Retail Operations Manager – Läderach

About Valiram:

Valiram was established in 1935 in Kuala Lumpur, Malaysia, originally specializing in the textile trade. Today, Valiram is Southeast Asia’s leading luxury goods and 360° retail specialist with presence in Malaysia, Singapore, Indonesia, Australia, New Zealand, Thailand, Hong Kong, Macau, Vietnam and the Philippines.

Operating more than 500 stores, a number which continues to grow, the group represents in excess of 200 brands across various categories, from fashion and accessories, timepieces and jewelry, perfume and cosmetics to confectionery and dining concepts.

Learn more about us at www.valiram.com

Position Summary:

Drive sales and business performance across assigned brands/stores, while overseeing operations, P&L, merchandising, inventory, CRM and team development to deliver strong commercial results and customer experience.

Key Responsibilities:

Sales & Operations

• Plan and maximise the sales and profit contribution of all Laderach stores in Malaysia
• Develop annual business plan to reflect business positioning, negotiate key aspects of the planned delivery with superior & the respective store teams
• Direct the development of operating standards, policies and procedures, ensuring compliance with all laws and company guidelines
• Able to analyse ad-hoc retail operational issues and make quick judgment calls, which will support retail sales performance
• Lead to ensure effective inventory management system for Laderach stores including conducting periodic stock counts at stores and warehouse locations
• Monitoring brand(s) profitability by management of full price and mark down sales, intake margins, levels of mark down activity and terminal stock
• Maximise turnover by ensuring accurate, timely and commercial sales planning and forecasting through analysing and interpreting trends.
• Ensure the each store delivers business plan profit through delivery of both volume and cash margin
• Liaise with store design and store construction to ensure operational needs are met in all new store environments
• Assess and prioritise all store maintenance issues working with the Store Manager.
• This includes contingent, recurring and refurbish maintenance projects
• Oversee the operational turnover and coordination of all necessary departments for all store openings, temp locations and renovations
• Managing and maintaining a positive working relationship with all the Brand principals and our other Valiram departments
• Evaluate market conditions, competitors data and implement appropriate change to maximise sales
• Conducting on-site meetings with management team members of store performance
• Respond to customer complaints and comments if required
• Tour the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent retail issues
• Use information technology/ POS to record sales figures and for data analysis and reporting business performance
• Work closely with HR on staffing and other people issues pertaining to disciplinary and grievances

Marketing

• Partner with Marketing Manager(s) and Brand Manager(s) to analyse and develop seasonal marketing and PR strategies

Compliance

• Develops, initiates, maintains, and revises policies and procedures for the general operation of the Retail Compliance Program and its related activities to prevent illegal, unethical, or improper conduct
• Monitor Retail Management team works schedules and rosters to ensure sufficient
• Management coverage of the sales floor
• Assist Audit team in investigation of fraud transactions and/or pilferage of merchandise at the stores

Housekeeping

• Uphold and maintain VM standards at all stores
• Ensure the stores are kept neat and tidy at all times
• Ensure proper care for stocks, fixtures and furniture within the store
• Visual displays and merchandising to be in accordance with Brand Visual Merchandising Guidelines and must be of high standards
• Be vigilant and practice regular checks on staff movements during operating hours and holiday seasons

Leadership

• Conduct staff appraisal and quarterly performance review
• Improve staff morale leading to positive and dynamic working attitude and environment
• Maintain general and acceptable staff working conditions
• Support all Brand/Store Managers to maintain productivity and retail operational standards in area of: discipline, work performance, sales
• Staff development, workforce and succession planning

Key Requirements:

• Minimum a Degree in any discipline,
• Minimum 10 years of management experience in luxury goods or a comparable retail environment and experience in Customer Service
• To have and maintain at all times competent product knowledge thru regular training for staff
• Quality leadership skills to lead the staff to perform to their fullest potential
• To possess effective communication skills and team spirit between retail staff and management
• Build and maintain good rapport with staffs and customers
• Strong leadership qualities
• Pleasant Personality
• Excellent communicator
• Proficient in computer skills
• Fluent English and both in written and spoken. Knowledge of other language is added advantage.