As Retail Performance & Learning Manager, Singapore & Malaysia, your mission is to develop and drive the retail performance culture. Working in collaboration with retail management and office functions, you will improve and implement management tools to further develop operational efficiencies and ensure continued business performance. Working with a team of Field Coaches, you will support and develop the retail teams in delivering the ultimate Client Experience to our clients, working together to ensure effective floor management and learning initiatives are put in place to drive performance.
Duties & Responsibilities
Retail Performance
- Act as a strategic partner to the General Manager, Singapore & Malaysia and Store Management to drive retail performance, identifying opportunity areas to maximize business performance.
- Determine, communicate, and develop tools to monitor annual retail performance targets with Stores across sales, client experience and team development.
- Work with the Store Managers and Field Coach team to review Client Experience results, identifying areas for improvement and further business opportunities.
- Support the store managers in the development and implementation of action plans to achieve store performance targets.
- Ensure business opportunities are maximized through implementation of best-in-class floor management, being a visible presence and support in store, ensuring Louis Vuitton Promise standards are achieved.
- Maintain a strong presence in store to observe and help store managers to build action plans on business opportunity areas, client development action plans and people development, including development of store manager and team manager.
- Prepare and present regular reports, budgets, spendings and forecasts (including market analysis and competitor analysis).
Retail Operations
- Manage operational performance and work with store managers in ensuring the delivery of operational excellence and sales targets.
- Develop, implement and maintain effective operational policies, practices and strategies & to ensure the communication and implementation of all initiatives to the team.
- Work closely with key stakeholders (Merchandising, Communications, Client Development, Retail Development, HR) to provide input on merchandise, marketing, retail operations, performance management, business planning and strategic direction to achieve operational targets in productivity and store level variances, expenses and delivery of consistent store efficiency.
- Share opinions and advice to General Manager on all local store projects including new store openings, store expansions and renovations, ensuring back of house and front of house layout optimizes retail efficiency.
- Identify back of house areas for improvement and work with the store teams, merchandising and zone Retail Performance on solutions.
Field Coach Management
- Lead the Field coach function, including remote management of all store-based coaches, ensuring the coaching strategy is aligned to business objectives.
- In partnership with zone Retail Learning and HR, prepare, plan and implement a structured Field Coach training strategy for the market, localizing based on market priorities.
- Lead the Field Coach function in establishing a client-centric mindset in-store to ensure the highest level of client experience is achieved across the network.
- Drive the change from classroom-based training to small group coaching and partner with Store Management team to ensure priorities are aligned to business needs – in collaboration with Zone team.
- Manage and monitor the quality and impact of Field Coach development initiatives via follow up, partnering with the Store Management team, maintaining an active shop floor presence to observe subsequent implementation and ensure true retention of training contents.
- Collaborate with Store Manager, Field Coach, and HR in development / building skills sets for experts, developing leadership competencies, business acumen and coaching of Team Manager.
Requirements & Compentencies
- 10+ years of experience working in retail management, including experience in adult learning and business management
- Proven success in team management, effective business results delivery as well as excellent planning, project management & problem-solving skills
- Strong oral and written communication skills
- Client centric and coaching mindset
- Strong analytical, reporting and presentation skills
- Proficient in use of Microsoft Office (Excel, Word, PowerPoint)
- Time management skills (60% of time to be spent in the stores)
- Committed, flexible, self-motivated
