Assistant Manager, Retail Operations

As Assistant Manager, Retail Operations, you will support the Head of Retail in driving continuous improvement projects within our retail operations, directly impacting retail standards and overall performance. You will be responsible for elevating retail excellence and driving results, while supporting our store teams in exceeding retail KPIs. . You will effectively manage store resources to ensure a superior Sephora shopping experience for customers, embodying the Sephora Ambassador role by consistently demonstrating the company's values and attitude. Additionally, you will be responsible for ensuring the accurate implementation of company policies, procedures, initiatives, and directives in our stores.

You will shine here if you enjoy…

• Optimize internal communication between stores and HQ functions to support retail operation efficiency
• Assist Head of Retail in overseeing the Retail Operations and ensure compliance with Sephora standards (operation guidelines, merchandising guidelines, audit requirements, customer service, stock monitoring, marketing campaign set up, in-store digital/tech, NSO, store maintenance)
• Support the Country General Manager or Head of Retail on preparation of Retail Operations reports, analysis and presentation.Collaborate with Regional and SEA Retail team on implementation of retail best practices and initiatives.
• Support the Head of Retail in the delivery of retail operations strategy through strong rapport, trust and relationships between store teams, HQ functions and Regional functions.

Responsibilities:

Operational Excellence

• Ensure visual merchandising and space planning within stores adhere to regional guidelines, maintaining brand consistency and maximizing sales potential.
• Work with Store Managers to oversee the operations of our store facilities, processes and procedures and ensuring they are consistently optimised and embedded across the network.
• Ensure compliance to LVMH Code of Conduct and Sephora policies and procedures and conduct regular store audits to enforce adherence to store operations manuals, ensuring consistent execution of processes and procedures across all locations.
• Coordinate regular Store Performance audits with other departments and maintain determined audit score results as a key KPI.
• Continuously refine operational processes to support business needs and growth without compromising quality or client experience.
• Implement loss prevention strategies and ensure compliance to prevent shrinkage.
• Enhance back-of-house efficiency by maximizing storage capacity and optimizing the retail team’s health and safety, and ensuring a comfortable and conducive break area.

Stakeholder Communication

• Collaborate with Market Retail Training, Marketing, Category, Supply Chain, Finance, and HR teams to implement cross-functional strategy for stores.
• Coordinate and communicate cross-functional topics/actions through centralized communication tools for store teams.
• Ensure smooth flow of information and continuous feedback with respective stakeholders in both HQ and store teams.
• In support of the Head of Retail, partner with Category, Supply Chain and Finance teams on network expansion, development and ongoing fit-outs to ensure the stores are delivered to the standard expected.
• Work with the Animations team and Store Managers to ensure all animations are rolled out seamlessly with minimal disruption to the store operations.
• Liaise with regional retail team on best practice store management and ensure consistency in network look and feel.

Reports & Presentations

• Prepare and compile regular (weekly/monthly/annual) and adhoc reports and presentations, such as monthly KPI reports, customer satisfaction, monthly stock adjustment analysis and exception report analysis.
• Provide business results, analysis and follow up on key stores’ performances with Head of Retail / Store Manager such as Local vs Tourist Report, Store Productivity, BA Productivity, Tools performance and audit results
• Quarterly store KPIs awards
• Present and participate actively in Store Operation / SM Meeting

Events & Rostering

• Maintain the store event calendar, coordinating with relevant teams to enable successful execution of events such as Sephora, brand, marketing and training activities.
• Ensure monthly store rosters align with events & activities.

Store Network

• Support the Head of Retail to play a key role in the operational roll out of new stores across Thailand.

Customer Service

Act on customer feedback, collaborating with stores to implement necessary changes and improvements to enhance the customer experience. Follow up on the scope of change implementation and report update to ensure the changes are successful.l

Vendor Management

• Responsible for overall procurement process for store supplies to find the best cost execution.
• Ensure the project is completed per the supplier's scope and provide the completion report to Head of Retail. Open a new supplier in COREFA, issue PO related to the work done, scan the documents into the COREFA system

Project Management

• Assist Head of Retail on delivery of retail projects, such as roll out of regional initiatives and new tools

Others

• Any other ad hoc duties assigned

Reporting line & key stakeholders:

The Retail Operations Assistant Manager will report to Head of Retail.

Subordinates:

n/a

We would love to hear from you if you have…

• Thai National with a minimum University diploma/degree
• 5+ years of experience in a customer and commercial-focused retail environment (beauty/fashion preferred)
• 2+ years’ work experience in Retail operations role.
• 1+ year of Store management responsibility is advantageous
• Advanced MS Office proficiency (Excel and Power Point proficiency is required)
• Service oriented with great passion for retail industry
• Comprehensive product, retail and industry understanding
• Good analytical skills with an eye for detail
• Strong interpersonal and communication skills with positive mindset
• Strong organisation skills with ability to handle multitasking