Retail Manager, The SMU Shop (Office of Corporate Communications and Marketing)

COMPANY DESCRIPTION

Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together building a strong collegiality and morale within the university.

Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.

RESPONSIBILITIES

• Overall responsibility for The SMU Shop (TSS).
• Achieve revenue and profitability objectives, marketing and promotions, pricing, product sourcing, logistics, vendor management, visual merchandising & customer service.
• Position The SMU Shop as an extension of the SMU brand and ensure brand alignment in all aspects. This includes overseeing sponsorship requests as an avenue to increase brand exposure among student groups and the public. Also to ensure proper portrayal and usage of the Smoo Mascots.
• Work with internal clients for customized products from conceptualizing to delivery.
• Curate exclusive merchandise that is aligned to SMUV2025 and SMU Brand.
• Create and implement online shop business plans and work closely with members of the marketing team to execute e-marketing strategies to boost site traffic and generate sales.
• Drive traffic to the store/ site by using social media such as Facebook, Twitter, Instagram and eDMs.
• Upkeep the shop faade, display fixtures and storage areas.
• Maintenance of the point-of-sales system and ensuring strict adherence to cash management best practices; and execute and monitor loss prevention.
• Manage product inventory, keep a good database of inventory movement and annual stock take.
• Prepare monthly and yearly sales report and updates to management.
• Prepare and set budgets.
• Responsible for listing the store policies as well as writing and refreshing SOPs.
• Secure merchandise by implementing security systems and measures.
• Protect employees and customers by providing a safe and clean store environment.
• Maintain the stability and reputation of the store by complying with legal requirements.
• Oversee the performance and training of staff and student helpers.
• Overall shop operations and management as per normal retail shop (front and back office work).
• Provide customer service and resolve customer problems or complaints by determining optimal solutions.

• Degree or Diploma in Retail, Arts or Mass Communication with at least 6 years of relevant experience in the retail industry.
• eCommerce certification or diploma would have an added advantage.
• Experience in retail, sales, merchandising, shop operations, online store operations and SEO.
• Pleasant personality, meticulous, conscientious, pro-active and can work independently.
• Excellent communications (both spoken and written English) and interpersonal skills.
• A retailer's mindset and fast fashion oriented.
• Flexible, and a team player. Customer Service is essential.
• Ability to multitask and work in a fast-paced environment.
• Proficient in Adobe Photoshop, Microsoft Office applications, Shopify, major email programs, and SAP procurement systems.
• Planning and organizational skills including establishing priorities and objectives, correctly scheduling store activities and personnel and appropriately allocating resources.
• Written and verbal communication skills including the ability to present information in a clear manner and to appropriately respond to questions.
• Adaptability including the ability to adjust approach to match different task and employee requirements.
• Customer service orientation including the ability to develop customer relationships and understand customer needs.
• Analysis and problem assessment including the ability to identify cause and effect relationships.
• Judgment and decision-making skills including the ability to correctly define an issue and select the right course of action.
• The ability to maximize the performance of staff by agreeing on objectives and providing the necessary assistance to reach these goals.
• Coaching skills including the ability to facilitate the development of staff by providing guidance and feedback.
• Delegation skills including the ability to appropriately allocate tasks and responsibilities to staff members.
• Initiative including the ability to be proactive in generating ideas for improvement of store operations and profitability.
• Detail-oriented including paying attention to all aspects of the store operations, accurately checking processes and tasks and following established procedures.
• Collaboration including building relationships and taking actions to achieve overall objectives.
• Integrity including promoting and maintaining social, ethical and company norms.

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Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.