Guerlain - Retail Development & Performance Manager (Tokyo)

Position

His/her role is to accompany, propose and implement the retail strategy. He/she orchestrates the retail operational activation within the Area Managers at POS Level. He/she contributes to the development of the Department Stores, Boutiques and Multi-brands Stores network, improving performance (Sell Out, KPI’s, Client Lifetime Value, Client Experience), leads project implementation, set Guerlain retail standards, handles all operations (store handbook, audit, personalization, etc).

He/She will contribute to the development of any new distribution where Guerlain should develop it business

Regularly present in stores to implement and improve our tools and processes.
Partner with business (Area Managers, Store Managers, Counter Managers, Sales Director, Education team, Marketing team, Finance Team) and HQ stakeholders to deliver projects which improve the efficiency of Retail teams and the client experience.

He/she reports to National Sales Director.

 

RETAIL PERFORMANCE MANAGEMENT

• Challenges and provides input to Retail budget constructs (SO, KPI’s, P&L)
• Benchmark retail results (PDM, Ranking) Follow up and analyze the retail perf indicators at Market / POS Level
• Analyze the ROI of the retail perf tools with a qualitive and quantitative approach with all the project leader within the team.
• Coordinate the report of the field adoption of all the tools of the retail performance and collect best practices and work with team project leaders on action plan.
• Deliver Retail Scorecard; organize calls and seminar to accompany them to improve their performance.
• Contributes to the business partners in building the store activation plan: product launch platforms, booster plans, in-store services, team planning, etc.
• Ensures our 360° alignment with Guerlain's Retail strategy.
• Is the point of contact for the HQ and ensures the implementation of HQ guidelines in the operated markets.
• Follows up and proposes action plans with Retail teams on customer experience monitoring (NPS / Mystery Shopping) in collaboration with Education Team.
• Manage Clienteling activation (campaigns, dashboard, action plan with Retail Teams, VIC)
• Implement and train with Education on Retail Performance thanks to training modules related to Retail Excellence.

Job responsibilities

(continuing)

RETAIL OPERATION MANAGEMENT

• Implements and animates communication tools for stores (newsletters, action box, Master Planning, Quotas Managerment)
• Sets up and improves all POS operational processes: Personalization (engraving machines; A&M, etc.), filling processes, etc
• Supports Archi / Merch teams on POS ergonomics and associated efficiency: (Stock / Storage / Cash / etc.)
• Setting up and monitoring service providers : Counting system, Engraving machines, Music Work, Delivery To Home, etc.)
• Process & Audit, Adapts & Updates the Store Handbook every year
• Assists Area Managers with POS openings (retroplanning, RACI, etc.)

DISTRIBUTION STRATEGY

• Checking productivity and profitability per door to challenge current distribution and align action plan with Area Managers(closing, renegotiation)
• In charge of all tools needed to pitch new spaces, any Haute Parfumerie introduction
• Leader of HQ/CAPEX presentation to validate any project

RETAIL MARKETING OPERATION

• Supporting Retail Marketing specialist to pitch, organize, prepare, pitch High Profile Promotion (HPP) and SPP (Small Profile Promotion)and analysis of postmortum trade animations
• In charge of Trade Animation strategy and pitching to secure HPPs, SPPs and Pop ups.

NATIONAL AMBASSADOR STRATEGY

• Identifying the needs of Boutiques, Department Stores, MBS, Pop Up, PR events and Customers
• In charge identifying the tools needed by National Ambassadors to perform
• Creating Career paths for National Ambassadors and to become National Ambassadors

OVERALL MANAGEMENT RESPONSIBILITIES

Work to enrich customer journey and improve retail efficiency, work closely with Marketing, Digital Teams, Education, Finance & IT to build and implement new omnichannel services within our operations systems, formalize and communicate operational procedures.

Improve processes. As a key contact of HQ, you will look for opportunities to optimize and improve field team efficiency.

Represent the Client and the Field. You will act as the voice of the field to ensure that Client Experience and the needs of the field teams are always at the forefront.

Champion the vision. You will ensure that strategies delivered by top management are delivered to the field teams. You will create workshops and seminars with Retail Managers to ensure the teams accept the values of these strategies and understand how to change their processes accordingly.

Profile

Experience needed :

• Business school degree or university degree / business management or engineering school.
• Ideally 5 years’ experience in a Retail environment and/or Consulting Agency specialized in Retail project & tools implementation.

Know-how:

• Strong project management and analytical skills, ability to analyse structure and synthesize ideas
• Strategic approach and business acumen: reflect from multiples perspectives and with diverse stakeholders (management committees, country and region directors, retail teams).Great networking skills in a professional and intercultural context with a great sense of collaboration across functions
• Ability to convince, animate and motivate very diverse retail teams
• Proactive mindset: ability to innovate, introduce new ideas, promote change.
• Empathy: great listening and adaptation skills
• Fluent in English

 

You are positive, solution-oriented and enjoy taking on challenges with energy and passion. You are a true team player and are generous in sharing your experience to move projects forward. You are daring and like to surpass yourself!