PURPOSE & IMPACT ON ORGANIZATION

Drive the store’s commercial success and profitability by:

• Meeting or exceeding store sales, productivity, and profit targets.
• Managing all store resources effectively to deliver a leading customer and brand experience.
• Leading and developing a high-performing, customer-focused store team.
• Ensuring operational excellence through effective workforce planning, stock management, product availability, and execution of established policies and procedures.

KEY RESPONSIBILITIES

1. Commercial Performance

• Take full ownership of the store and its commercial success.
• Deliver sales, productivity, and profitability targets through effective execution of the store strategy.
• Monitor and analyze store performance and key retail KPIs, including sales, Conversion Rate (CR), Units per Transaction (UPT), and Average Transaction Value (ATV).
• Use commercial, customer, and operational data to identify opportunities, challenge the status quo, and drive continuous improvement.
• Develop and implement clear action plans to address performance gaps, partnering with the District Manager and Retail Back Office teams as required.
• Ensure the legal and financial integrity of the store.

2. Operational Excellence

• Lead end-to-end store operations in a systematic and efficient manner, in line with established policies and procedures.
• Oversee back-of-house (BOH) operations, inventory control, stock accuracy, cash management, loss prevention, and overall store readiness.
• Drive product availability, replenishment, and product planning to maximize commercial opportunities.
• Ensure merchandise deliveries are processed efficiently and products are made available and accessible to customers in a timely manner.
• Lead workforce planning, scheduling, and staff deployment to ensure appropriate coverage based on customer traffic, business needs, and operational priorities.
• Ensure consistent execution of SOPs, safety requirements, and operational standards.
• Identify and implement opportunities to improve operational efficiency and store productivity.
• Maintain a safe, secure, and productive shopping and working environment.

3. Customer & Brand Excellence

• Deliver consistently high customer service standards and a leading shopping experience.
• Lead service by example and maintain a strong leadership presence on the sales floor.
• Ensure effective management coverage on the sales floor, with clear focus on customers, selling, and team performance.
• Create strong customer engagement and positive team energy, particularly during peak trading periods.
• Ensure consistent execution of Visual Merchandising (VM) and In-Store Communication standards across the store.
• Ensure all brand standards and directives are properly executed and maintained.
• Act as a Brand Ambassador by consistently demonstrating the Brand Attitude and Values.

4. People Leadership & Development

• Build and lead a high-performance store team by setting clear expectations, monitoring performance, and providing timely coaching and feedback.
• Coach store team members on customer service, selling skills, product knowledge, and commercial KPIs.
• Ensure all team members are trained on foundational and seasonal brand and product knowledge.
• Lead the recruitment, onboarding, training, and development of store team members.
• Actively manage performance and address performance gaps in a timely and constructive manner.
• Partner with the District Manager to identify and develop high-potential employees and strengthen the retail talent pipeline.
• Ensure adherence to all applicable HR policies and procedures.
• Foster an inclusive, collaborative, and accountable working environment.

5. Stakeholder Management

• Work closely with the District Manager and relevant support functions to address commercial opportunities and operational challenges.
• Build effective relationships with customers, vendors, mall management, and internal support functions, including Visual Merchandising, Human Resources, and Facility Services.
• Share best practices and contribute to improving the collective performance of stores across the district.
• Complete all applicable training programs and effectively apply learning on the job.
• Seek coaching and learning opportunities to continuously improve individual and store performance.

KEY RELATIONSHIPS

• Customers
• District Manager and Retail Leadership
• Store Leadership Team and Store Employees
• Retail Back Office and Support Functions
• Visual Merchandising
• Human Resources
• Facility Services
• Vendors and Service Providers
• Mall Management and Local Administration

KNOWLEDGE, CAPABILITIES & EXPERIENCE

• Strong commercial acumen with the ability to analyze sales, CR, UPT, ATV, productivity, and profitability and translate insights into actions.
• Strong knowledge of retail operations, including BOH management, inventory and stock accuracy, replenishment, product availability, workforce planning, cash management, and loss prevention.
• Proven ability to lead, coach, and develop a diverse retail team and create a high-performance culture.
• Strong customer orientation with demonstrated ability to improve service standards and the overall shopping experience.
• Ability to manage multiple commercial and operational priorities in a high-volume and complex retail environment.
• Strong planning, analytical, problem-solving, and decision-making capabilities.
• Strong understanding of Visual Merchandising and brand execution standards.
• Effective communication and stakeholder-management skills.
• Ability to lead through Assistant Managers, supervisors, and other store leaders in a large-format retail environment.
• Good proficiency in Microsoft Excel and other Microsoft Office applications, including PowerPoint, Word, and Outlook, with the ability to use Excel for sales and operational analysis, KPI tracking, workforce planning, and reporting.

MINIMUM QUALIFICATIONS

• Minimum 5 years of retail experience in a customer- and commercial-focused environment, preferably within sports, fashion, lifestyle, or another high-volume retail business.
• Minimum 2 to 3 years of Store Management or equivalent senior retail leadership experience, with demonstrated accountability for commercial and operational performance.
• Experience managing a large-format, high-volume, or flagship retail operation is highly preferred.
• Proven experience leading and developing a sizeable retail team, including Assistant Managers, supervisors, or other store leaders.
• Demonstrated experience managing key store KPIs, including sales, CR, UPT, ATV, productivity, and profitability.
• Strong experience in workforce planning, inventory and stock management, and retail operations.
• Strong numeracy, analytical, and verbal communication skills.
• Good proficiency in Microsoft Excel and Microsoft Office applications.
• Good working proficiency in English and Vietnamese.