IWC Retail Operations & Performance Manager

Job description

Performance Management
-    Provide regular in-depth analysis of sales, and work with action plans to improve the performance.
-    Work closely with cross-functional teams including Merchandising and Marcom teams to drive retail strategies and initiatives.
-    Lead boutique projects (new system implementation) related to performance.
-    Customer Experience Evaluations and CRM KPI: regular analysis and follow-up of BTQ teams.

 

Operations Excellence
-    Provide BTQs daily operational support.
-    Analyze store productivity and undertake necessary actions for operational improvement
-    Monitor the operational processes and stock management. Streamline them as needed in coordination with Global DTC team and relevant team for the operational excellence.
-    Ensure the quality of service provided by key suppliers are in line with IWC standard.
-    Lead boutique opening operational set up incl. inventory, supply and back of house layout.

 

Compliance Control
-    Ensure all the BTQ are compliant on global retail guidelines and local financial guidelines for retail operations.

 

Customer Service
-    Lead the CS excellence by connecting BTQ teams, local CS and HQ.
-    Support BTQ and Customers Relationships team to solve CS related issues.

 

EXPERIENCES:
-    Preferably 3+ years of experience in Retails Operation or business analysis role. 
-    luxury brand industries experience a plus

 

SKILLS:
-    Strong in analysis and putting into next action plan
-    Business acumen with a good understanding retail business
-    Action-oriented, growth mindset
-    Ability to communicate with both internal and external customers at all levels of the organization
-    Fluent in Japanese / Advanced business English in both written and speaking

 

REQUIRED COMPETENCIES:
-    Effective team player and networker
-    Strong sense of integrity, agility and flexibility
-    Strong self-management ability with a high stress tolerance
-    Proactive
-    Entrepreneurial attitude with ability to function in a fast-paced environment
-    Enjoy challenges