Responsibilities
Achieve/Exceed Store Sales Plan
- Deliver and execute on pre-determined Annual Net Sales plan whilst meeting budget
- Understand and analyses the business needs, productivity, KPIs and provide business insights
- Lead the execution of retail excellence standards
- Identify and elevate out of stocks and merchandizing needs to drive growth through product assortment and presentation optimization
- Partner with key stakeholders to leverage knowledge of competitor activity and sales opportunities.
Building a High-Performance Team
- Drive regular performance conversations at store and Client Advisor level to motivate and engage team
- Align resources to reflect the store needs traffic, client profile and product potential
- Managing staff costs and headcount within pre-approved budget
- Execute team training plan for store
- Address and action performance management issues in a timely manner through consistent feedback
- Assess team capabilities and build robust succession plan for the store, with identified High Potential talents and design of development plans
- Recruit and develop talent pipeline
- Maintain employee engagement through Tiffany value driven leadership and employee recognition.
- Constantly monitor the quality of talent in the competition and pro-actively keeps potential talent engaged until real opportunities arise
Build Client Portfolio
- Identify and activate new client sources (3rd party/mall partnership) with a focus on HNWC
- Build and develop best in class client centric teams
- Execute events in partnership with PR and gain business alignment with a commercial goal
- Lead the execution of the Tiffany Clienteling Programs in order to grow client portfolio
- Know and cultivate Top 10 Tiffany Registered (TR) customers in the store
- Ensure all Client Advisors achieve CD100 objectives
- Drive store data capture rate with a focus on the quality of information gathered and ensure consistency of personalized SP outreach.
Operationl Excellence
- Manage efficient Back of House and ensure consistency with established operational procedures
- Own compliance of store operations, health and safety, maintenance and store environment with all internal control procedures
- Identify and execute efficiencies and best practices.
Customer Service/In-Store Experience
- Ensure highest levels of in-store luxury experience at all times
- Master the Power of Blue selling ceremony, including Tiffany Touch and deliver service excellence
- Embody and inspire the highest luxury standards in presentation and behavior of all the staff
- Share client feedback received on Voice of Customer Survey to improve customer service
- Manage customer issues and complaints.
Qualifications
- Minimum of 10 years of management experience in retail or luxury retail or relevant customer related experience (e.g., hospitality).
- Excellent team management experience, building and growing high performing teams
- Proven track record in store operations with managing profitability and operations efficiencies
- Flexibility to work non-traditional hours, including days, nights, weekends and holidays
- Proven ability to develop new opportunities and maintain client relationships while ensuring brand recognition and penetration in market
- Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system.etc)
- Chinese speaking skills are advantageous
