JOB MISSION
Responsible for the effective management of all the retail business in Taiwan to achieve desired sales results through effective people management and driving positive KPIs. In addition, the role is required to drive excellent customer experience, building and retaining strong client network. Accountable for the development and implementation of consistent polices & procedures across the store network to ensure the company brand image is always upheld.
MAIN RESPONSIBILITIES
BRAND INTEGRITY
- Serve as the market expert, ensuring that the Brand is consistently represented to Ferragamo's standards across stores.
- Provide insight and able to influence assortments, pricing strategies and Visual Merchandising standards tailored specifically to the market.
- Share market best practices across stores.
SALES
- Work closely with the Store Managers to maximize sales and achieve targets.
- Motivate and coach store staff to achieve individual targets and KPIs.
- Conduct sales analysis and review productivity on monthly basis.
- Review sales commission and incentive scheme from time-to-time and make recommendations to management accordingly.
STAFF MANAGEMENT
- Work with HR on all staffing related matters including recruitment, staff issues, annual and probation reviews, setting KPIs and performance management.
- Recognise best sellers and superb customer service, while serving as a role model for both.
- Delegate duties and responsibilities to foster a sense of ownership among Store Managers and to increase efficiency of store operations.
- Ensure consistent management, operational practices and customer service in all stores.
- Roster review and management to ensure adequate manpower at the shop level.
- Monitor staff attendance and punctuality. Ensure accurate completion and sign off of all staff records (overtime records, leave application forms, part-timer time sheet etc).
- Manage staff uniform orders and ensure all staff adheres to grooming standards.
CUSTOMER SERVICE
- Ensure the highest level of customer service is being provided in stores.
- Managing customer complaints if they can't be dealt with at store level.
- Manage product returns and defective claims.
- Work with Regional Marketing to recruit and develop customer base, including VIPs.
- Ensure that mystery shopping results are upheld and look into action plans to maintain the results, according to the standards set.
CRM
- To work closely with regional CRM team and SM to acquire, build and retain close relationship with Elite clients.
- To be engaged in developing creative initiative to drive stronger retention rate for our Elite clients.
VISUAL MERCHANDISING
- Ensure all VM guideline are adhered and executed to represent consistent brand identity across the stores network.
- To collaborate closely with regional Visual Merchandising to ensure business objectives and various KPIs are positively impacted by VM guideline.
TRAINING & DEVELOPMENT
- To partner and work closely with regional Retail Training, to map out, plan and conduct progressive and continuous training to the retail team, to equip them with the necessary product knowledge, selling technique and clienteling skills, to enhance sales and ensure a consistently high level of customer service maintained across all stores.
- To lead a culture of in-store coaching and mentoring of the retail teams, so that any identified gaps and potential risks can be addressed and minimised.
- To ensure that all new joiners are properly onboarded, in accordance to the onboarding checklist.
- To organize periodic and regular offsite team bonding sessions with Store Managers and key identified retail staff, to plan out strategies and action plans on business growth, achievement of KPIs and staff development.
MERCHANDISE MANAGEMENT
- To work closely with the regional Merchandising team, to ensure that the stores present merchandise in a manner that will maximise sales and achieve optimum merchandise turn, and are reflective of Brand's corporate direction.
- Stay current on product range and educate staff on competitors products offering.
- Oversee maintenance of accurate inventory records.
- Funnel product improvement idea and feedback to corporate.
OPERATIONS
- Comply with all local lease and statutory obligations as well as local codes.
- Identify methods for lowering expenses and increasing overall store profitability.
- Attain store shrinkage goals.
- Uphold highest standards on all Company audits.
POLICY & PROCEDURE
- Implement new standards of operations and working practices in conjunction with the General Manager or other department heads.
- Undertake responsibility for ad-hoc initiatives as and where appropriate.
- Visit all stores regularly and monitor their compliance with global policy, procedure and standards.
REPORTING
- Develop systematic reporting for macro trends (real estate development, trading conditions, competitive activity and travel patterns).
- Collate information and other statistical reports on shop progress or action planning as required, and report to General Manager.
STORE PROJECTS
- New store development or existing store renovation /refurbishment.
- Work on all store and office maintenance requirements to maintain our brand image. Act as the main contact person for landlords, contractors, suppliers and Ferragamo Asia to ensure stores are open on time and within budget.
PROFESSIONAL REQUIREMENTS
- Bachelor's degree with a minimum of 8 years of experience in fashion retail management with at least 5 years experience in Taiwan market, international brand experience a plus.
- Strong business acumen with successful proven track records in leading sizeable retail team is essential
- Team-oriented & collaborative with the ability to manage cross-functional relationships across multiple levels & influence business decisions with internal & external partners.
- Strong analytical & computer skills (MS Office) required.
