Reporting to the Commercial Director South East Asia, the Regional Retail Performance & Training Manager is responsible to drive Retail Performance and Excellence across the South East Asia and Oceania region.
Frequently travelling to IWC Boutiques regionally, he/she will take responsibility for supporting IWC Boutiques and their staff in achieving their ambitious targets with regards to sales and customer experience.
He/she will drive a cohesive action plan in partnership with local managers to support IWC’s growth while fostering a superior and consistent experience for IWC’s customers across the SEAO region also through adequate training & coaching support.
TITLE Regional Retail Performance & Training Manager
REPORTING LINE Commercial Director South East Asia
OBJECTIVES
· To drive a consistent customer experience, retail performance and overall operational coordination across the IWC Boutique network in SEAO.
· Drive day to day business culture in the Boutiques by leveraging retail excellence & performance tools (i.e. sales reports, KPI dashboards, mystery shopping analysis, training/coaching).
· Deliver training to teams and perform on-site coaching to improve Boutique KPIs.
· Partner with respective Country Managers or Commercial Managers to identify gaps for improvement and deliver best-in-class customer experience.
· Work closely with HQ Direct-to-Consumer as well as cross functional teams (i.e. digital, CRM and CRC).
KEY RESPONSIBILITIES
Retail Performance and Excellence
· Set realistic and ambitious sales and KPI targets across the internal (and external) BTQ network in close collaboration with the Commercial Director (understand and know how to influence the client equation).
· Analyze KPI's/reports and identify/propose priority actions to achieve targets and business growth per BTQ.
· Strive for operational excellence within all Boutiques, proactively work with the Boutique management to improve operations and identify room for improvement.
· Drive day to day business culture in the stores by leveraging retail excellence & performance tools (mystery shopping, KPI dashboards, coaching).
· Coordinate communication across retail teams to ensure efficient and consistent implementation of operational tools & guidelines (i.e. retail operations guideline, Boutique policies & procedures, clienteling/CRM tools).
· Support regional consolidation of reports as well as presentations to HQ in Switzerland.
Boutique Experience and Customer Development
· Together with local Country Managers, identify and drive areas of improvement for retail teams and deliver a best-in-class customer and Boutique experience.
· Ensure adequate trainings, store coaching and close monitoring to ensure KPIs are met (i.e. prospect rate, conversion rate, retention rate, average price, database growth)
· Elevate the retail team’s customer-centric approach and selling ceremony (together and in close collaboration with HQ team performance training team).
· Improve the efficient use of clienteling tools to support sales growth and further build customer portfolio management across the Boutique network (in close collaboration with the local CRM & CX manager).
· Develop and nurture relevant communities in the region (i.e. watch clubs, private banking contacts/clients), to support the boutique’s customer engagement & development programs and increase local social media presence.
Retail Training & Sales Coaching
· Regularly review boutique KPIs and identify relevant training / coaching needs.
· Identify skills and competencies required for elevated retail experience, with a focus on clienteling in order to grow sales and improve overall customer experience and satisfaction.
· Translate IWC’s global standards to meet local opportunities across all markets. Localise/adapt training programmes/content to enhance selling skills.
· Conduct regular sales coaching for Boutique Managers.
· Collaborate with HQ Training team on MyCopilot learning app roll out.
· Foster teamwork and a culture of feedback, create a learning environment and growth mindset.
· Promote digital culture and omnichannel mindset within the sales teams
Requirements
· Experience in retail indsutry , ideally in a management role and within luxury retail industry
(coaching & operations experience will be an advantage)
· Excellent leadership and people management skills with the ability to influence all levels of the organisation
· Strong analysis, planning & organizational skills with the ability to react quickly to the needs of the business
· Excellent communication and presentations skills with the ability to positively lead, coach and develop diverse talents/teams
· Solution-oriented approach, effective time management skills, flexible and willingness to travel
· Fluent in English
· Well versed in MS Office / presentation tools
