Job Responsibilities

Business Management

• Develop and analysis regional sales strategies analysis (sales, KPIs, both quantitative and qualitative) to drive business performance.
• Develops business development plan through analysis of business performance in order to implement concrete and appropriate action plans to deliver desired objectives.
• Tenaciously drives self and team in pursuit of delivering business goals.
• Fosters relationships with mall management and customers, to build the store profile and optimizes brand opportunities.
• Understand the market and monitor competitors’ activities
• Develop and monitor people budget and productivity with Retail Director
• Support retail opening project

People Management

• Directly responsible for building and maintaining a constructive, motivating and pleasant working environment: through communication, Back Office organization and maintenance, role-modeling, adequate empowerment, capacity to provide constructive and positive feedback, building action plans to support ongoing improvement across the store etc.
• Preparation and animation regular briefing in order to inform the team on key points of focus: past performance, objectives for the day, concrete and sharp action plan, and any information necessary to drive, motivate and federate the team around commonly shared goals, such as: business objectives, quality of Customer Experience to deliver, quality of the working environment to maintain as a team, knowledge and expertise of the team to be maintained and developed, etc.
• Works with each team member to understand individual personality, motivation drivers, strengths and improvement opportunities in order to enable them to deliver against their individual and team goals.
• Identifies gaps in team around talent and succession planning, develops plans for closing gaps in pipeline.
• Spends time on store sales floor to coach on Business Management, Operations Management, and Customer Management incl. Selling Skills and provide real time feedback to team members.
• Design people development plan
• Drives store retention to required targets through effective conversations, performance management and development plans for team members.
• Work of the team on career and personal development and provide coaching in line.

Operations Management

• Masters and sustains knowledge of the Venchi operations standards and ensures they are properly applied, e.g., stock and inventory management, VM management, hygiene management etc.
• Ensures the good management of operations through appropriate supervision and delegation all activities occurring both in the Sales floor and Back Offices.
• Ensures commitment to the business objective. Provides ongoing training and coaching to ensure the store team uphold compliance.

Customer Management

• As role model to demonstrate customers relationships building and maintaining.
• Ensures that each and every client entering the store is welcomed, looked at, served and advised according to Venchi standards, incl. the Service Model and Tasting Experiences with the objective of exceeding the customer’s expectations.
• The Manager, even if busy on non-selling tasks, shall never remain passive especially when the Store staff may appear overwhelmed by the high volume of customers: priority is to the customers.
• By spending time on the shop floor, supervising the appropriate delivery of the Venchi Customer Experience, in order to be able to give real time constructive feedback and plan relevant coaching on selling skills, when necessary.
• Regularly monitors all analyses and on the quality and appreciation of the delivered Customer Experience, e.g. Mystery Shopping surveys, Customer feedbacks etc. And shares the key learnings with his/her team on a regular basis, together with a concrete action plan to either maintain or improve performance.

Job Requirements

• Diploma or above
• At least 10 years’ experience in retail,
• hospitality or service industry, in which 5 years’ with people management experience or similar capacity
• Strong work ethic, integrity and honesty (transparency and trust)
• Passion about retail and more precisely about Store Management and “Clienteling” (ie, building and maintaining a regular clientele)
• Passion in Chocolate
• Strong service orientation
• Strong people orientation
• Attention to detail
• Ability to multi-task
• Flexible & open-minded
• Willingness to work per roster, on shift schedule
• Proficient MS Office (Excel, Word, Powerpoint)
• English and Cantonese are essential