About The Role:
The Store Manager leads the overall store business objectives, including the achievement of sales and profitability goals. The store manager will have oversight of all store operations, as well as, recruiting, hiring and development of all team members. This dynamic individual will demonstrate excellent relationship building skills, with both internal and external clients, to establish an exceptional service culture. This individual will serve as a “Lane Crawford” brand ambassador, engaging in opportunities that promote our products, vision, and inspiration of “Only at Lane Crawford” within the market.

What You Will Do:
In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:


Customer Service
• To ensure the entire team understands the need to deliver consistent, friendly and responsive service
• To ensure the Lane Crawford standards of service are consistently executed at all times
• To take every opportunity to exceed the customers expectations by being proactive and handling and resolving customer issues and complaints efficiently and courteously
• To ensure after sales service activities such as gift wrapping, dispatch and delivery, concierge service are being executed efficiently and on time
• To monitor staff scheduling to ensure there are sufficient staff available in the retail selling area at all times to provide expected standards of service and to build the business on all day parts
• To build a clienteling culture in the store, ensuring that staff understand the importance of building long term relationships with customers to increase frequency of visit and units/$ per transaction
• To build relationships and actively communicate with the VIP/Diamond customers of the store
• To solicit feedback from customers and share this feedback with appropriate people in store/office
• To execute a store plan for all channels, based on Mystery Shopper Feedback, to improve customer satisfaction and increase their loyalty to Lane Crawford


Sales and Profit
• To achieve agreed sales and profit targets for store taking corrective action to improve unsatisfactory performance
• To be proactive in identifying selling and cost control opportunities that will help achieve, and exceed, the sales and profit targets
• To monitor and control the payroll and all related expenses
• To work with the Central Buying Office to establish a balanced range of merchandise suited to the customer profile of store. Make recommendations for changes and improvements to maximize sales potential and profit within the store
• To be proactive in understanding the competition, communicate activities and take action to minimize loss of Lane Crawford market share
• To work with Brand Creative and Merchandise Planning teams to maintain presentations in store that communicate key trends and promotional activities
• To ensure that staff are utilising omni channel opportunities to encourage customers to shop on and off line, maximizing sales at every opportunity


Communication
• To run the daily all store communication briefing using it as an opportunity to build and reinforce team spirit through reward and recognition, and appropriate motivational activities
• To communicate sales targets, and achievement against targets, to the sales teams on a daily basis
• To give feedback during regular meetings with management team and actively solicit their ideas for improvement and input into decisions affecting the store
• To ensure that all in store communication is up to date, to standard and relevant
• To ensure regular communication with Architecture and Planning team on all matters relating to building maintenance
• To fully understand and be able to communicate our connected commerce business model, ensuring all staff understand the need for a seamless customer experience, on and off line

其他信息
语言要求：英语、普通话