Regional Retail Experience Manager, Luxury

Job Description

We are now partnering with a European luxury brand to recruit a new position that will have the responsibility to evaluate, enhance and maximise the customer service experience at the retail level. This role combines retail operations and training and represent an excellent opportunity for a retail professional looking to expand their experience in this Asia-Pacific position.

Job Description

-Establish the Regional Retail Experience function in the APAC region by tailoring and adapting international programs to relevant markets in the region. Develop new region specific programs for APAC countries.

-Align the customer experience to the company vision by leading and inspiring the team with exceptional customer experience

-Drive and lead the sales team through regular class room training, on-the-floor coaching and workshops aiming to enhance luxury customer servicing to the next level

-Drive store performance in terms of Sales, Productivity and Service Standards through different incentive schemes and regular Mystery Shopper activities

-Plan, organize and conduct train-the-trainer sessions for Store Managers and sales team on Luxury Customer Service and Leadership skills

-Analyse mystery shopper results and prepare action plans to improve service and productivity behaviors for the sales team

-Partner with the HQ team to tailor global service programs and training materials are appropriate and correct for the APAC market

-Partner with the store staff, work to upgrade leadership, management skills, and product knowledge of staff to drive all retail productivity measures

-Regional travel is to be expected

Requirements

-Degree qualifications

-8-10 years of total experience in retail operations and training. Luxury brand experience will be well regarded as will regional experience

-Strong client servicing and customer focus

-Posessing leadership skills, you have the ability to drive change and deliver results

-You have hands-on experience with designing retail and training programs and have strong commercial sense

-You will have strong influencing, team-work and interpersonal skills

-Fluency in English and Mandarin

Benefits: bonus, medical & product allowances