Assistant Counter Manager (Bangkok)
About this position
Responsibilities
• Guide team performance and individual talent development including career paths as well as succession plans for counter staff.
• Conduct performance reviews and provide ongoing feedback.
• Empower team members through coaching and annual appraisals.
• Partner with the Learning team for coaching in client experience, sales techniques, and product knowledge.
• Oversee onboarding programs for new hires in collaboration with the Learning team.
• Facilitate regular communication to ensure collective knowledge among team members.
• Collaborate with the Area Retail Manager and HR to manage employee relations issues and performance feedback.
• Share brand vision and counter challenges, fostering accountability and empowerment.
• Create an ethical, diverse environment that promotes collaboration.
• Drive sales to meet daily/weekly/monthly goals, tracking KPIs and conducting market analysis.
• Proactively recruit, retain, and grow client loyalty in line with CRM KPIs.
• Maintain accurate customer data in the company database according to data protection policies.
• Manage staff schedules to ensure optimal client service and operational coverage.
• Communicate retail stock needs and facilitate smooth incoming shipments.
• Oversee loss prevention activities, including in-store security and inventory management.
• Ensure compliance with operational procedures for sales, returns, and inventory adjustments.
• Supervise the use of SPM, ensuring alignment with company guidelines.
• Manage financial activities, including payroll processing and budget adherence.
• Monitor competition, business trends, and client insights to inform strategy.
• Identify business opportunities and develop initiatives aligned with brand vision.
• Provide ongoing feedback and reporting to the Area Retail Manager to influence strategies.
• Ensure boutique readiness for visits or audits at all operational levels.
• Set high standards for client experience, driving the team to exceed expectations.
• Lead by example on the sales floor, creating personalized client experiences using the CHANEL experience ritual.
• Embrace the omni-channel journey and support the team in adapting to digital shopping trends.
• Co-create stories with clients, blending brand culture with their personal narratives.
• Resolve client service complaints and facilitate product exchanges/refunds holistically to ensure satisfaction.
• Use Client Satisfaction Survey results to enhance team performance and address training needs with the Learning team.
• Provide tools and training for the team to deliver a unique CHANEL client experience.
• Ensure adherence to visual merchandising guidelines, maintaining a clean environment.
Requirements
• Proven experience in retail management or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and market trends.
• Proficiency in CRM systems and retail software.
• Strong organizational and multitasking abilities.
• Passion for the brand and commitment to delivering exceptional client experiences.