Retail Operation

- Responsible for retail operations of all boutiques in China. Handle the operational administrative duties to ensure a smooth flow of operation, including coordinating communication on operational matters and dissemination of requirements to the retail boutiques.

- Support to retail stores' daily operation, such as customer complaints handling; goods transfer follow up; store maintenance follow up; system error handling. Ensure operational issues are resolved professionally, timely, and effectively.

- Coordinate with training department and area managers to ensure that boutique staff is properly trained in areas of selling skills, customer relations, product & brand knowledge, boutique operations and service.

- Ensure that boutique staff is properly handling repair requests from customers, collecting the proper information and returning the repair jobs to the service centre in a timely manner.

- Ensure that boutique staff is equipped with up-to-date seasonal uniforms and that they are properly presentable by grooming guideline. Take responsibility for staff uniforms – including order and distribution.

- Regularly review the POS material in the boutiques and ensure that adequate supplies of gift boxes, carrier bags, gift wrapping paper, etc. are on hand. Cooperate with visibility to ensure that such items are timely ordered when necessary.

- Ensure that boutique operations manual is continually updated to reflect the latest operating guidelines and instructions and that all boutique staff is familiar with its contents.

- Conduct spot checks to ensure that boutique staff is making proper use of the retail customer database and that customer and sales information is being properly entered.

Business Analysis & Planning

- Assist in compiling various retail performance reports in an orderly and timely manner to meet business needs.

- Provide accurate reports and work with finance, HR and other departments to develop and modify retail reports.

- Support in the review of existing business processes and changes to improve the productivity, efficiency and customer service and ensure successful implementation of the new process and service.

- Review boutique cost and trip reports submitted by boutique managers, provide feedback and ensure a high operational standard.

- Administer the documentation of operating procedures and work with the various stakeholders to update the documents to ensure their relevance.

- Coordinate with PR, CRM, and retail management teams in organizing the boutique events, provide the on-site support and consolidate the qualitative feedback after events.

- Support the retail management team to settle boutique opening / closing / renovation projects.

- Assist in preparation of relevant annual budget.

Internal & External Communication

- Timely communicate with HQ and group to oversee compliance of retail with established policies and standards. Cooperate with local finance, Safe and Security team and regional internal audit to achieve maximum control.

- Support Retail Director in implementation of the HQ's and Richmond group’s new strategies, policies and projects.

- Communicate and co-work with landlords and external resources to fulfill boutique operation needs.

- Lead and develop the operation team by setting achievable targets, and skilfully monitoring the team members to reach it.

Requirements:

- Minimum of a Bachelor Degree

- Above 2 years experiences in retail operation management; Luxury brands preferred

- Good at PC literate, familiar with Microsoft Office and SAP system

- Fluency in both oral & written English, and Mandarin

- Passionate for retail operation and project management.

- Effective communication and strong negotiation skills, also presentation and facilitating skills

- Strong force and good ability on problem solving

- Strong data analytical skill and good at innovation (E.g. process optimization)

- Good team lead and team player.