Regional Retail Manager

Singapore, 01, SG

Permanent

Jaeger-LeCoultre since its creation, Jaeger-LeCoultre has made precision an art form in its own right, balancing skills and artistry with sophistication and aesthetic finesse. In keeping with the inventive spirit initiated in 1833 by its founder Antoine LeCoultre, the artisans of the Manufacture create collections which have been at the forefront of fine watchmaking: Reverso, Master, Jaeger-LeCoultre Polaris, Rendez-Vous and Atmos – this rich legacy built by the Grande Maison over centuries serves as a constant source of inspiration in ever so pushing the boundaries through unprecedented timepieces.

MAIN PURPOSE

The Regional Retail Manager is in charge of supervising operations, consolidating and developing the productivity of the retail network as per brand’s values and objectives. She/he will be the referent the Boutique Managers can turn to for operational and/or managerial questions.

The candidate is also responsible for the achievement of quantitative and qualitative objectives of the retail network. In accordance with the brand’s overall strategy, the incumbent must also propose action plans to be executed by the Retail Team.

She/he acts as an Ambassador of the Maison at all times in the geographical area.

KEY RESPONSIBILITIES

Operations and Boutique Management:

Responsible for the coordination & execution of Retail operations.

Direct supervision to ensure smooth boutiques operations and effective manpower planning of internal boutiques.
Analysis of Boutique & staff sales performance to propose action plans to achieve commercial targets.

To be ultimately responsible for Retail excellence and customer service in the boutiques. Setting and achieving qualitative objectives (Visibility, CS, Product presentation, Boutique environment, Luxury appreciation and others). Implementation of action plan per Boutique.
Ensure boutiques are following VM standards and brand objectives in terms of product assortment, boutique image, pricing, and services
Responsible for the Clients’ logistics & needs during Retail events, Local or International.
Productive planning of the retail operation. Rostering, events, product rotation…
Ensure an optimal flow of information between Boutiques, HQ, and Office
Be warrant of the boutique procedures (inventory, administration, procedures,etc). Ensure that all operation manuals and its different rules and regulation per country are strictly adhered to.
Frequent visits to Boutiques to monitor the implementation of the Retail Strategy & action plans (both qualitative and quantitative aspects)
Analyse Boutique Mystery Shopping Survey and define Action Plans in coordination with Retail Manager.

Business Planning & Development:

Developing the sales turnover of the network in accordance with the retail strategy:

Follow up of key indicators of productivity and proposition of action plans when needed. (Discounts, traffic, Conversion rate, events ROI, sales level by product line, FOC, free gift, and others defined by the Management).
Identify fast & slow sellers then recommend appropriate actions.
Communicate and work closely with Management team and Boutique Managers regarding sales activities, product training, marketing and promotional activities.
Participate in Business plan, budgeting and forecasting processes.
Setting and meeting the turnover targets, discount policy and incentive programmes together with the management.
Reporting to Regional management and International HQ upon request.
Monitor Daily Boutique performance indicators and follow-up of sales and reporting: analyse and evaluate product sales results, collect & provide qualitative feedbacks.

Leading the development and implementation of the direct-to-customer platforms:

Set the proper standards and objectives for the Client Relation Centre to perform as per Brand’s expectations.
Grow the existing phone sales business and launch web sales to bring them to ambitious new heights and establish them as our performing e-boutique.
Promote and solidify the other existing D2C platforms, play a key role in identifying and launching the relevant new tools and platforms.

People Management:

Managing the team:

Provide advice to boutique managers and retail staff.
Recruit, organize and plan HR needs. Identify talents and potentials within the team.
Definition, together with the Regional Training Manager, of the objectives and action plan to coach and develop the retail teams.
Monitor salary scheme for all retail staff.
Lead the retail team and empower Boutique Managers.

Communication:

Be the spokesman for top management, ensuring that strategies are understood and put into place across the team, and disseminating all necessary information.
Report on boutique results (turnover, numbers of visitors to the boutique, discount rate, special sales, customer-relations management, etc.) on a periodic basis.
Clearly communicate to the Boutiques specific launches, action plans, events or Brands activities.

Client Management

Guarantee the highest level of customer satisfaction in the brand’s Boutiques by ensuring that each boutique is:

Providing a service of excellence, including after sales service.
Building long-term relationships with customers
Taking care of VIP clients
Taking care of any complaints
Develop excellence in clienteling: conduct CRM actions, prospect VIP, bring new traffic. Propose and conduct action plans for traffic increasing (cross-marketing, partnerships, etc)
Coordinate customer service in boutique: catalogues, operation procedures, SAV care and follow up.
Analysis CRM actions (ROI, correcting actions, etc).

REQUIREMENT:

Skills:

Results-oriented leadership
Excellent communication skills, both written and oral
Attention to detail, with the ability to handle multiple projects simultaneously
Strong emphasis on organisation
Computer-literate

Passion for service
Positive attitude (dynamism, optimism, enthusiasm)
Entrepreneurial thinking
Excellent interpersonal skills with the ability to cultivate good relations with staff and consumers
Charisma and diplomacy
Retail background in luxury with floor experience

Education:

Degree in Management/Business is preferred
Good general knowledge
Understanding of the local market
Strong local network already developed

Fluency in English. Mandarin is a plus.

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