivalent
- Min. 8 years experience within the luxury industry will be an advantage
- Excellent people management skills
- Entrepreneurial mindset, able to work around ambiguities
- Retail management , coaching & operations background will be an advantage
- Strong Analysis, Planning & organization skills
- Proactive, persuasive, creative, strong collaborator and team player
- Solution-oriented approach, effective time management, flexibility and willing to travel
- Excellent communication and presentation skills
- Fluent in English and any local language within Southeast Asia would be an added advantage
- Well versed in MS Office / Presentation Tools and Skills
