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Retail Excellence Director, Thailand & Vietnam
Other
The Retail Excellence Director collaborates with corporate and store leadership teams to improve retail performance and retail excellence across the Thailand & Vietnam market through effective training and operation. In this role He/She will design and implement management tools & KPIs to measure and optimize store operations. He/She will monitor and review the performance of each store and partner with store leaders to enhance performance across sales, client experience, store and team productivity and operations. He/She will also collaborate with store leadership and store maintenance and planning teams to ensure that all stores reflect the Tiffany brand image at all times.
He/She will also lead and develop Retail Training Programs to achieve learning and performance goals across the business, while liaising with related departments to define actions plans following mystery shopping results. He/She is responsible for the overall retail training and talent development and partners with the business to provide proactive, commercially focused, and high-quality training support. He/She will make recommendations and promote training initiatives and learning roadmap to enable the long-term business plans and positively impact the results.
Responsibilities
Store Performance Enhancement & Coaching
- In collaboration build the stores performance goals and in partnership with the Retail leaders continuously review & drive performance across sales, retail KPIs, non-selling activities.
- Work in partnership with the General Manager, Finance and HR on FTE planning, productivity & optimization with the ultimate goal of delivering service excellence through an elevated Client experience.
- Identify and analyze amount of time client advisors allocated to responsibilities other than sales/clienteling and provide recommendations, which will maximize the client advisors' time with their customers.
- Proactively drive the company’s efforts ensuring streamlined effective communications and processes throughout.
- Recommend value added activities that will increase individual sales, promotes cross-selling of categories, increases retention, and return rates of clients, including store commissions and/or retail specific projects when required.
- Ensure that the KPI's evolved are relevant to lead the store productivity and improve performance.
- Work together with Sales to develop sales and implement improvements plans.
- Partner with related departments to identify and analyze areas of revenue generation opportunities for products and/or services in support of business goals and to monitor the sales effectiveness throughout the process.
Retail Training
- Implement training programs, assessment to develop product expertise, service, selling and clienteling skills, improve store efficiencies, drive retail excellence, optimizing sales professionals’ productivity as well as brand loyalty, and market share growth.
- Partner with management on appropriate training roadmap that supports our business strategy and on the long-term Planning, Annual Profit planning and budgeting process to ensure in fostering key capabilities required for the company’s growth plans through training and development.
- Liaise with related departments to define actions plans following mystery shopping results and to develop specific programs to improve client experience and loyalty.
- Identify training and development needs within the organization and devising training strategies that aligned with business objectives.
- Partner with corporate teams to adapt, design and develop training classes and materials to fill identified training needs or curriculum gaps.
- Coach and facilitate career development conversations and actions to ensure the company have the right people and capabilities for the future.
- Ensure in-store coaching of sales team and store leadership team takes place regularly
- Track the trainings efficiency and implement evaluation system for the trainers.
- Provide evaluations for post-training endeavors to demonstrate ROI.
- Evaluate and recommend internal or external learning resources to support the development plans
Operational Excellence
- Monitor operational performance of all store operations inclusive of inventory flows and accuracy, team operational productivity, inventory organization.
- Analyze and monitor individual store inventory productivity, driving optimal operations inclusive of scheduling, timely deliveries, organization of teams to deliver exceptional Client Experience FOH & BOH with strong partnership across departments and store teams.
- Identify innovative action plans with Managing Director, store teams and functional departments (as appropriate) to minimize operating costs and operational risks.
- Analyze and follow controllable costs to meet budget.
- Provide regular in-depth analysis of outliers (over and underperforming stores) and work with the Sales on action plan to improve the performance
- Organize periodical Store Performance Committee to report on progress and discuss action plans
- Lead individual store inventory accuracy and integrity plans through analysis
- Compliance on Company policy and procedure
- Drive market audit compliance with Internal and Sales Audit teams.
Lead Retail Projects
- Constantly fine tune our Retail Presence (Grooming) to engage properly with clients
- Coordinate with Store Planning / Maintenance on new openings and renovations minor workflow and repairs.
- Drive new tools and coordinate store issues follow up with IT (i.e. lead new release, training, issues).
- Rethink business practices and provide feedback on current policies & procedures.
Qualifications
- 15+ of Retail operations, Retail excellence, Training experience in luxury retail
- 5+ years of retail leadership experience
- BA or BS degree or greater
- Significant experience working around topics such as Retail Operation, Retail Analytics, KPIs and Retail Training in a leading luxury company.
- In-depth knowledge for the luxury market, as well as highest standards of client experience.
- Strong consultative, coaching, communication and influence skills
- Expertise in training and facilitation skills
- Excellent influence, interpersonal communication, problem solving, follow up and creative solution generation skills
- Ability to collaborate productively and ability to lead and influence in a team environment
- Agile with entrepreneurial spirit, finding new approaches and solutions to the challenges
- Strong English verbal and written communication skills
- Business acumen, numerical agility and forward-thinking
- Experience in both country operational role or regional/ global roles are preferred