Retail Operation Manager

MAIN PURPOSEThe position is expected to strategically develop, implement, and continuously refine boutique operationflows that are not only appropriate for the Chloé maison aesthetic and brand identity but also demonstrablymaximize retail and sales performance. This includes identifying key performance indicators (KPIs),establishing robust tracking mechanisms, and proactively adapting operational strategies based onperformance data and evolving market trends.In close cooperation with the Retail Manager and the Retail Excellence Team, this role will be instrumentalin elevating the service level standards of boutiques and stylists, ensuring a consistently exceptional andbrand-aligned customer experience across all touchpoints.Key ResponsibilitiesBoutique Operations & Process Management: Establish, implement, and monitor standardized retail operation flows across all boutiques toensure consistency, efficiency, and optimal performance. This includes designing and implementingSOPs and regularly monitoring their effectiveness. Localize and adapt new operational flows and initiatives from HQ to suit the Japanese market,considering cultural nuances and local regulations. Communication & Collaboration: Maintain open communication channels with Retail Managers and Boutique Managers to gatherfeedback on operational effectiveness and identify areas for improvement. Liaise with HQ Operations, Richemont Japan IT, Audit, Repair, and Accounting departments toensure alignment and compliance. Serve as a point of contact for issue resolution and informationdissemination. POS System & BOH Management: Develop a deep understanding of the boutique POS system and provide ongoing support andtroubleshooting assistance to boutiques. Create, implement, and monitor an efficient and visually appealing Back-of-House (BOH) manualthat outlines best practices for inventory management, visual merchandising, and stockroomorganization. Customer Relations & Team Leadership: Supervise customer relations and call center operations to ensure customer inquiries andcomplaints are handled promptly and professionally. Implement strategies to improve customersatisfaction and loyalty. Manage the operations team, providing leadership, guidance, and support to ensure they areeffectively supporting the boutiques and achieving their objectives. Sales Performance & Analysis: Collaborate with Retail Management and the Performance Manager to formulate and executeaction plans to maximize sales and drive revenue growth. This includes identifying key salesopportunities and developing targeted initiatives. Analyze sales data by store, set realistic sales targets (monthly/weekly), and distribute weeklyperformance reports to boutiques, providing them with key performance indicators (KPIs) andinsights into their sales performance. Accurately calculate monthly commission payments for each stylist based on their individual sales performance and report to HR/Finance.Qualifications Experience in apparel retail operations (retail, merchandising, logistics). Native Japanese, Business English proficiency. Thrives in fast-paced environments and embraces challenges. Passion for fashion. Proficient in Excel and general computer skills.ATTRIBUTESØ Business acumenØ Energy, motivate all staffØ ToughnessØ Communication skillØ Proactive &Self drivenØ Solving problem skillØ Strategic thinking