Financial & Budget Management: Collaborate closely with the Managing Director on annual budgeting, monitor expenditures, analyze variances, and implement corrective actions to optimize store profitability.
Customer Experience & Japanese Hospitality: Lead and develop a strong service-oriented team, ensuring exceptional customer service aligned with Japanese hospitality standards. Handle complex customer service issues, including complaints, returns, repairs, and after-sales support.
Team Leadership & Development: Recruit, train, and develop a high-performing team, fostering a positive work environment and ensuring continuous staff development.
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Customer Experience & Japanese Hospitality: Lead the team in delivering exceptional customer service aligned with Japanese hospitality standards. Handle complex customer matters including complaints, returns, repairs, and after-sales services.
Team Leadership & Development: Lead, coach, and develop a high-performing retail team. Oversee recruitment, training, performance management, and staff development.
Luxury Brand Management: Maintain and strengthen the store's premium brand image by ensuring high standards in customer engagement, product presentation, grooming, and overall store experience.
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Bring Good Vibes – You collaborate effectively with local Commercial teams, the Centre of Excellence and regional stakeholders. You create transparency around performance, priorities, responsibilities and delivery timelines, while supporting constructive and solution-oriented discussions.
Raise the Bar – You continuously review the longtail Shops operating model to identify opportunities for simplification, standardisation, automation and optimisation. You help regionalise successful practices and establish consistent performance-management standards across markets.
Stay Humble – You remain close to operational execution by seeking input from the teams using the processes and tools you develop. You challenge your own assumptions, remain open to feedback and refine solutions based on data, practical experience and measurable results.
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Build and grow high performing teams: acquire, develop, engage and retain extraordinary Talent. Set clear performance expectations and create a culture of empowerment and accountability to achieve results.
Deliver business results through insight and action: identify key insights and take fast, focused action to grow productivity and performance.
Lead change through positivity and a growth mindset: inspire a shared vision and purpose; influence thinking and behaviors of others through partnership and collaboration.
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