Assistant Registry Manager

The Assistant Registry and Clubs Manager provides assistance to the Registry and Clubs Manager by making sure that client’s needs are catered to and provided with a seamless Customer journey in Rustan’s. He/She will also provide support in the store’s marketing endeavors (social media, bridal fairs, e-mail, etc.) as well as helps in the membership registration and activities for the club/s.

PRIMARY ACCOUNTABILITIES

A. Business Planning – 10%

1. Assists in planning the Annual Marketing Plan for Weddings and Beyond Department

2. Works with Marketing Communications Division to develop divisional key concepts, promotional strategies to ensure that the registry activities and offerings are commercially viable and attractive to customers

3. Benchmark best registry practices here and abroad

B. Sales and Marketing – 15%

1. Monitors and reviews branch registry sales performance to determine if targets are met and makes recommendations to meet/exceed sales forecast and number of registrations

2. Provides sales support through successful registrations, cross selling, and up selling based on the understanding of registrants' preferences

3. Supports in developing and executing Seasonal and Annual internal and external registry events 4. Assists in Identifying key registry items, assortments, and sales-driving opportunities; works with Merchandising team, Marketing team and Store Operations team to support registry initiatives

4. Works with the Registry and Clubs Manager to develop avenues that can help expand customer base and build new business

5. Assist in creating strategies, programs, promotions, and publicity that will increase number of registrants in all store locations

6. Recommends and supports events, activities and promos in coordination with Marcomm, Merchandising, and business partners to establish and strengthen customer relations necessary for increased registry sales

7. Coordinates with Marketing, Merchandising and event partners before and during the branch events

8. Keeps up with social events of target market such as wedding trends and effective social media promotions

9. Communicates and maintains relationship with business partners e.g. hotel sales executives, event coordinators, exclusive club and resort managers, caterers, etc.

C. Registry Operations – 25%

1. Provides the highest level of customer service by demonstrating advanced product knowledge that suits the targeted customer’s lifestyle and building quality registrations and memberships that result in increased sales

2. Identifies areas for improvement in system and procedure and makes recommendations to Registry and Clubs Manager

3. Works with the Registry and Clubs Manager in monitoring the progress of the entire W&B program in each store location; ensures efficiency of the registration process, services, and facilities available at Rustan’s

4. Assists in maintaining the W&B website and ensuring that items uploaded are updated and aligned with current inventory

5. Coordinates with Registry and Clubs Manager to review and analyze the individual performance of registry personnel and helps in developing strategies to improve results

6. Helps in communicating company, department, and event objectives to registry and store teams, as well as cross-communicate Weddings and Beyond’s strategies and event plans

7. Executes the department's business development plans by maintaining relationship with existing accounts and looking for potential new sources of business

D. Customer Service – 15%

1. Gathers customers' and registrants' feedback to evaluate registry services, store services, and after sales service

2. Promotes and monitors the distinct quality of Rustan's merchandise and service

3. Aids in developing programs that will help improve customer relations with clients as well as highlight the distinct quality of Rustan’s merchandise and service

4. Works with the registry team to ensure that customer information is not disclosed and shared to any individual or organization, following Data Privacy

E. Memberships – 20%

1. Ensures that the membership enquiries are responded to as instructed by Registry and Clubs Manager

2. Assists in informing Home and Kid’s Merchandising of new membership applications

3. Works with the Registry and Clubs Manager to collate and update confidential membership information and records

4. Supports in administering the regular membership survey

5. Assists in prospecting & soliciting via telemarketing and cold calling, minimum 5 to 10 new accounts per week

6. Assists in producing creative and attractive proposals, together with Marketing and CRM teams, for potential clients, responding to all inquiries regarding merchandise and meetings in a timely manner

7. Helps in executing creative and meaningful store tours with potential members

8. Supports in promoting good will and foster additional business, repeat purchase and/or referrals by conducting face-to-face contact with minimum 4 members in house per week

9. Assists in following-up on progress of all confirmed business

10. Works with Registry and Clubs Manager and Marketing Team in planning, developing, and executing projects for assigned market areas to increase sales activity, volume, and profit

11. Participate in store/merchandising/marketing meetings and related industry organizations to represent the business

12. Works with registry team to perform other tasks or projects as assigned by the management

F. People and Administration – 15%

1. Coaches subordinate on proper customer handling, registry operations and administration work

2. Clearly communicates registry policies, procedures and programs to ensure proper execution

3. Prepares and submits monthly sales and status reports to monitor performance and productivity to the Registry and Clubs Manager

4. Creates registry awareness by participating in store team meetings and training other associates

5. Performs and supports additional tasks required from time to time

JOB DIMENSIONS

Education

• Graduate of any 4-year business-related course, special courses in retail and/or marketing is an advantage

Skills & Knowledge

• Excellent communication skills

• Excellent event management

• Knowledgeable sales and marketing

• Excellent coordination skills

• Remarkable client relationship management and VIP handling

• Knowledgeable in computer and phone applications, social media savvy

Experience

4 years as a Supervisor or 2 years as an Assistant Manager or Manager in any of the following fields:

• Customer Service

• Public Relations

• Sales

• Marketing

• Business Development

• Wedding Industry Events; preferably with relevant experience in VIP handling or retail sales of high valued merchandise