Job Mission
The Watches & Fine Jewellery (WFJ) Retail are expected to reach a new scale of business presence and influence over the next 3-5 years with an ambitious growth and elevation plan. This plan will see a complete upgrade of not only our physical footprint, but also our client experience, people capability, and the continuing development of retail leadership pipeline, with the vision to establish CHANEL WFJ leadership ahead of market competition and the long-term relational promise with Chinese clients.
To bring these ambitions to the reality of retail/BTQ, the Senior Retail Manager, WFJ will play an integral role in ensuring a deliberate and thoughtful execution of our retail strategy on the BTQ floor. This will involve driving the performance culture and behaviors through leading WFJ distribution. A critical priority for the Division is to leverage the right resource, efficiently, to drive collective success and profitability, which requires a significant mindset shift across all areas of the retail organization.
Impact You Can Create in The Role
1. Take Ownership of The Retail Business Result
- Partner with the Head of Retail to capitalize the business opportunity and address the challenges for growth. Engage and align the success-factors to maximize the sales landing while protecting & elevating brand image, connecting our clients with the right products and right experience/service at the right time.
- Support the Head of Retail to orchestrate the Monthly Target Setting exercise with accuracy (<10% discrepancy). Aligning with the overall division/Retail strategy, provide BTQ local intelligence and partner closely with Merch., HE, Finance and L&D teams to ensure topline achievement through BTQ performance.
- Set measurable and granular KIPs with focus reinforced with robust incentive mechanism, short-term and long-term, to ensure executional excellence of retail strategy on the BTQ floor and facilitate the mindset to skillset evaluation from the people capability side.
- If apply, leverage WFJ know-how and resources to collaborate with FSN network, drive and sustain the level of performance from the Corner-in-FSN.
2. Be the Client Relationship Ambassador and Connector
- Plan/budget for BTQ client engagement activities, guide and monitor the BTQ spending for optimized client engagement with impactful moments and meaningful journey.
- Represent WFJ of the brand to engage clients in events or private moments, especially with Top Clients or top prospects. from an elevated posture than selling roles. A good and deep understanding/resonation of Chanel brand value, knowledge about our heritage and modernity is required fundamentally.
- Be the effective and reliable escalation level for client relation issues and restoration. Build strong partnership with Legal, Compliance, Logistic & QC, Gov. Affair and Sensitive Comm. for professional support to protect the brand, client, people, and business development.
3. Contribute to the Retail Strategy Formulation and Discussions
- Co-create China WFJ long-term Retail Strategic Plan through Division Strategy Governance and OBOS cycle, including market opportunity, competitive intelligence, client & business imperatives, definition of our success, phased development plan, and resources needed.
- Deepen HOBs’ understanding of China WFJ Retail strategic priorities & the 5 key pillars: Brand Leadership, Business Performance, Client & Service, Organization & People, Sustainability, through the strategy cycle.
- Support the Head of Retail in the Distribution Strategy and network footprints. Enable the city cluster strategy and resource optimization for maximized outputs.
- If apply, orchestrate WFJ-FSN cross-division resource optimization, ie. Product, People, Event, Client Journey & Treatment, and BTQ Operation Model, to create a connected and long-term brand experience for the clients.
4. Lead The Leaders – The Experienced HOB Community
- Translate the WFJ Retail vision & strategy into priorities and cascade clearly to HOBs & BTQ community. Link the strategy to OBOS development, BTQ action plan, and KPI measurement.
- Evaluate and finetune the BTQ team composition to be future-ready and build robust BTQ teams with capability and agility that fit for the ever-changing future.
- Partner with Retail Ops. Team and P&O to keep the Retail Incentive Scheme, HE Commission, as well as the Boost Incentive Scheme relevant to drive the right behavior and performance.
- Guild, coach, and empower the HOBs, FSN DHOBs if apply, in various situations; lead by example and enable them with the right management mindset, toolsets and skillsets.
- Build talent pipeline for critical positions, i.e. HOB/DHOB/BTQ HEM to fulfil future organizational needs.
- Support Retail Ops. Team to ensure operational excellence in the area incl. but not limited to: SOP & Procedures, Compliance, Audits, Stock Management.
what you can bring to the team
- Strategic thinking, with business acumen & macro understanding to connect the dots
- Entrepreneurship, to think and navigate as a business owner
- Influencing skills without position power, for stakeholder management beyond Retail and beyond WFJ Division
- Proven record of strong Leadership, be self-aware, authentic & integrous, empowering, and highly committed to drive for collective success
- Knowledgeable about Retail business and watch & jewelry competition landscape
- Fashion/Luxury Fashion Retail background would be a plus
- English proficiency is a must