HCM - Retail Operation Manager (Skecher)

A. Overview:

• Develop business operations to establish the brand as a leading name in its market segment.

• Build sales plans and ensure achievement of sales targets and total profit budget.

• Deliver excellent customer experience for the mid- to high-end segments while enhancing the image of the managed brand group.

• Be responsible for inventory management and product turnover.

• Ensure the highest quality of customer service as required by the brand and the Company.

• Manage and develop the potential of all subordinates.

• Work closely with subordinates and support teams to ensure brand image in stores is maintained according to the brand’s standards.

• Ensure understanding and proper use of the POS system after training by the MIS team.

• Manage and be accountable for the effective approval of the assigned budget based on the plan approved by the Board of Directors.

• Travel as required by the job.

B. Detailed Responsibilities:

I. Brand Operations Management

1. Sales:

• Execute assigned sales plans.

• Manage resources (human and physical) effectively to ensure all responsible stores meet the sales targets set by the Company.

• Analyze sales and customer data through daily/weekly/monthly/annual reports; make necessary adjustments to sales and marketing strategies to improve business performance and drive sales growth.

• Increase revenue through the development of business strategies aligned with the company’s vision.

• Be a role model in customer service culture for mid- to high-end customers; propose retention plans, encourage return visits, and acquire new potential customers.

• Be responsible for all distribution channels of the brand.

2. Products:

• Oversee inventory management, product turnover, and loss prevention (including theft) at responsible stores.

• Implement methods to prevent and reduce both external and internal theft.

• Ensure all staff follow brand standards for product display and storage.

• Check daily and weekly product ranking lists.

• Train staff on seasonal fashion trends and product information.

• Consolidate inventory data to plan for inter-store stock transfers (if applicable).

• Supervise daily and weekly inventory checks by staff.

• Conduct purchasing analysis and propose additional orders based on deep understanding of customer demand and trends.

• Report best-selling and non-performing products for purchasing planning.

• Be responsible for seasonal buying at the brand showroom (if required).

• Conduct purchasing analysis for all stores before each trip.

• Based on profit and loss reports, devise sales strategies and analyze sales progress by product type to create order plans.

• Coordinate regularly with brand departments to obtain sales analysis for Vietnam.

3. Staff Management

Internal:

• Lead and foster a strong employee engagement culture focused on customer orientation to drive revenue performance.

• Communicate the Company’s culture to all brand staff.

• Ensure compliance with the Company’s labor regulations, sales rules, and policies for sales teams.

• Recruit, train, develop, manage, and supervise all direct subordinates.

• Guide subordinates in following inter-departmental workflows.

• Train staff on new products, effective sales techniques, product display, customer service skills, etc., according to brand requirements to strengthen connections with mid- and high-end customers.

• Review monthly timesheets before submitting to HR.

• Track individual daily sales with confirmation on sales invoices to support bonus calculations and prevent manipulation of sales targets among staff.

• Report directly to respective department managers if non-store staff (e.g., security) do not meet performance standards.

• Supervise team members to ensure compliance with Company, brand, and building regulations, as well as job descriptions.

• Motivate and encourage teamwork across all brand team members.

• Educate staff on the importance of customer service.

• Clearly communicate policies and procedures related to store operations to sales staff.

• Coordinate closely with the brand’s Area Manager to build and manage a high-performing team.

• Ensure optimal staff allocation to meet goals (e.g., marketing budget, employee incentive programs).

• Collaborate with HR in recruitment, evaluation, rewards/disciplinary actions, and employee training and development programs.

• Develop potential employees by directly coaching them in management, supervision, sales reporting, and company policy.

• Maintain turnover of official staff at less than 20% per year.

External:

• Ensure the highest customer service quality across the store system.

• Promptly handle customer feedback and complaints.

• Conduct direct marketing activities (e.g., calls, personal invitations to visit and shop in-store).

• Build and maintain a customer database and develop loyalty customers.

4. Brand Image Management:

• Ensure stores are always clean, organized per standard, equipment is in good working condition, and displays follow guidelines throughout opening hours. Laptops must not be placed on cashier counters.

• Train staff to arrange displays and update windows every two weeks according to brand guidelines.

• Frequently conduct market surveys and report findings to upper management.

• Regularly inspect and request relevant departments to address defects within the two-week deadline.

• Take full responsibility if the brand image fails to meet standards despite multiple reminders from the Board or Principal during store inspections.

II. Others:

• Develop rules, processes, and procedures to support daily operations.

• Complete all brand-required reports as well as weekly, monthly, quarterly, and annual reports for the General Director within deadlines.

• Travel for market visits as required.

• Report directly to the General Director / Group Brand Director.

• Perform other tasks as assigned by upper management.

• Bachelor’s or college degree in Business Administration, Marketing, Economics, or related fields.

• Over 3 years of experience in Brand Management or Product Management.

• Experience in Retail / Fashion / Cosmetics / Premium business sectors.

• Strong skills in management, communication, organization, negotiation, and problem-solving.

• Excellent English communication skills.

• Passionate about delivering outstanding customer experiences in-store for mid- to high-end clientele.

• Highly detail-oriented and meticulous, with a professional approach to upholding customer service standards and client interactions for the mid- to high-end segment.