Store Operations Manager - Icon Siam, Thailand

Christian Dior (Thailand) (Khlong San)

Bangkok, Thailand

hristian Dior SE (Christian Dior) is a manufacturer, distributor and retailer of luxury goods. The company develops and sells wine and spirits, perfumes and cosmetics, watches and jewelry, fashion and leather goods. Christian Dior's products portfolio includes champagne wines, high-end still and sparkling wines, spirits, bags and accessories, footwear, jewelry and eyewear products, ready-to-wear products, watches and leather goods. The company also offers make-up and skincare products, fragrances and beauty and body care products. It market its products under Christian Dior, Moet & Chandon, Benefit Cosmetics, TAG Heuer and Sephora brand names. The company has its presence across Asia-Pacific, Europe, the Middle East and Africa and Americas regions. Christian Dior is headquartered in Paris, France.

About this position

The Store Operations Manager at Icon Siam, Thailand is responsible for overseeing the retail operations, ensuring exceptional customer service, managing staff development, and maintaining boutique standards while aligning with the company's strategic goals.

Responsibilities

Key Responsibilities:
• Contribute to making Dior a great place to work and an employer of choice by recruiting, onboarding and engaging Retail Operations Teams in perfect alignment with the Boutique Manager.
• Provide training to all boutique operations teams on systems and procedures.
• Translate the strategic business goals into concrete individual goals, monitor and assess staff performance against their goals regularly to make sure the progress is on the right track.
• Provide individuals goals, consistent qualitative feedback, coaching & evaluation for performance improvement and develop subordinate to the next level.
• Develop a beyond client expectation culture.
• Be a key referent to review all aftersales clients’ requests, boutique KPIs and follow up with administrative tasks.
• Oversee all Retail Performance & Operations projects (Local Market initiatives/ APAC initiatives) for your boutique.
• Dior (In)Sight (Net Promoter Score).
• Care Services (after sales).
• Retail Excellence (Transfer Sell Through, Shrinkage Rate, Online Appointment…).
• Escalate client/boutique issues when urgent/complicated to ensure excellence in service.
• Other adhoc policy & knowledge transfer for the boutique.
• Key boutique owner of all Retail Performance & Operations project and tools.
• Support roll-out on all digital related projects for the boutique.
• Support the Market Operations Manager on management of IT equipment (mobile phones, laptops, iPads).
• Support the Market Operations Manager on IT budget in line with IT requirements.
• Manage all aspects of POS/ Till Payments including distant selling process and guidelines.
• Verify all transactions adhere to local market legal requirements and anti-money laundering standards.
• Clear comprehension & management of all current POS practices, procedures, systems & applications:
• Dior Star/Dior Pay/ Shop in Dior POS System.
• Cash & expenses control.
• Distant Selling process and guidelines.
• Audit systems in place.
• Supervise returns, exchanges, refunds and credit notes.
• Support the Market Operations Manager on all aspects of boutique on contracts, Vendors, orders, invoices within budget & respect of purchasing process in local market (In line with sustainability strategy if applicable).
• Packaging.
• Stationary.
• Dry Cleaning supplies.
• Uniform orders.
• Store refreshments.
• Legal label requirements.
• Support the Market Operations Manager to monitor and review:
• Service quality of external vendors and work on improvement plans.
• Cost control and negotiate with vendors/contractors for better offers.
• Terms & conditions of all contracts to meet company needs and legislation requirements.
• Support & follow up the maintenance requirements and budget for boutique.
• Support the Market Operations Manager in managing adhoc projects and ensure timeline are met.
• Boutique Opening & Closing.
• Relocations and renovation.

Requirements

Requirements:
• Proven experience in retail management or operations.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Knowledge of retail performance metrics and KPIs.
• Familiarity with digital tools and IT management.
• Strong organizational and multitasking abilities.
• Understanding of financial management and budgeting.
• Commitment to customer service excellence.
• Ability to work in a fast-paced environment.