Contract : 9 Months

Job Mission:

The Retail Manager is responsible for driving sales performance, people leadership, client development, and operational excellence across assigned counters. This role ensures the translation of Commercial strategy into frontline execution, while delivering sustainable revenue growth, productivity improvement, and premium client experience.

The Retail Manager acts as the direct business owner of assigned POS network, balancing commercial performance, team capability development, inventory governance, and trade partnership management.

Key Responsibilities :

Commercial Management

• Work closely with Counter Leaders to set and review monthly sales targets aligned with Commercial objectives.
• Cascade and implement Commercial KPIs for each counter as defined by the FBP division.
• Drive sales performance by actively monitoring daily and weekly results.
• Analyze sales performance versus target, budget, and prior year by category and client segment, and develop corrective action plans.
• Conduct regular KPI review sessions with frontline teams to ensure alignment and accountability.
• Ensure readiness and execution excellence for campaigns, events, and new product launches.
• Translate corporate and divisional strategies into clear and actionable counter-level plans.
• Monitor and manage BA productivity to ensure optimal performance.
• Conduct SWOT analysis for responsible counters and develop growth strategies with Counter Leaders and key stakeholders.
• Forecast counter sales for the remaining period of each month and provide realistic insights to management.

People Management & Development

• Foster a high-performance culture in the frontline, ensuring alignment with brand vision and service standards.
• Promote continuous learning through sharing best practices and performance benchmarks.
• Conduct performance reviews and provide structured coaching to Counter Leaders.
• Reinforce commercial mindset and data literacy at counter level.
• Identify strengths and development areas of Counter Leaders and frontline team members; implement individual development plans.
• Conduct regular career discussions and succession planning.
• Partner with Retail Operations & Excellence Lead and P&O on hiring decisions and talent retention strategies.
• Recommend external retail training programs where necessary.
• Design and implement counter transfer and placement plans to optimize team effectiveness.
• Conduct annual performance assessments of BAs and align with Head of Commercial.

Client Management

• Monitor core client KPIs including retention, number of core clients, and sales per client (SPC).
• Develop activation strategies to increase visit frequency and client tier upgrades.
• Coach clienteling practices with L&D support.
• Prioritize strategic categories and high-value client segments.
• Review Client Satisfaction Survey (CSS) performance by counter, identify gaps, and work with Counter Leaders and Experience Managers to improve results.

Inventory Management

• Oversee stock targets to maintain healthy inventory levels and avoid stock-outs or overstock.
• Optimize stock flow process from stockroom to shop floor in partnership with Supply Chain.
• Ensure sufficient stockroom manpower to maintain operational efficiency.
• Enforce strict inventory control procedures to prevent stock loss, discrepancies, and shrinkage.
• Conduct regular review and testing of internal control processes.

Counter Operation Management

• Ensure optimal manpower allocation based on target productivity, traffic patterns and trading performance.
• Provide flexible manpower support across POS when required.
• Ensure compliance with all operational procedures including sales transactions, returns, transfers, and stock adjustments.
• Partner with Finance to review internal controls and protect company assets.
• Ensure onboarding and structured training of new hires according to brand standards.
• Continuously improve retail processes and operational efficiency.
• Promote psychological safety and positive team culture within counters.

Market Intelligence

• Monitor luxury cosmetics retail trends and competitor activities.
• Gather and share on-site feedback from clients and BAs regarding products, campaigns, and events.
• Provide counter-level strengths and performance insights to Accounts Management to support network development planning.

Department Store Relationship (Trade Relationship)

• Build and maintain strong relationships with department store management through regular visits and communication.
• Execute promotion plans, in-store visibility initiatives, and client events for launches and key campaigns.
• Support FBP GM and Accounts Management in new door openings, renovations, and trade term negotiations.
• Maintain leadership in brand image, sales performance, and profitability within assigned stores.
• Coordinate with central merchandising teams to ensure favorable positioning and visibility.

Key Performance Indicators

• Sales Growth vs Target
• BA Productivity (Sales per BA)
• Core Client KPI Achievement
• CSS Improvement
• Inventory Accuracy & Shrinkage Rate
• Forecast Accuracy
• Team Engagement & Retention

Role Specification / Core Competencies

• Strong commercial acumen and sales leadership
• People development and coaching capability
• Client relationship management expertise
• Operational governance discipline
• Data-driven decision-making ability
• Strong trade partnership management skills

Academic / Professional Experience

• Bachelor’s degree in Business Administration, Consumer Behavior, Economics, Statistics or a closely related field
• Minimum 10 years of progressive work experience in sizable multinational organizations

Preferred

• Experience in consumer goods, retail or luxury industry
• Experience in POS management
• Experience in planning and executing large-scale commercial events
• Strong data analytics capabilities
• Solid understanding of department store retail operations

Key Interactions / Stakeholders

• Retail team
• CX team
• Marketing team
• Retailers (department stores)