Position Overview
The Retail Associate Director plays a critical leadership role in driving the commercial performance, retail excellence and retail business strategy of both Chow Tai Fook and Hearts On Fire businesses in Taiwan. This position oversees store operations, sales strategy, customer experience and team capability building to ensure consistent dual-brand standards and sustainable business growth.
The role requires strong leadership, strategic thinking and deep understanding of retail operations, with the ability to manage two brands unique identities while achieving synergy under an integrated operating model.
Key Responsibilities
1. Retail Strategy, Business Performance & Financial Management
- Define and execute comprehensive retail strategies to achieve sales targets, productivity KPIs, and profitability across all stores and retail channels.
- Lead annual retail business planning, budgeting, forecasting, and financial performance management.
- Monitor market trends, competitor movements, and customer insights to recommend timely tactical and strategic adjustments.
- Establish annual sales objectives, KPIs, and performance metrics, ensuring alignment with brand vision and business priorities.
- Assist General Manager to identify strategic locations to maximize the business development / expansion plans in the market.
2. Store Operations & Operational Excellence
- Oversee all aspects of store operations, ensuring compliance with brand standards, SOPs, operational guidelines, and audit requirements.
- Develop, optimize, and standardize operational workflows, policies, and procedures to enhance productivity and execution excellence.
- Conduct frequent store visits to ensure consistent service standards, operational discipline, and frontline execution.
- Implement dual-brand operational alignment while preserving distinct brand identities and retail experiences.
3. Leadership, Talent Development & Training
- Lead, coach, and develop Retail Managers, Store Managers, and frontline teams to build high-performing, service-driven retail organizations.
- Partner closely with P&C on workforce planning, performance management, succession planning, and talent development.
- Define clear KPIs, roles & responsibilities, and performance expectations, fostering a strong feedback and accountability culture.
- Lead the overall retail training strategy for dual-brand frontline teams, ensuring capability building aligned with service standards.
- Design, deliver, and evaluate training programs through KPIs, post-training assessments, and on-site coaching.
4. Customer Experience & Cross-Functional Collaboration
- Champion exceptional customer experience and premium service delivery aligned with luxury brand standards.
- Ensure brand values are consistently reflected across frontline interactions, store environments, and customer touchpoints.
- Work cross-functionally with Finance, Product, Marketing, P&C, and external partners to support retail objectives and business growth.
Qualifications
Education & Experience
- Bachelor's degree or above; MBA is an advantage.
- 10+ years of retail management experience, preferably in luxury jewelry, watches or premium brands.
- Proven leadership managing multi-brand retail structures.
Skills & Competencies
- Strong analytical and commercial acumen.
- Excellent leadership, communication and stakeholder management.
- Deep knowledge of retail operations, store management and customer experience best practices.
- Ability to manage ambiguity and lead change in a dual-brand integration environment.
- Proficiency in Mandarin and English.
