PRIMARY OBJECTIVE

The Retail Operations Director will be the head person to lead and manage the entire retail operations (Mainly focus on Beauty field) at Hong Kong International Airport (HKIA) in terms of operating excellence, staff performance, sales result and customer satisfactory from online to offline. The incumbent will be responsible for driving the business growth and the profitability of our stores through maximizing sales and continuing improvement in operational efficiency and customer experience. S/he will ensure that all our customers and visitors will experience the highest standards when interacting with Shilla Duty Free at HKIA according to the company standards. 

JOB DUTIES & RESPONSIBILITIES 

Sales & Operation Management

• Lead and oversee all entire retail operations and drive the growth and profitability of the company's retail business at HKIA in terms of operating excellence, staff performance, sales result, inventory and logistics management and customer satisfactory from online to offline; 
• Formulate and implement business strategic plans to drive sales, maximize profit, achieve business target while optimizing costs and ROI;
• Identify key prospects and opportunities to increase the growth of business and brand   image;
• Evaluate and explore potential new business development opportunities and oversee the retail site selection, lease negotiations and store operations arrangement;
• Provide regular performance reports and strategic recommendations to Managing Directors
• Prepare and manage retail budget, forecasts and relevant financial reporting
• Drive continuous improvement in operational efficiency by optimizing resources utilization, enhancing productivity through the refinement of SOP and comprehensive training;
• Design and develop attractive sales incentive or commission scheme to motivate high-performing sales team;
• Analyze sales data, consumer trends and market insights to identify opportunities for growth and optimization;

Leadership, Management and Development of Staff

• Lead and coach a team of Retail Operations Manager(s), Store Manager(s), Operations Support and Sales Associate(s) to meet business targets, drive sales growth, foster a culture of sales excellence and customer service;
• Provide guidance to the team(s) fostering a positive work environment and ensuring high employee engagement;

Visual Merchandising 

• Lead the Visual Merchandising Team to ensure promotion message is well communicated and organized through optimal visual displays and graphics in store;

E-Commerce/ Online Business 

• Develop and execute the overall e-commerce strategy for company, focusing on driving online sales and customer engagement; and optimizing conversion rates. 

In-Store Promotion

• Develop and execute the in-store promotions with collaboration with marketing team, finance team, airport authority to drive sales.

Collaboration with business stakeholders

• Collaborate with cross functional teams including Merchandising, Marketing Strategy, Brand and Project Management to develop and implement in-store and/or online marketing & promotion campaign and enhance customer experience;
• Collaborate with internal teams for inventory, procurement, and supply chain processes to ensure product availability;
• Work closely with other functions team to ensure all policies and procedures are aligned with company guideline and relevant law & regulation;
• Maintain strong relationships with key retail partners, Brand Vendors, Airport Authority, HQ and other stakeholders and ensure all policies and procedures are aligned with company’s guideline and compliance;

KEY REQUIREMENTS & COMPETENCIES

• 15 years of related work experience in retail operations, preferably in a FMCG or retail environment (experience in Travel Retail is a plus).
• Degree in Business or Management
• Self-starter with strong business acumen and result-oriented
• Hand-on experience in operations and inventory management, supply chain optimization and financial management;
• Familiarity with retail marketing, visual merchandising, and customer experience strategy;
• Outgoing, dependable, pro-active with good communications and interpersonal skills 
• Organized with good project and time management skills
• Able to lead and coach with an entrepreneur mindset and creativity
• Good judgment and mature business skill with the ability to build trust with all levels