Retail Excellence Senior Manager, Berluti Japan

Retail Excellence Senior Manager supervises customer touch points based on the following missions. 1) To achieve and maximize the retail sales target, and improve customer experience in store service in line with the brand’s strategy 2) To set the standards of in-store operations, manage and constantly improve them co-working closely with internal partners such as Retail managers and Retail Training manager. 3) To lead and coordinate activities for the Japan retail network, such as in-store events, Made To Order (MTO) events to maximize the sales/orders and enhance our brand image and visibility, together with Retail Manager and central HQ team. 4) To set in-store high Customer service standards including retail tools not only competitive with the market trend but also aspirational. Influence and support stake holders to implement them and keep them in practice. 5) To manage Berluti’s brand DNA, manage our unique services such as MTO including lifestyle to provide customers with outstanding customer experience and ensure certain sales volume in Retail. 6) To provide store staff with strong learning and development of Berluti’s brand DNA, unique services such as MTO including lifestyle. 【Sales & Planning】 • Create store sales budget for MTO sales and orders, together with Retail Director and Retail Manager, and communicate it properly to respective Store Manager • Support Store Managers and Retail Manager for their store Events action planning and implementation. • Report sales results of events, MTO, and campaigns regularly (daily / weekly / monthly), and make necessary follow-up in a timely manner. • Plan and implement the store events and other special events outside the stores in cooperation with Communication Department. • Organize/monitor MTO and related events and promotion tools’ expense budget and take actions if necessary. • Be responsible for risk management and handling of clients if any issues occur, such as disasters or customer claims related to MTO. • Co-work with internal partners including but not limited to Sales Merchandising, VMD, Communication Department to increase sales and to enhance brand image. • Plan the incentive campaigns in line with the company strategy and maximize the efficiency both for the sales and costs. 【Store Operations Management】 • Analyze carefully each store situation and come up with effective Store operation standards to improve each store performance. • Influence Retail Managers and Retail Trainer to cascade down the store operation standards for effective implementation and follow up. • Monitor store operations and retail tools to ensure they are properly executed in stores. Plan and execute necessary actions in cooperation with each department of head office to develop further efficient and effective store operations. • Staff Uniform management. 【Retail Promotion】 • Plan strategically our retail promotion event calendar and coordinate related departments of head office to successfully implement each of the events, together with Retail Manager. • Arrange and execute various department store events, pop-up stores, special promotional events, etc. based on the company's strategy and in cooperation with the retail manager. 【People Development】 related to MTO and Operations • Support each store manager and staff in achieving their goals. In addition, prepare materials and training related to MTO, create development plans and follow up on them. • In cooperation with Retail Training Manager, plan and implement effective training program for store staff on Berluti’s brand DNA unique services MTO including lifestyle to provide customers with an outstanding customer experience. • Manage 2 Retail Communities such as Personalization Community and Operation Community and organize their gathering 2 – 3 times per year. • Manage 2 Personalization Coordinators to enhance our Berluti’s brand DNA unique services MTO including lifestyle and evaluate them by designated volume depending on their maturity. - University degree - Minimum 10 years of experience in retail - Languages : Fluent in Japanese & Business level of English - Specific competencies : Results and Customer oriented Strong communication skills and Interpersonal skills Project Management and coordination skills Negotiation skills Analytical ability Passion for the Maison and craftsmanship