Area Manager/District Retail Manager - Hiring Fast

Job Description:

The Area Manager/District Retail Manager serves as a linchpin in driving business growth, operational excellence, and service innovation within their designated area/district. Through strategic leadership, operational acumen, and a relentless focus on customer satisfaction and sales performance, they play a pivotal role in shaping the success and sustainability of the retail enterprise.

Develop Business Opportunities:

• Analyse new market trends, consumer behaviours, and emerging business opportunities within the global and local landscape. Example, leveraging market research data to identify growing demands.
• Collaborate with management to facilitate the implementation of organisation strategies, such as expanding of boutiques or targeting specific customer demographics, aligning actions with business objectives.
• Operationalise and manage governance, risk, and compliance frameworks within Singapore, ensuring adherence to regulatory requirements. 
• Drive sales performance within Singapore through strategic initiatives, such as collaborating with marketing to launch targeted marketing campaigns, introducing loyalty programs, and optimising product assortments to meet local preferences and demand trends.

Drive Service Excellence:

• Develop service operations strategies to enhance customer satisfaction and loyalty, exemplified by implementing a concierge service for high-value customers or introducing personalised shopping experiences.
• Optimise the workforce for service excellence by implementing training programs focused on soft skills, customer engagement techniques, and problem-solving abilities, resulting in improved customer satisfaction scores and increased repeat business.
• Develop a service recovery framework to address customer complaints effectively, empowering frontline staff with authority to resolve issues promptly and offering compensation or incentives as gestures of goodwill to restore customer trust and loyalty.
• Manage the service brand image by consistently delivering on brand promises and values, creating memorable experiences that resonate with customers and differentiate the brand in a competitive marketplace.
• Lead with a service vision by setting clear expectations, providing regular feedback and recognition, and fostering a culture of service excellence among employees at all levels of the organization.
• Analyse service quality metrics and customer satisfaction scores to identify areas for improvement, such as implementing real-time feedback mechanisms or mystery shopper programs to gather actionable insights and drive continuous improvement initiatives.

Deliver Operations Excellence:

• Manage and review store operations and processes within Singapore, conducting regular audits and performance evaluations to identify inefficiencies and opportunities for improvement. For example, implementing standardised operating procedures for cash handling and inventory management to minimise errors and discrepancies.
• Collaborate with Facilities Management Team to maintain and manage store facilities within Singapore, ensuring cleanliness, safety, and compliance with health and safety regulations. This could include regular maintenance checks, upgrades to fixtures and equipment while ensuring local regulatory compliance.
• Integrate business continuity management practices into retail operations by developing contingency plans and protocols to address potential disruptions such as natural disasters, supply chain disruptions, or IT outages, ensuring minimal impact on business operations and customer service.
• Manage crisis situations effectively by implementing emergency response protocols, conducting regular drills and training exercises, and establishing communication channels to keep stakeholders informed and mitigate reputational risks.
• Develop or modify systems and procedures to ensure compliance with corporate governance standards and regulatory requirements. 
• Lead the setup of new stores within Singapore, overseeing site selection, lease negotiations, store design, and renovation to ensure successful launch and integration into the retail network. This involves coordinating with cross-functional teams, local authorities, and vendors to meet timelines and budgetary constraints.
• Monitor and analyse sales records, market trends, and performance metrics to assess store performance and forecast sales projections accurately, using data-driven insights to inform decision-making and resource allocation.
• Allocate and monitor budget expenditure within Singapore, optimising resource allocation to maximise ROI and achieve financial targets. This may involve prioritising resources in high-growth areas or reallocating resources to address underperforming stores and market segments.

Drive Innovation and Productivity Aspirations:

• Lead and motivate teams to embrace a culture of innovation and continuous improvement, fostering creativity, and encouraging experimentation to drive productivity gains. For example, organising brainstorming sessions to generate ideas for process improvements or new service offerings.
• Conduct productivity diagnoses to identify inefficiencies and bottlenecks in operations, such as conducting time-motion studies or value stream mapping exercises to identify opportunities for streamlining workflows and reducing waste.
• Develop action plans to implement productivity and innovation initiatives, setting clear objectives, timelines, and performance metrics to measure progress and success. This may involve cross-functional collaboration and project management to ensure alignment and execution.
• Facilitate the implementation of productivity and innovation initiatives by providing support, resources, and guidance to cross-functional teams, removing obstacles and fostering a culture of experimentation and learning.
• Evaluate potential ideas and innovations that may contribute to productivity improvement and operational efficiency, conducting feasibility studies, and pilot tests to assess viability and scalability. This could include piloting new technologies, processes, or service offerings in select stores before rolling them out across the entire district.
• Collaborate with cross-functional teams to develop new products and services that meet customer needs and align with market trends and business objectives, leveraging customer feedback and market research to inform product development and innovation initiatives.

Manage Teams:

• Provide direction and guidance to Supervisors, setting expectations, and fostering a culture of accountability, collaboration, and continuous improvement. This may involve conducting regular one-on-one meetings, performance reviews, and team meetings to communicate goals, expectations, and feedback.
• Develop Supervisors’ capabilities through coaching, mentoring, and training initiatives, equipping them with the skills, knowledge, and resources needed to lead high-performing teams. This could include providing access to leadership development programs, workshops, and other related trainings.
• Promote workforce diversity and inclusion by championing initiatives to create a culture of belonging where employees feel valued, respected, and empowered. This may involve implementing diversity training programs, employee resource groups, and inclusive policies and practices.
• Influence team decision-making processes through effective communication, collaboration, leveraging diverse perspectives and expertise to drive innovation and achieve goals. This could include soliciting input and feedback from team members, encouraging open dialogue and constructive debate, and facilitating decision-making processes that are inclusive and transparent.

Manage Customer Order Fulfilment:

• Define and enhance order fulfilment policies and procedures to ensure accuracy, efficiency, and timeliness in processing customer orders. This may involve implementing automated order management systems, standardised order processing workflows, and clear escalation protocols for handling exceptions.
• Review customer satisfaction metrics and feedback to identify areas for improvement and enhance the order fulfilment experience. This could include conducting customer surveys, analysing customer reviews and feedback, and monitoring customer service interactions to identify pain points and opportunities for improvement.
• Manage order processing, fulfilment, and returns of customer orders, collaborating with logistics partners, and internal stakeholders to optimise order flow and delivery logistics. This involves monitoring order status, tracking shipments, and resolving issues such as shipping delays, order errors, or damaged goods promptly and effectively.

Job Specifications:

• Education: Bachelor’s degree in Business or related field preferred.
• Experience: 5-7 years in retail management, with multi-unit experience preferred.
• Skills:
  • Leadership: Ability to motivate teams and drive performance.
  • Analytical: Strong problem-solving and data analysis skills.
  • Strategic Planning: Develop and execute business plans.
  • Customer Focus: Prioritize exceptional service and customer satisfaction.
  • Organisational: Manage tasks efficiently and meet deadlines.
  • Adaptability: Flexibility to navigate industry changes and challenges.
  • Technical Proficiency: Familiarity with retail software and Microsoft Office
  • Willingness to travel within Singapore across boutiques on a regular basis.