Sr. Manager, Retail Operations

Stuart Weitzman is a leading luxury accessories brand that is synonymous with strength in femininity. Defined by an energetic, modern and bold attitude, SW is known for its unique approach to melding fashion, function and fit in every silhouette. The brand’s focus on creating timeless, effortless shoes and handbags that are engineered to empower women with both confidence and comfort has resonated around the world, as SW is now available in all corners of the globe through an array of websites, boutiques and retail partners.

PRIMARY PURPOSE:

Sales Optimization

• Contribute to Retail Field’s goals by developing sales strategy based on key metrics analysis.
• Develop and propose various tactical measures to improve productivity and profitability in the stores. 
• Co-work with Sales Promotion on in-store events.
• Design ad-hoc incentive program and workforce plan to maximize sales productivity.
• Work on floor layout optimization.
• Implement consumer experience tools and work closely with retail team to meet global goal
• To realize above accountabilities, closely collaborate with other corporate functions such as Retail Finance, Business Development, Sales Promotion, CRM, E-Commerce, and HR.

Customer Service Management

• Establish and maintain the highest level of customer satisfaction as monitored through regular customer surveys.
• Maintain an understanding of competitive Customer Service experiences and programs to drive market leading service standards.
• Develop and implement all Customer Service policies ensuring consistent applications of existing policies and execution for new requirements.
• Manage CS issues relating to Repairs and Repair Policy.
• Partner with RT&D to reinforce learning from Customer Service ensuring continued improvement through feedback of learnings including coaching of SA’s to resolve customer issues and complaints.
• Maximize current technology to provide innovative and efficient tools supporting service initiatives.

Retail Operations Management

• Manage all operational process for opening/renewal/closing of retail stores and department store locations.
• Create and manage ongoing communication to all stores and shops and respond to questions as needed.
• Develop, update and enhance standard operational manuals and provide support to ensure implementation and compliance.
• Create forecast for supply needs and manage central ending for all store supply needs (shopping bags, boxes, gift cards, ledger supplies, ribbons etc.).
• Ensure adherence to corporate brand imaging through compliance with dress code standards, music, clearing / housekeeping standards, signage, service standards.
• Organize Store Managers’ Conference.  If assigned to be a Host Country, lead and manage the entire project.
• Partner with Retail and BAMT team to seek PCE opportunity to clear aged stock

Common

• Budget Planning & Cost Management
• Vendor Management
• People Management (Hiring, Coaching & Development, Retention, Performance Management)

QUALIFICATIONS & EXPERIENCE

• University degree
• 10 years of progressive management experience in the retail industry
• Experience in a quality-branded consumer market business
• An ability to work in a collaborative manner
• Excellent written and verbal communications skills in English & Japanese 

• Strong project management skills
• Detail oriented and well organized
• Strong computer skills

Our Competencies for All Employees

• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Building Effective Teams: Blends people into teams when needed; creates strong morale
  and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
• Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Stuart Weitzman is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Stuart Weitzman at www.stuartweitzman.com.