Retail & Training Manager

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Department:​​ Operations (Pandora Vietnam)
Position Title: Retail & Training Manager
Reports To: Managing Director – Pandora Indochina
Direct Reports: Store In-Charge

Objective of Role:
Handles the full retail operations and training support for Vietnam.
 
Key Accountabilities:
Retail Management

• Drive sales results for retail team to achieve monthly, quarterly, and yearly sales target.
• Accountable for the P&L and operating budget.
• Contribute to sales plans, implement activities as per the agreed plan and carry out cost control measures to achieve set targets vs budgets.
• Monitor the sales figures against forecasts and analyse data to maximize sales and profit.
• 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 efficiency.
• 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, competitors, 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.

 
 Wholesale / Sub-franchise Vietnam

• Provide support to assist sub franchisee to increase their sales and to improve their marketing initiatives.
• Identification and report on possible opportunities and challenges to maximise overall sales and operational performance.
• Check on their inventory on a monthly basis to analyse the stock movements and provide assistance to reduce their stocks which are high in inventory quantity.
• Work with marketing team to plan out sub franchisee’s promotions and events to bring better recognition of the brand in the region and so facilitate better stock movement in terms of sales, not excluding the expectations of the Principal to fulfil sub franchisee’s yearly marketing expenses and active promotions.
• Ensure sub franchisee receives all updated VM guidelines and adhere to the guidelines.
• Ensure sub franchisee uphold the image of the stores, as per the Principal’s standard by maintaining the VM and cleanliness of the stores on a daily basis.
• Be communication channels between sub franchisee and Norbreeze headquarter to ensure all information and directions are update and executed.
• Visit the stores on a regular basis to ensure smooth operations and highlight issues to be rectified base on observations, in terms of operations, VM, marketing and service standards.
• Work with trainer to ensure customer service standards and product knowledge are maintained at a high standard, as per the Principal guidelines.
• Coordinate shipments from Principal to sub franchisee. Ensure shipment process is smooth, ensure payments are settled and liaise with sub franchisee logistics department to provide information of the shipment and to inform the respective department (VM, Marketing & Sales and Operations) of the incoming shipment.

 
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 Hanoi stores.
• Assist in POS and VM material orders.
• Assist in creating Purchase & Sales orders for the Hanoi region.
• Assist in coordinating shipments for all orders for the Hanoi region.
• Collate defective items from stores and shipments and decide if repair is required or items are to be written off.

 
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