Retail & Training Manager

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Department:​​ ​Operations (Pandora Vietnam)
Position Title:​​ Retail & Training Manager
Reports to: Operations Manager
Direct Reports: Store Manager

​Objective of role:

• Handles full operations support for Vietnam – Northern area (including but not limited to Ha Noi, Hai Phong, Da Nang and upcoming locations).

 
Key accountabilities:
Retail Management

• Drive sales results for retail team to achieve monthly, quarterly, and yearly sales target.
• Accountable for the operating budget.
• Contribute to sales plans, implement activities as per the agreed plan to achieve set targets vs budgets.
• Monitor the sales figures against forecasts and analyse data to maximize sales
• Oversee the implementation of customer service standards throughout the stores and ensure customer satisfaction and efficient handling of complaints.
• Conduct regular store visits to review operational standards and monitor quality of the day-to-day operations.
• Manage and control all aspects of stock management, ensure adherence to procedures and guide the team towards achieving targeted stock levels and minimizing stock loss and sell thru management.
• Organize and implement sales promotional and any marketing activities in conjunction with the Operations and ensure that the setup is in line with operational policies and successful.
• Develop weekly and monthly Action the plans to enhance operational efficacy.
• Implement policies and procedures to ensure full compliance.
• Keep up to date with market trends pertaining to trade/product category, customer preferences and competitor activities.
• Prepare sales analyses and reports on operational issues, market trends and customer to facilitate overall decision-making on brand management strategy.
• Ensure optimum staffing levels are maintained.
• Ensure that the training, development, and motivation of staff in the stores is implemented as well as coach and mentor store in charge to ensure that all staff are encouraged to maximize their capability and contribution.
• Provides leadership and direction to own & operated stores to drive KPIs, maximising the Pandora store performance by mentoring and coaching the retail team to increase sales and efficiency.
• Develop/Update sales staff of new initiative and SOP stipulated by Norbreeze headquarter.
• Ensure compliance with relevant legislation, and operational SOPs are aligned with the Norbreeze guidelines.
• Participate HR activities like recruit, hire, promote and retain talent.
• Identify and manage learning and development opportunities to grow quality sales staff through intensive product & service training.

 
Sales Reporting

• Update sales on store level, for Hanoi on a weekly and monthly basis
• Provide KPI report on store level for Hanoi to Norbreeze headquarters and to PAP

Assist Demand Planner/Merchandiser

• Assist in forecasting and replenishment of stocks for all stores
• Assist in POS and VM material orders
• Assist in coordinating shipments for all orders
• Collate defective items from stores and shipments and decide if repair is required or items are to be written off.

 
Qualification & Requirement:

• At least 1 years of experience at the same position in luxury retail.
• Dynamic communication skills to liaise with customers and Management.
• Strong sales performance through track records
• Attention to detail and Ability to prioritize tasks
• Able to work individually and as a team.
• Excellent time management and organizational skills.
• Open availability and flexibility to work on shifts, weekends, Public Holidays.

 
Decision making:
Without referral to manager

• Coordination with VM for development and training of team
• Coach and mentor staff performance with assistance of SIC
• Prioritization & delegation of tasks within assigned tasks
• Monitoring the obligation fulfilment of sub franchisee
• Liaising with respective departments to collect required data
• Providing necessary support to sub franchisee

 
After consultation with manager or others

• Performing counselling on staff performance
• Resolution of decisions which involve or impact company
• Implementation of processes/ changes to SOP
• Agreement with sub franchisee that was not preapproved

 
Key contacts:

• Operations
• Marketing  
• Logistics                                                    

 
Key attributes:

• Good negotiation skills
• Proactive
• Excellent planning and analytical skills
• Experience in retail
• Effective time management & prioritization skills
• Meticulous with an eye for details
• Resourceful, fast and efficient and able to work independently