Retail Manager, Macau

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches, and high-end accessories. Each Maison proudly embodies a tradition of style, quality, and craftsmanship, and Richemont strives to preserve the heritage and identity specific to each of them.

The Retail Manager, Macau role leads the retail team in Boutiques within his/her area management to achieve and maintain a position of Retail Leadership in the market.

Responsibilities:

Leadership, Management, and Development of Staff

• Fosters a culture of uncompromising excellence in the frontline teams: ensures that retail team members are engaged, motivated, and performing their duties in accordance with the Maison’s vision and mission.
• Devotes a significant amount of time to people development, with a focus on the Boutique Management team to support them in effectively leading a “self-managed” boutique, to become inspirational leaders and brand advocates through mentoring, coaching, and being positive role models.
• Advises the Commercial Director on succession planning and on developing Boutique Managers (and their deputies) through the identification of their strengths/weaknesses and developing individual development plans and career aspirations for each Boutique Manager (and their deputies).
• Identifies and implements ways to empower and engage and inspire his or her boutique management to surpass the expectations of customers.
• Has a good handle on retail manpower needs and works closely with ODHR in making hiring decisions and proactively helps to find and retain talent.
• On the long term, provides recommendations on how a boutique structure should evolve to meet the business needs.

Build a Client-centric Retail team

• Drives Boutique Management to adopt Client Service Values.
• Effectively cultivates and sets high standards in all aspects of client service. Foster a professional and customized, one-on-one service when possible.
• Works proactively to set the client strategy with the Marketing Team. Provides important insights into Customer Trends & Behaviors.

Translate Business Strategy specifically to boutiques within management area

• Provides direction and vision by boutique with a deep knowledge of city or market conditions.
• Identifies business opportunities and market initiatives by being sensitive to the luxury retail environment, competitor’s landscape, and client trends and needs.
• Works with the Commercial Director to define strategic business plans and bridges between the Retail and cross-function departments and Corporate Divisions within the organisation.
• Partners with Marketing to analyze CEM reports and/or Customer insights & surveys to build qualitative action plans by Client Segment, identifying risks and opportunities.
• Works closely with the Product team to support the “offer by boutique” initiative. Participates in defining product selection and offer to reflect the boutique business strategy.
• Works with ODHR and provides timely and thorough insights on commission/incentive schemes to motivate the team, to enhance our competitive advantage within the market.
• Is accountable for boutique Staff productivity and cost management.

Uphold the image of the brand (Visual Merchandising + Boutique Maintenance + Grooming)

• Instills an uncompromising culture amongst boutique teams towards upholding the image of the brand through Visual Merchandising, Boutique Maintenance, and Staff Grooming.
• Communicates retail needs to VM teams to ensure a balance between Image, Business, and Client needs.
• Role models as an ambassador of Cartier in terms of communication, behavior, and grooming, whether with internal or external customers, thereby inspiring the retail teams to do the same.
• Nurtures good relationships with landlords, PR, Media, and local public authorities (if applicable).

Improves Boutique Operations Efficiency / Retail Performance

• Leverages the support of Retail office teams and other departments' resources to improve work processes.
• Works as Business Partners across teams (retail & corporate) for all to achieve retail excellence and performance.
• Enhances boutique’s operation efficiency and effectiveness.
• Ensures SOPs are constantly updated with the support of Retail Ops and closely followed at the frontline.
• Partners with the Finance Department to regularly review internal controls regarding the protection of company assets and prevention of losses.

Aspirations:

• Engage clients of today and tomorrow with the brand by providing unsurpassed service experiences to all customers (internal and external) while ensuring high image standards in the boutiques at all times, and being committed to the employee’s personal and professional development and growth.

Hierarchical Report:

• The position reports directly to the Commercial Director, Macau.

Required Competencies:

• Watch and Jewelry / Fashion / retail / luxury background definitely an advantage.
• Minimum 10 years of experience in retail management roles – of which the last 2 years for a team of no less than 30 people.
• University degree required.

Specific Competencies:

• Image and Merchandising - including interest in Watches and Jewelry and Fashion.
• Leadership and Management - including excellent communication/presentation skills.
• Client Service.
• Operations Management.
• Business Acumen.
• Adaptability and learning agility.
• Team player - collaborative.

Key Stakeholders & Interactions:

• Internal - Within Cartier MO office, Regional Office, HQ, Retail Office Team, ODHR, L&D, Customer Service, Supply Chain, and other related parties.
• External - Landlord and Clients.

Languages:

• English (mandatory).
• Either Cantonese or Mandarin (mandatory).