As part of the Travel Retail APAC team based in Singapore, the Retail Excellence Manager drives initiatives and action at point-of-sale through the Retail Managers and field teams aimed at providing consumers with a retail experience that exceeds expectations. He/she is the bridge between Retail, Marketing, Education and Visual Merchandising Teams to operationalize retail excellence. The individual also supports the development of the Retail Managers & Airport Coordinators for improved performance and future roles.
Key Responsibilities: Sales Management
- Together with Retail Managers, develop by-location Retail Excellence strategies for key doors; translates Travel Retail Asia Marketing strategies into 360° action plans and support Retail Managers in ensuring consistent implementation at every touchpoint in designated accounts/doors.
- Evaluates Retail Managers' skill gaps and growth opportunities; works with Line Managers and Retail & Education Director on development plans, including coaching by Line Manager and formal learning initiatives.
- Resource planning: periodically evaluates Retail Manager workload, in consideration of sales volumes, Beauty Consultant numbers, geographical spread, operational complexities in market, retailer requirements etc; identifies opportunities/makes recommendations to improve quality of work, Retail Manager effectiveness and operational efficiency.
Store Management
- Drives Merchandising Excellence at point-of-sale through Retail Managers and Airport Coordinators.
- Travel Retail Operations SOPs/workflow improvements: together with Retail Managers, develop and maintain SOPs/guidelines for smooth, flawless retail ops execution in store which impact the total retail experience.
- Adopts a numbers-driven approach to Retail Excellence by creating dashboard/scorecards to measure success. Quarterly progress reports by key locations/markets/regions.
Staff Management
- Responsible for the recruitment, management and deployment of the eventing teams/promoters.
- Partners with Retail, Marketing and Education Teams to ensure eventing teams/promoters are well-trained to execute at top-notch levels in store.
- Drives Consumer Excellence-focused Beauty Consultants coaching with Retail Managers and Educators, by modelling and implementing report. cards/gamification/KPIs/incentives/recognition.
- Airport Coordinators' development: supports Retail Managers in identifying skill gaps and providing solutions; builds and delivers a scalable retail readiness program to upskill and retain talent/leaders.
Admin
- Liaison/Point of contact for Shiseido Travel Retail Consumer Experience Design [CxD] Team.
- Co-lead Beauty Consultant Bootcamps, Beauty Consultant Conferences and similar initiatives.
- Beauty Consultant Data Management: drives collection of data as required, working with the relevant parties to streamline processes and ensure data integrity.
Requirements: - Recognized university degree or equivalent tertiary qualification.
- With at least 4 years of relevant working experiences.
- Strong influencing and negotiating skills, an excellent communicator and motivator; able to interact/work with people of different levels, departments, cultures and backgrounds.
- Must be hands-on and willing to lead by example.
- High learning agility and ability to flex/navigate in ambiguity.
- Passionate change champion.
- Analytical with the ability to synthesize issues and formalize recommendations; a problem solver with a keen eye for detail.
- Strong organizational skills, able to prioritize/multi-task and thrives in a fast-paced environment.
- Strong command of written and spoken English and Mandarin (in order to liaise with Mandarin speaking associates).
- Proficient in Microsoft Office Excel and PowerPoint.
- Must be able to travel frequently [30%-40%].
