Retail Manager

ROLES & RESPONSIBILITIES

The main responsibilities for Retail Manager is to ensure the effective performance of the stores through the management of the retail team and the implementation of company policies and procedures. The Store Manager will lead by example and have a hands-on approach to the business with high levels of attention to detail to maximize sales and profitability.

ACCOUNTABILITY

1. Responsible for the travel retail operations across the 4 terminals in Changi Airport
2. Contribute to the business strategy of sales and business development by establishing control and managing stock level to ensure optimal stock par level through analysis of sales figures, trends and forecasting future sales
3. Manage store's merchandising, sales events, and stock management
4. Manage point of sales, analyze the performance, propose and implement any improvement actions required
5. Responsible for monitoring of KPIs such as sales, average purchase, productivity, inventory and loss control

CUSTOMER SERVICE

1. Ensure service excellence among the Retail team members according to our Lotte Service DNAs
2. Coaching of Retail teams to provide exemplary product knowledge to assist customers with their buying decisions.
3. Handle customers' queries in a professional manner according to the company policy and CAG's refund policy

MERCHANDISING & STOCK MANAGEMENT

1. Ensure that the stock level in the store is within the acceptable thresholds and to work closely with the Merchandising / Logistics team on stock replenishments and deliveries

LOSS PREVENTION

1. Accountable and responsible to investigate and report all loss prevention issues to management.

PEOPLE MANAGEMENT

RECRUITMENT

1. Involve in the building and developing retail team with HR department
2. Responsible to manage employee's attrition and absenteeism

TRAINING & DEVELOPMENT

1. Manage and ensure all new team members are well trained and integrated into the new environment
2. Work with HR team / Operations Manager on identifying training needs of individual employees
3. Coaching of team members to ensure achievements of customer service standards, retail KPIs, sales target and expectations are met consistently.

PERFORMANCE MANAGEMENT

1. Assist the Head Of Operations on team member's objectives and to monitor / review their performances regularly.
2. Conduct annual, half yearly individual performance review with the Operations Manager.
3. Provide constructive feedback and constantly provide coaching to the team for improvement
4. Develop, identify potential team members, and propose promotion

OTHERS

1. Support any store initiatives. Example: Stock take, store change, renovations, opening and closing of stores.

Requirements

1. Bachelor Degree / Diploma qualification
2. Minimum 5 years of travel retail, retail or FMCG in managing a big sales team with multi stores model
3. Strong interpersonal and communication skills
4. Strong passion for customer service
5. Energetic and motivated with a positive mindset
6. Demonstrated leadership abilities
7. People orientated with the ability to motivate and coach the team
8. Good knowledge of MS office tools