Retail Store Manager (HK/KLN)

Job Function
1. Accountable for delivering sales and profit targets of the store 
2. Ensure that the store is being operated to global guidelines / standards and always are “best in class” on all parameters
3. Actively sell Bang & Olufsen full range of products, along with 3rd party products and services
4. Deliver a level of customer service that exceeds company requirements
5. Inspire and develop store team to achieve their personal targets

Key Responsibilities:

Sales

• Achieve store and individual sales targets 
• Develop an annual store business plan which is reviewed quarterly to deliver key business performance targets together with the local Head of CoCo
• Personally demonstrate and sell products / services to customers, always providing excellent customer experience
• Support the team to identify customer requirements, retain customer information, meet their needs and maximize sales
• Create a positive, sales orientated retail environment 
• Enforce the usage of Microsoft Dynamics (CRM)
• Reduce discounts to a minimum following the guidance from Head of CoCo
• Organize, attend and lead customer events regularly, these could be in the evening or at weekends
• Engage with local business partners – neighboring stores, local Interior Designers, Integrators, Architects and other relevant business opportunities to optimize sales and local brand awareness
• Ensure that the store leads the company strategy initiatives
• Remain updated on training and market trends in A/V, design (exterior and interior) and Luxury industry

People
• Direct in line responsible for all store team members, incl. goals and KPI’s
• Ensure the team are updated on daily sales, new and discontinued products, campaigns, events, VM etc.
• Perform performance reviews with staff on a quarterly and annual basis
• Conduct weekly team meetings and 1-1 to set goals and directions 
• Support all staff in adhering to company procedures
• Supervise store personnel and enforce company policies while adhering to proper procedures regarding disciplinary action
• Ensure all store staff observe and abide by all rules relating to data protection, Health & Safety, and employment law
• Plan staffing requirements for the store, including weekly rosters and holiday planning. Manage attendance and deal with staff sickness and similar issues
• Mentor and inspire the sales team, ensuring they are always performing on or above target whilst upholding high levels of customer service
• Interview and select new candidates for the store in close collaboration with P&C and direct manager
• Onboard, introduce and train all new employees
• Record and maintain effective sales records for the store and individual staff through the required system(s) (Microsoft dynamics)

Operational
• Stay up to date with all new products and product features, take part in sales and product training (In person and online), as well as conduct training for the team.
• Correctly and accurately process all sales details, pricing information, delivery details and other customer requirements
• Submit accurately all payroll and commission reports monthly for payroll
• To perform stock counts by category according to the global CoCo requirements, maintain effective and efficient stock control between recurring stock counts
• Work with the local marketing team to develop an annual marketing plan for the store
• Ensure all financial elements are managed effectively, and strictly adhere to company procedures, including: Cashing procedures, till balancing, petty cash and other finance paperwork
• Ensure the health and safety of self, customers and colleagues is never at risk, taking all reasonable steps to rectify and risks
• Remain updated of the CoCo manual, guidelines and procedures

Standards
• Make sure that the store has impeccable presentation, visual merchandising standard are followed and  has a welcoming environment at all times
• Merchandise and display products as directed by the global VM team, ensuring all promotional materials are in place within the correct timescales.
• Follow the Global Uniform Guideline (and personal standards)
• Remain updated and execute on global CoCo standards, guidelines, processes and manual(s)
• Ensure designated areas of responsibility are maintained to the highest standard.
• Undertake prescribed training and development

Service
• Support team members at any time when needed in service cases
• Remain updated on the Service Operating Manual (SOM)
• Ensure all Customers are provided with the highest level of customer service before, during and after the sale has taken place. 
• Deal professionally and knowledgeably with all customer queries, taking responsibility to see the query through to a satisfactory conclusion
• Ensure staff can give customers the best service and have processes in place to monitor and review these performances
• Attend site surveys and home demonstrations as required

Job Requirements

Working Experience & Education Requirements
• Minimum 6 years’ experience with at least 5 years of management experience 
• Strong knowledge in Luxury Retail
• Proven record of managing teams
• A proven record of delivering sales results

Professional qualification
• A degree holder from reputable school within the region

Foreign language skills
• Fluent in local language 
• Fluent (Advanced) spoken and written English. Other languages are a plus

Competency skills

• Strong business and commercial acumen 
• Experienced leader
• Capable of analyzing, organizing and planning
• Result driven
• Possesses great administrative skills
• Entrepreneurial spirit
• Presentable, creative, diplomatic and detail oriented
• Energetic and dynamic
• Taste for luxury and empathy for the Bang & Olufsen brand
• Strong selling ability

Technical skills
• Microsoft 365
• Strong CRM skills (Preferably Microsoft Dynamics)
• Presentation skills