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Regional Customer And Store Experience Manager

Country : Area Hong Kong Area Hong Kong

Town : Hong Kong

Category : Retail management

Contract type : Permanent

Availability : Full time

Company presentation

Aesop has carefully cultivated a work environment in which our employees are constantly challenged to do their best. Our company is determinedly creative, intelligent and progressive, and nurtures these qualities by employing people who share our passionate interest in design, innovation, and incisive enquiry across all fields.

Our organisational culture is entirely unique, distinguished by an uncommon blend of courtesy, cordiality and intellectual energy. We seek those who can bring a wealth of life experience and inspired ideas to our table.

In return, we provide comprehensive induction and training programmes, and encourage an inclusive culture that nurtures enduring professional relationships. We also appreciate the benefits that flow from our employees' external pursuits.

We raise our bar high at Aesop and never lower it; this is one of the keys to our success and one of the many reasons why people wish to work here. If you would like to join Aesop, we invite you to peruse our current career opportunities.
POSITION PURPOSE
The Regional Customer and Store experience Manager will be responsible to drive the new retail initiatives in Asia markets, managing the roadmap and local execution of all Global and Regional store experience initiatives. This person responsibility will include management, guidance and execution plans enhancing customer experience across stores partnering with regional and local retail, digital, training and customer service teams.
Projects included in scope will cover omni-channel initiatives, clienteling, click and collect, and more projects which are part of the integrated customer experience, impacting customer and operations flow in stores. High expectations are set on knowledge of business processes, customer experience and related systems as well as supply chain processes.

The Regional Customer and Store experience Manager will be ensuring Asia retail stores are driving growth while maintaining and excellent level of customer experience in store.
Run a customer centric eco-system, including clienteling, services and customer journey in store

Leads the development and implementation of the overarching customer and store experience strategy and approach with defined processes and standards of communication to all levels of the field.
Leads the planning, implementation and evaluation of consistent, best practice, and globally relevant customer and store experiences for Retail.
Lead change management during and after launch of new initiatives.
Follow the ICX and omnichannel road map and drive the implementation plans in each market across Asia.
Support the store side implementation of retail omni-channel solutions ensuring we have the right resources, guidelines, trainings.
Establish new guidelines or trainings when needed.
Align roles & responsibilities across various functions.
Responsible for project documentation including project plan, status reports, monitoring of performance
Facilitate project and update meetings and is accountable for overall progress.
Ensure all stakeholders are consulted and are satisfied with each deliverable as it affects their specialist area (Digital team, retail teams, CS teams).
When needed, work with IT and technology teams to ensure that business and IT requirements are captured and documented via partnership with channel and function stakeholders and to ensure the customer facing solutions will deliver the expected customer and store experience.
Ensure project scope is running on track, and escalate issues to key stakeholders where necessary to remove team impediments.
Constantly re-evaluate user/customer experience, performance: Uses data to track, monitor and measure the impact of initiatives tied to the achievement of company and functional goals. Reports on agreed performance metrics and progress, reinforcing accountability and follow through.
Monitors competitive landscape and stays at the forefront of exceptional retail experiences, translating knowledge and awareness into relevant strategies for Aesop in Asia.

Work experience:

Substantial hands on experience in retail with successful implementation references of unique customer experiences.
Experience in retail training and operations with good understanding of store systems and processes in retail stores.
Comfortable with consumer-facing technical solutions and an ability to articulate business as well as operational requirements in daily communications with cross-functional stakeholders.
Experience in setting up successful omni-channel initiatives.

Functional/ Technical Expertise

Good understanding of retail industry and operation principles.


Experience and technical knowledge in omni-channel ecosystem (Ecommerce, CRM, CDP, mobile applications) implementation.
Experience in designing trainings.

Job description

Main Responsibilities:

Capability

Influencing

Involving others, and by doing so, respectfully persuading them to commit to ideas and support outcomes.

  • Uses open-ended questions to explore and clarify issues.

  • Communicates benefits and tailors the approach based on the individual in question.

  • Asks for others' ideas and collaborates to reach a mutually agreeable solution.

  • Persists as needed to gain genuine agreement.


  • Client Focus

    Ensuring internal and external client needs are considered when making decisions.

    • Targets opportunities with the greatest potential for producing results.

    • Establishes challenging goals for self and others to achieve business results.

    • Works tenaciously to overcome obstacles and to meet or exceed goals.

    • Remains self-disciplined, measures progress and evaluates results, re prioritises and manages stakeholder expectations honestly and constructively.


    • Developing Others

      Supporting others to grow and develop.

      • Acknowledges progress, and contributions while emphasising accountability for development actions.

      • Engages and involves to clarify issues and causes and collaboratively develops a plan.

      • Shares suggestions for improvement and expresses confidence in the person.

      • Confirms individual's commitment and buy-in to addressing the performance goals.

      • Establishes action plan and monitors progress and results.


      • Creativity and Change

        Promoting change and creative improvement, and adapting effectively to new approaches.

        • Explains why change is occurring and the anticipated benefits and impact.

        • Reviews processes to determine gaps between current outputs and expected requirements.

        • Generates ideas for creative solutions, analyses the impact of each solution and selects appropriate course.

        • Implements improvements through testing solutions, gathering feedback and modifying solutions as appropriate to ensure effectiveness.


        • Decisions and Direction

          Analysing information and committing to a course of action.

          • Recognises the need for additional information and asks questions to obtain it.

          • Examines data to identify problems, trends, and cause-effect relationships.

          • Generates options for action, develops decision criteria and selects the best course of action.

          • Makes timely decisions and takes action.

          • Involves others and considers their perspectives and ensure buy-in.
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