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← Công Ty Cổ Phần Thời Trang & Mỹ Phẩm Duy Anh (DAFC)

Retail Excellence Manager – Watches & Jewelry

Công Ty Cổ Phần Thời Trang & Mỹ Phẩm Duy Anh (DAFC) ·
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Type
Full-time
Work mode
On-site
Level
Manager
Industry
Retail / FMCG
Salary
Thương lượng
Location
Hồ Chí Minh, Quận 3

Overview

  • Retail Excellence Strategy
  • Lead the development and implementation of Retail Excellence strategies across DAFC's Watches & Jewelry portfolio.
  • Drive continuous improvement in retail standards, customer experience and boutique execution while ensuring alignment with each Maison's global retail philosophy and business objectives.
  • People Capability & Learning
  • Develop a high-performing retail organization through structured learning, coaching and talent development.
  • Design competency frameworks, learning journeys and certification programmes for Boutique Managers and Client Advisors covering luxury hospitality, clienteling, product knowledge, brand storytelling, leadership development and retail professionalism.
  • Partner with Brand Managers and Store Managers to identify capability gaps and implement development plans that improve retail execution and team performance.
  • Client Experience & Retail Quality
  • Develop and continuously enhance luxury customer experience standards across all Watches & Jewelry boutiques.
  • Establish customer journey standards, retail SOPs, Mystery Shopper programmes, boutique quality audits and service recovery frameworks to ensure consistent execution and continuous improvement.
  • Monitor customer feedback and recommend corrective actions to strengthen service excellence and client satisfaction.
  • Brand Partnership & Retail Excellence Projects
  • Partner with Brand Principals and regional training teams to localize and implement global Retail Excellence initiatives.
  • Lead Retail Excellence projects that elevate boutique standards, support new boutique openings and strengthen the overall luxury retail experience across the portfolio.
  • Collaborate closely with Marketing, CRM, HR and Retail Operations to ensure integrated execution of client experience and retail capability initiatives.
  • Others: follow other requests and assignments from Line Manager based on business needs
  • KEY DELIVERABLES
  • The Retail Excellence Manager is expected to deliver:
  • Retail Excellence strategy and annual capability development roadmap.
  • Retail competency framework and structured learning curriculum.
  • Customer journey standards and Retail SOPs.
  • Product knowledge and certification programmes.
  • Mystery Shopper and retail quality assurance programmes.
  • Boutique coaching and talent development initiatives.
  • Retail Excellence reports and continuous improvement recommendations
  • Education
  • Bachelor's degree in Business Administration, Retail Management, Hospitality, Luxury Brand Management, Human Resources or related disciplines.
  • Experience
  • Minimum 8 years of experience in Retail Excellence, Learning & Development, Retail Operations or Client Experience within luxury retail, premium retail or prestige beauty.
  • Experience working with international brands and cross-functional stakeholders.
  • Proven experience in coaching and developing retail teams across multiple stores.
  • Key Competencies
  • Retail Excellence & Luxury Client Experience: Strong understanding of luxury retail standards, customer journey design and client experience management, with the ability to translate brand expectations into consistent boutique execution.
  • Learning & People Development: Proven ability to build retail capabilities through coaching, facilitation, competency development and structured learning programmes
  • Stakeholder Management & Communication: Strong influencing and communication skills, with the ability to collaborate effectively with Brand Principals, Boutique Managers and cross-functional teams.
  • Project & Change Management: Ability to lead cross-brand Retail Excellence initiatives, manage multiple priorities and drive sustainable organizational change.
  • Business Acumen: Good understanding of luxury retail operations and business drivers, with the ability to identify capability gaps and translate them into practical improvement initiatives
  • Language: Professional proficiency in English and Vietnamese.
  • Kinh nghiệm: 8 Năm

Benefits

Training

Summary of facts from the official posting. View original ↗

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