Area Manager

Job description

Job Purpose:

·  Be the key driver to formulate business development strategies to ensure long-term success for individual point of sales
·  Strategically manage a portfolio of POS
·  Create synergy through best practice sharing
·  Ensure consistency amongst POS in line with company vision and mission

Key Responsibilities:

Sales Management

·  Monitor sales performance to ensure sales targets are achieved by the portfolio of stores
·  Analyze sales data, investigate the reason behind (on overall sales performance / product performance / BA performance), plan and execute follow up to enhance sale performance
·  Motivate the team to achieve sales target through strategic and creative sales campaigns / incentive programs
·  Consolidate and share best practice amongst cluster of stores
·  Participate in new product forecast to meet customers need and maximize sales potential

Leadership and People Management

·  Convey Chanel vision and mission, corporate message in an engaging way, motivate and inspire the team to reinforce the Chanel Difference
·  Identify & develop potential in-charges through setting development plan to groom them, coach and give feedback
·  Provide coaching to POS leaders on their management skills
·  As a role model to the team
·  Establish an effective and regular communication channels to engage the team
·  Create and promote positive and harmonize working environment. Lead to increase employee retention / engagement.
·  Front line recruitment by consistent high level of selection standard and internal benchmarking
·  Regular new join follow up and collect feedback from POS leaders on their performance
·  Conduct the team's Performance Management and make sure relevant actions plans are set
·  collect feedback from POS leaders on individual performances and provide coaching guidance

Service and customer relationship

·  Up keep store service standard through innovative service campaigns and educate team to have excellent service culture
·  Ensure the cluster of stores maintain their own customer profile (with top level / middle level /lower tiers / DM / New Join) and initiate in store engagement plan to maximize results
·  Create individual specific store "customer relationship building" tactics to surprise customers
·  Initiate CRM tactics and motivate the team to achieve CRM KPI (new customer recruitment, capture rate, revisit of VIP customers)
·  Follow up with BAs/ POS leaders on customer complaint handling, ensure excellent service is provided to customers, and handle escalated complaints as needed

Operation

·  Regular review and provide accurate and thorough feedback on all operation issue, counter propose operations flow to enhance efficiency incl. stock, operation procedures, IT and cashiering systems…etc.
·  Monitor and ensure proper job delegation is enforced in the cluster of stores
·  Able to make sound decision if out of guideline
·  follow up projects as assigned to improve retail excellence through team collaboration and negotiation with different stakeholders
·  Market Intelligence
·  Be aware competitors operation activities and best practices
·  Keep abreast of sales, marketing and customer service trends in luxury cosmetics industry and understand forthcoming customer expectation
·  Propose with insights and initiate changes to improve performance of the stores

Brand Image (VM merchandizing + Maintenance + Grooming)

·  Ensure the team's grooming are in line with CHANEL Standard
·  Ensure store image according to company guideline
·  provide constructive feedback to VM team on set up and store design and store maintenance