Retail Operation Manager

Job description

MAIN PURPOSE

The position is expected to strategically develop, implement, and continuously refine boutique operation

flows that are not only appropriate for the Chloé maison aesthetic and brand identity but also demonstrably

maximize retail and sales performance. This includes identifying key performance indicators (KPIs),

establishing robust tracking mechanisms, and proactively adapting operational strategies based on

performance data and evolving market trends.

 

In close cooperation with the Retail Manager and the Retail Excellence Team, this role will be instrumental

in elevating the service level standards of boutiques and stylists, ensuring a consistently exceptional and

brand-aligned customer experience across all touchpoints.

 

 

KEY RESPONSIBILITIES

 

1.Boutique Operations & Process Management:

· Establish, implement, and monitor standardized retail operation flows across all boutiques to

ensure consistency, efficiency, and optimal performance. This includes designing and implementing

SOPs and regularly monitoring their effectiveness.

· Localize and adapt new operational flows and initiatives from HQ to suit the Japanese market,

considering cultural nuances and local regulations.

 

2. Communication & Collaboration:

· Maintain open communication channels with Retail Managers and Boutique Managers to gather

feedback on operational effectiveness and identify areas for improvement.

· Liaise with HQ Operations, Richemont Japan IT, Audit, Repair, and Accounting departments to

ensure alignment and compliance. Serve as a point of contact for issue resolution and information

dissemination.

 

3. POS System & BOH Management:

· Develop a deep understanding of the boutique POS system and provide ongoing support and

troubleshooting assistance to boutiques.

· Create, implement, and monitor an efficient and visually appealing Back-of-House (BOH) manual

that outlines best practices for inventory management, visual merchandising, and stockroom

organization.

 

4. Customer Relations & Team Leadership:

· Supervise customer relations and call center operations to ensure customer inquiries and

complaints are handled promptly and professionally. Implement strategies to improve customer

satisfaction and loyalty.

· Manage the operations team, providing leadership, guidance, and support to ensure they are

effectively supporting the boutiques and achieving their objectives.

 

5. Sales Performance & Analysis:

· Collaborate with Retail Management and the Performance Manager to formulate and execute

action plans to maximize sales and drive revenue growth. This includes identifying key sales

opportunities and developing targeted initiatives.

· Analyze sales data by store, set realistic sales targets (monthly/weekly), and distribute weekly

performance reports to boutiques, providing them with key performance indicators (KPIs) and

insights into their sales performance.

· Accurately calculate monthly commission payments for each stylist based on their individual sales performance and report to HR/Finance.

 

 

QUALIFICATIONS

· Experience in apparel retail operations (retail, merchandising, logistics).

· Native Japanese, Business English proficiency.

· Thrives in fast-paced environments and embraces challenges.

· Passion for fashion.

· Proficient in Excel and general computer skills.

 

 

ATTRIBUTES

Ø Business acumen

Ø Energy, motivate all staff

Ø Toughness

Ø Communication skill

Ø Proactive &Self driven

Ø Solving problem skill

Ø Strategic thinking