MAIN PURPOSE
The Retail and Training Manager (RTM) will need to have strong strategic business acumen and at the same time well versed in providing a coaching style that puts service first in order to direct the future of our retail space. The successful hire will lead by example, with a genuine passion and love for our brands, luxury retail and outstanding customer service true to Shiseido’s DNA of Omotenashi.
The Retail and Training Manager is responsible in developing on counter retail teams across multiple sites to deliver outstanding service while driving productivity in line with the brand’s strategy. The RTM should be a strong coach who is able to adapt his or her style to work side-by-side with the brand’s various stores. While developing teams, the successful hire will be putting in place strong retail plans, to grow the brand’s portfolio, as well as gain market share in stores. The successful hire should thrive on change and seize any opportunity to innovate and has a proven track record in growing and developing talent.
MAIN DUTIES AND RESPONSIBILITIES
Retail Management
- Be the brand ambassador and advocate of innovation at retail stores
- Achieve the targets and manage the collection of NPS and CRM data
- Through regular in store visits provide detailed feedback to Brand Manager on successes and challenges
- Manage the FTE and Headcount targets for the stores and monitor productivity levels
- Put in place action plans to grow the sales and KPI’s of assigned stores which includes but not limited to holding workshops and various in-store activities
- Identify opportunities through analysis of the business and react to the market to maximize results
People Development and Management
- The RTM is expected to have a passion for people. Part of the role is to strategically spend a lot of time in store coaching and developing Beauty Consultants with a focus on development of service and commercial skill sets
- Recruit, onboard, coach and develop new starters into the business
- Contribute to the engagement of digital learning and engagement
- Collaborate with teams to ensure consistency, success and achieve results together
- Own the talent development and coaching of your retail teams to exceed targets and provide career progression, upskilling and enabling Team Managers
- Manage performance effectively and timely to maximize sales and service performance
- Be on top of any BC related cases together with appointed agency
Operations
- Monitor and report back on stock levels specific to retail sellout: testers, tools, etc.
- Ensure excellence of brand image in the stores at all times; counters, displays, team, etc
- Champion simplicity through ways of working with head office and field teams
- Financial management of budget and expenses pertaining Training
- Provide proactive feedback to Head Office departments to help drive collaboration between brands
- Oversee and influence across-functions to ensure a joint-up approach through Education, Artistry and Events
COMPETENCIES:
Master Retail Fundamentals
- Stays up to date with Market, consumers and competition and translates findings to positively impact business
- Builds on categories and shopper insights
- Leverage Business drivers
Develop Business & Operations
- Highly resourceful, flexible and ability to solve problems
- Ability to strategically forecast and meet your agreed productivity targets
- Ensures events and animations are planned into the retail calendar
Enhance Selling & Customer Experience
- Influences current and future retailer initiatives and collaborations to maximize opportunities
- Focuses on customer service and builds customer relationships
- Understanding and affinity for in-store merchandising
Foster Retail Development
- Manages BC staffing and Retail partnerships
- Improves NPS and Mystery Shopper by implementing action plans based on feedback
- Trains and coaches on selling and service
REQUIREMENTS:
- At least 5 years combined sales and training experience within the retail industry
- Prior experience working in multinational or global brands or companies
- With a degree in marketing, education, psychology or other business-related course from top tier universities/college.
- Previous sales and team management experience, ideally within beauty industry
- Exceptional leadership and coaching skills
- Experience and understanding of effective sales techniques, customer service and proven ability to drive results
- Strong analytical skills
- Strong capability on Microsoft Office (including Excel) and Outlook