Team Leader

General Role

Assist in the daily store operations and manage team deliver quality service while achieving individual targets, identifying customers' needs, developing client relationships, and delivering post-sale services

Manage the store independently in the absence of boutique management

To achieve non-sales objectives (i.e., service provision and visual presentation of the store) in order to enhance customer satisfaction

To collect, analyze and solve customer complaints

Responsibilities:

1.) Budget and Sales

Help to achieve annual and monthly targets, monitor and review regularly

Ensure the boutique reaches the target mix per product department and responsible for the sales of owned product department

Analyze sales data and provide constructive suggestions for improvement

Execute in-store incentive programs to drive sales objectives, evaluate results and effectiveness

2.) Stock and Process Control

Ensure the group procedures are respected and take necessary actions to avoid discrepancy or stock loss

Work with operation team on regular stock take and be able to explain discrepancies or irregularities

Identify best-selling, slow moving, aging and overstock items, and to propose concrete action plan

3.) Merchandising

Ensure the visual merchandise corresponds to the product's sales plan

Suggest visual presentation for improving the sales through of slow-moving items

Maintain shop display and environment in line with group guideline

4.) Store Operations

Be present in sales floor as shift leader to oversee store operation, assist team whenever required

Ensure store procedures are properly followed and smoothly operated

Handle all customer complaints and difficult situations

Conduct briefing session and act as Key Holders and a contact person in case of emergency

Propose recommendations to streamline and enhance operational process; eliminate administrative work and reports in order to achieve store optimal efficiency

5.) Team Management

Motivate and coach team member to achieve sales and non-sales objectives

Observe and review staff's performance with managers on regular basis

Build morale and foster team spirit, encourage open two-way communication

Monitor and manage the team to ensure enough manpower on floor to serve customers

Organize the team to brief other team members after their training session to make sure that all teams share the knowledge

Identify training need; follow-through team's learning and practices; ensure on-going applications at workplace

6.) Clientele Development and CRM

Support and coordinate company events to develop a closer customer relationship

Educate and convey brand messages to customers through different means

Ensure customer database management and proper daily handling: explore new recruitment system to increase customer database

Requirements:

Tertiary education or above

Minimum 6 years' relevant management experience in luxury retail or similar capacity

Knowledge of differ...