KEY RESPONSIBILITIES – Tokyo, Osaka & Nagoya, Free Standing Stores & Boutiques in Department Stores


RETAIL PERFORMANCE
Identify and maximize turnover opportunities. Develop and implement action plans to reach boutique teams' KPIs and productivity.
Assess sales potential, define targets and motivate boutique teams to achieve sales goals.
Address low-performance swiftly and through concrete action plans.
Direct sales leads conversion. Activate product launches, events, walk-ins and CRM campaigns.
Provide accurate sales forecasts.
Assign resources, define and control retail budgets (e.g. sales, EBIT, PL, HR, T&E, boutique operations).
Collaborate effectively across functions, such as Marketing, Operations, HR
Identify and negotiate with relevant stakeholders to meet the needs of boutiques (e.g. products, activations, headcount, skills...)
Participate in monthly boutique meetings and quarterly meetings with HQ.
Remain aware of market trends. Provide assessments of Boutique and competitors' performance (e.g. sales, opening/closing, landlords, activities) to the management and HQ.
Provide regular feedback to HQ concerning change in customer behavior and comments (e.g. our product prices in relation to other brands or regions, customer service, demands)


CLIENT DEVELOPMENT AND CRM
Support teams achieve sales through client relationships.
Direct client leads conversion. Support boutique managers plan approaches.
Define regional client recruitment strategies with regional CRM and marketing experts.
Support the optimization of client KPIs and Customer Equation.
Contribute to planning and execution of brand marketing activities.
Entertain and manage selected Retail VIPs.
Enhance customer's in-store experience via a consistent selling ceremony.
Resolve client complaints.

RETAIL STRATEGY & NETWORK DEVELOPMENT

Contribute to annual regional strategic plans. Translate the brand's global retail strategies into regional action plans.
Contribute to the development of regional 5-year plans (e.g. estimate TO, sqm, FTE, traffic).
Engage boutique managers with brand/retail initiatives. Drive the change management as the strategy evolves.
Accountable for accelerating DTC business.
Participate in new boutique opening, relocation and renovation projects.
In collaboration with SDP, regularly control boutique and display conditions.
Review retail headcount, propose and implement organization changes
Increase synergies among boutiques. Reduce harmful inconsistencies with other distribution channels, if any.
Develop and manage professional relationship with department store stakeholders
Translate central guidelines, webinars and training material to Japanese to provide a comprehensive framework in terms of strategy and procedures for the retail teams


CUSTOMER SERVICE
Integrate customer service business into retail business model.
Identify opportunities, challenges and develop customer service action plans with HQ Sales.
Resolve poor customer service performance. Partner with Retail Operations Director and HQ with service cases involving difficult and sensitive end-clients.
Supervise implementation and localization of the brand customer service organization, guidelines, policies and processes.


LEARNING AND DEVELOPMENT
Identify necessary retail capabilities to deliver the brand retail strategy.

Develop boutique managers' skills:
management, leadership and coaching to ensure continuous personal growth, development of competencies and expertise.
Develop and submit retail training plan to Akademie.
Partner with Akademie. Monitor regional progress. Address training needs.
Encourage and accompany in-store training sessions. Highlight best practices and diffuse learnings among boutiques to promote continuous improvement.
Respond to and encourage talent and skills development through re-organization, role re-alignment, mobility opportunities, offering visibility, transfers and promotions.


TEAM MANAGEMENT
Enable success of Retail team with decision support, good energy, resources, shared services and best practice exchanges.
Develop trusting relationships with boutique managers. Facilitate round-table discussions, collective rewards and team member bonding within the retail community.
Identify success profiles and talent planning to define career paths and promote advancement.
Maintain active HR notes on team performance. Deliver annual evaluations (PMP).
Participate in the hiring of boutique managers, boutique teams and other retail positions.
Execute onboarding, coaching and training of boutique managers and other retail positions.
Handle retail teams' HR issues.
Work with HR and HQ team to ensure equitable remuneration policies, commission and incentive schemes.

Requirements

Bachelor's and/or Master's degree, preferably in business with a major in retail management, marketing, communication or a related field
At least 8-10 years of sales, retail or commercial experience at managerial level in a multinational environment, preferably in luxury industry
Strong leadership, communication and people skills, excellent figures acumen and analytical skills, structured, proactive and passionate
Excellent command in both spoken and written English, other languages depending on the region
Strong sense of luxury service and experience
IT savvy in MS office
flexibility towards traveling in order to present the company/brand across the market/region
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