Retail Manager

Overall purpose of the job:

• The Retail Manager has full P&L accountability and responsibility for the entire retail business unit of the company, and leads all employees across different functions in this business unit. As the retail shops are an integral part of our F&B operations, the Retail Manager works closely with F&B Operations Manager and his/her restaurant managers to ensure seamless operations and customer experience. The mission for the Retail Manager is to continue the growth of the retail business unit year on year, while maintaining the essence of the L’Usine brand identity as well as standing as the leading multi-brand concept store in the city.

Key Results Area

1. Financial

• Increase foot traffic, conversion rate, average basket size
• Monitor and maintain sell through rate within target

2. Customer

• Serve as the primary contact for VIP customers and all escalation of customer complaints and to immediately carry out service recovery
• To train sales staff on product knowledge, selling techniques and overall customer service steps, including how to deal with difficult situations

3. People

• Attract, build and retain talent
• Coach, mentor and lead an effective retail team
• Identify potential leader and successors
• Conduct performance reviews of direct reports

4. Update/develop SOPs including store visual merchandising guidelines

5. Discover New Brands/ Events/ Partnerships/ Marketing

• Find new CDG, new Rag & Bone, new local brands
• Develop and drive in-house lifestyle range namely kitchen, home, pantry
• Organize 1 event/quarter – book, art, charity, fashion (new brand launch or sales)
• Partnerships 1 tie-up/month – (examples: using our space for various purposes such as floral arrangement classes, monthly meet up space for local fashion designers/bloggers/photographers, etc.)
• Marketing – work with marketing department to develop online and offline strategy and plan including content and communications