The Senior Retail Specialist supports the Retail Director in ensuring smooth and efficient daily operations across Hong Kong and Macau retail network. The role is responsible for implementing operational standards and key processes, coordinating cross-functional activities, optimizing store performance, and supporting key projects such as store openings, renovations, and global operations initiatives.
Key Responsibilities:
Operations Standards & Process Improvement
• Analyze, define, implement, and execute new operating standards to harmonize practices across the responsible markets.
• Implement and monitor the execution of ‘Master of Retail’ following global operations guidelines and standards.
• Propose improvements and implement changes aligned with HQ Retail Operations strategies and guidelines.
• Monitor OPEX-related activities and proactively challenge existing workflows to improve efficiency and maintain cost control.
Store Operations, Facilities & Maintenance
• Manage uniform and packaging material orders and consolidation
• Handle store maintenance requests, liaise with internal teams and facilities service providers, and monitor service quality and progress.
Store Opening, Renovation & Project Coordination
- Support the Retail Director in coordination of Store Planning team on all aspects of store opening, relocation, closure, and renovation projects.
- Coordinate with internal teams (CRM, Merchandising, IT, VM, Finance) to ensure timely preparation and setup.
Cross-Functional Collaboration & Communication
- Enable seamless communication between stores and the office, ensuring issues are escalated and resolved promptly.
- Collaborate closely with CRM, VM, Merchandising, IT, Finance, and Retail Quality teams to support store needs.
- Coordinate logistics planning such as product deliveries, storage concerns, and back-of-house
- Partner with internal teams to ensure all cross-functional support and escalated issues directly contribute to exceptional in-store experiences and sustain client satisfaction.
After Sales Service Responsibility
- Work closely with store teams, coordinate and follow up on repairs, exchanges, and client
- Act as a bridge between stores, after-sales team, and other office
- Ensure timely updates and clear communication to stores for client follow
- Support tracking and reporting of after-sales cases and key
- Identify recurring issues and provide feedback to improve processes and client experience.
Qualifications
- Bachelor's degree, preferred major in business management, marketing or other relevant discipline.
- Minimum 5 years of experience in retail operations, store management, or multi-store operational support, preferably within premium or luxury retail.
- Well organized, detail-oriented with a good analytical sense for numbers.
- Excellent communication and interpersonal skills to manage store-office relationships.
- Strong problem-solving mindset; proactive and solution-oriented.
- Team-player with a collaborative approach.
- Resilient, adaptable, and comfortable working in a fast-paced, multi-market environment.
- Proficient in MS Office applications including Word, Excel, PowerPoint.