Assistant Retail and Training Manager

MAIN PURPOSE

The Assistant Retail and Training Manager (ARTM) will need to have understanding of the retail business and is able to coach field teams on executing service standards. The successful hire will lead by example, with a genuine passion and love for our brands, luxury retail and outstanding customer service true to Shiseido’s DNA of Omotenashi.

The Assistant Retail and Training Manager is responsible in supporting the Retail & Training and field teams across multiple sites to deliver outstanding service while driving productivity in line with the brand’s strategy. The ARTM should be a coach who is able to adapt his or her style to work side-by-side with the brand’s various stores. While supporting the development of the field teams, the successful hire will be executing the retail plans in alignment with the strategy given by the Retail & Training HOD, to grow the brand’s portfolio, as well as gain market share in stores. The successful hire should thrive on change and seize any opportunity to innovate and has a proven track record in growing and developing talent.

Main Duties And Responsibilities

Retail Excellence

• Be the brand ambassador and advocate of innovation at retail stores
• Achieve the targets and manage the collection of NPS data
• Through regular in store visits, provide detailed feedback to Brand Manager on successes and challenges
• Support the management of beauty consultants headcount (through manpower agencies) for the brand’s stores
• Track and monitor productivity levels weekly and monthly on a store and individual level
• Suggest possible action plans to the Retail & Training HOD and brand manager to grow the sales and KPI’s of assigned stores which includes but not limited to holding workshops and various in-store activities
• Identify opportunities through analysis of the business and react to the market to maximize results
• Collaborate with teams to ensure consistency, success and achieve results together
• Work with the manpower agencies in assist in providing feedback to the beauty consultants performance
  
  

In-Store Customer Service & Experience

• Collaborate closely with Retail & Training HOD on execution of training strategy and support in adapting the training materials
• Follow through the training calendar as aligned with business objectives
• Facilitate on-boarding new beauty consultants on brand story, product knowledge and service protocols (MANIFESTO and TIARAA)
• Support in the coaching of field teams to achieve targets and uphold the brand’s service protocols while maintaining alignment to Retail Excellence policies
• Conducts in-store revalida, scoring and/or certification on brand established counter & cabin services in alignment with Retail & Training HOD
• Collaborates with marketing team in execution of in-store events and leads consumer journey (services and product presentation)
• Assist in the resolution of customer complaints and queries based on SPH policy and close collaboration with Retail & Training HOD
  
  

Operations

• Monitor and report back on stock levels specific to retail sellout: testers, tools, etc.
• Ensure excellence of brand image in the stores at all times; counters, displays, team, etc
• Champion simplicity through ways of working with head office and field teams
• Financial management of budget and expenses pertaining Training
• Provide proactive feedback to Head Office departments to help drive collaboration between brands
  
  

Requirements

• At least 5 years combined sales and training experience within the retail industry
• Prior experience working in multinational or global brands or companies
• With a degree in marketing, education, psychology or other business-related course from top tier universities/college.
• Previous sales and team management experience, ideally within beauty industry
• Exceptional leadership and coaching skills
• Experience and understanding of effective sales techniques, customer service and proven ability to drive results
• Strong analytical skills
• Strong capability on Microsoft Office (including Excel) and Outlook