The Senior Retail Manager, reports to Hong Kong, this role owns retail performance, customer experience, visual merchandising, and local market development. The Senior Retail Manager will lead store teams, execute brand standards, adapt regional strategies to local market needs, and act as the key liaison between the Hong Kong and Singapore stakeholders (store staff, landlords, local agencies, and authorities).
Key Responsibilities
1. Sales & P&L
- Drive sales to meet and exceed monthly, quarterly and annual targets.
- Manage store-level profitability: monitor gross margin, discounts, markdowns, shrinkage and operating expenses.
- Implement and optimise sales initiatives, promotions and loyalty programmes aligned with regional strategy.
- Produce timely sales and KPI reports and suggest action plans.
2. Leadership & People Management
- Recruit, train and develop store management and sales teams; foster a high-performance, customer-centric culture.
- Set targets, conduct performance reviews, coaching and career development plans.
- Construct staff schedules, manage payroll budgets and ensure appropriate staffing levels for peak periods.
3. Customer Experience & Service
- Ensure excellent in-store customer service and consistent brand experience across touchpoints.
- Handle escalated customer complaints and coordinate with Hong Kong team for major client issues.
- Improve customer service processes using local insights (e.g., payment preferences, local holidays, cultural expectations).
4. Visual Merchandising & Brand Presentation
- Implement HQ visual merchandising directives; adapt displays and product storytelling for Singapore consumers and climate.
- Ensure stores are maintained to brand-standard levels of visual presentation, cleanliness and safety.
- Plan and execute window and in-store campaigns to maximise footfall and conversion.
5. Inventory, Operations & Loss Prevention
- Oversee inventory control, stock replenishment, transfers and cycle counts to minimise stockouts and overstock.
- Maintain loss prevention programmes and ensure compliance with cash handling, POS and security procedures.
- Manage store operations including opening/closing procedures, maintenance and compliance with Singapore regulatory requirements.
6. Local Market Development & Partnership
- Act as the company’s market representative: gather and report consumer insights, competitor activity, and retail trends to Hong Kong team.
- Identify local commercial opportunities (pop-ups, partnerships, events, influencer activations) and coordinate execution with marketing team.
7. Reporting & Compliance
- Deliver weekly/monthly performance reports, merchandising plans and staffing updates to Hong Kong.
- Ensure legal and regulatory compliance (employment law, workplace safety, data protection, tax/SBF where applicable).
- Implement company policies and local adaptations where required.
Qualifications & Experience
- 15+ years retail experience, with at least 5 years in a retail managerial role.
- Experience in fashion/apparel retail is necessary, exposure as a market in charge/representative is needed.
- Proven track record of achieving sales targets and managing store P&L.
- Experience working with regional/multi-country reporting lines advantageous.
- Strong leadership, people-management and coaching skills.
- Good commercial acumen and understanding of visual merchandising, CRM and inventory systems.
- Excellent communication skills in English; proficiency in Mandarin or other languages is a plus.
Key Competencies & Attributes
- Customer-first mindset and high standards for retail execution.
- Results-oriented, entrepreneurial and proactive.
- Strong interpersonal skills; able to collaborate with different parties.
- Analytical, organised and able to balance strategic thinking with hands-on execution.
- Comfortable operating in a matrix organisation with cross-border stakeholders.
