In charge of business results and sales performance for Hanoi
- Take charge of Implementation and achievement of sales plan, KPI per counter/location while working closely with the Counter/Store Managers. Monitor results and take actions on an immediate and ongoing basis
- Work with Counter/Store Managers to achieve productivity targets per counter; Monitor profitablity and expenses, returns, testers
- Monitor competitors activities, growth and market trends to keep the team updated and have an action plan in accordance with market evolution
- Responsible for all new store openings while working with Retail Operations Manager
- Work with HR, Retail Operations Manager, Brand Manager on incentive and remuneration scheme for each artist and counter to stay competitive with the market
- Store Operations
Act as a key contact point for brand in Hanoi in terms of brand, business and operations
Responsible for all store operations in Hanoi with responsibilities as follows:
- Plan and execute marketing activities (launch plan, events, counter activities) in line with brand marketing calendar and strategy
- Plan and implement CRM program and activities according to the brand strategy and aligned with PR and Digital Plan from online to offline
- Organize, plan and execute retail events while working closely with counters/stores to ensure seamless operation and making sure all the brand guidelines/standards are followed through
- Plan and organize counters/stores in organizing counter activites, VIP events and instore experience
- Plan the sampling and TOA calendar; Manage scheme, effectiveness, usage and results
- Analyze and keep track of customer database to propose relevant programs and activities. Ensure customer recruitment, retention and growth
- Work closely with Counter/Store Manager, Training Manager, Retail Operations Manager on Counter Operation: Monitor counter supplies, testers, POSM and replenishment
- Work with Retail Operations Manager and Counter Manager in planning, preparing and implementing Retail Events, counter activities and the training required for the artists particpating in the relevant activities
- Work closely with Retail Operations Manager/Training Manager in preparing for fashion shows, collaborations, VIP activities if any
- Ensuring all Global Event/Merchandising guidelines are adhered to
- Consolidate and report event results
- Inventory Management
- Continuously monitor stock levels (minimums and maximums) in conjunction with Counter/Store Manager to ensure optimum coverage while minimizing excess
- Make recommendations/plans regarding excess stock
- Work with Counter/Store Managers, Retail Operations Manager on forecast for basic, new launches and projects on a monthly basis to ensure forecast accuracy and avoid out of stock
- Ensure monthly orders are managed within guidelines and deadlines
- Merchandising
- Train Counter/Store Managers to uphold merchandising expectations and develop standard of visual excellence
- Monitor merchandising by location to ensure adherence to guidelines and standards
- Work with Counter/Store Managers to achieve highest standards of merchandising, display and counter hygiene
- Ensure that maintenance is followed up and that forms and requests are being submitted in a timely accurate manner
- Work with Counter/Store Manager on visual merchandising needs and report to Brand Manager for order and replacement
- In charge of all new counter openings
- Human resources
development
- Recruit Counter/Shop Managers and makeup artist recruitment as required to meet brand standards
- Provide direction, on-going training, coach Counter/Shop Managers, makeup artists to develop and motivate team
- Provide clear and constructive feedback on regular basis to Counter/Shop Manager and artist on their performance
- Communicate clearly the customer service objective to managers and artists
- Provide an atmosphere that motivates, encourages and challenges Counter/Shop Managers and staff to achieve excellence
- Review and conduct performance reviews
- Periodically review staff rotations to ensure optimum coverage at peak customer traffic times
- Conduct progressive discipline and terminations in consultation with HR and Retail Operations Manager
- Others
- Adhering to and providing the examples for the brand standards regarding customer service expectations and image
- In all cases, make sure the brand DNA and guidelines are understood and adhered to and provide a great example of exellent execution and presentation
- Display excellent customer services skills to the team
- Quickly and effectively resolve customer issues
- Establish relationships with VIP customers to understand market needs
- Internally, work closely with cross-functions team (HR, Finance, Logistics, Operations, etc.)
- Externally, build and maintain a positive relationship with retailer, partners
