Job Purpose

To oversee the development of LAB to launch and to be chief in charge to manage the location to meet sales and profitability target. Create a fresh appeal and talk of town giving target customers a convincing reason to shop at the location. Manage and develop the team in order to deliver the business objective.

Key Accountabilities:

In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:

Financial Management

• To develop and communicate the annual business plan and achieve sales and profit targets based on the agreed plans
• To review the business regularly looking at strategic opportunities to grow the business
• To manage the P&L through good financial planning and control of expenses.
• To negotiate with tenants in a thorough and fair manner to secure exclusive ranges, launches, brands so as to maximize sales opportunities.
• To work with tenants to establish a balanced range of merchandise suited to the customer profile of the location. Work together to make recommendations for changes and improvements to maximize sales potential for the tenants in the location.
• To be proactive in understanding the competition and take action to maximize market share.    

Sales & Operations

• To work with the designated leasing agency in taking over the location from the former head tenant to ensure a smooth transition according to plan.      
• To ensure a dynamic tenant assortment after take-over by securing tenants with the right product assortments which align with the new positioning and image of the location.
• To oversee renovation of the location to ensure its completion according to the set schedule, budget and quality standard.
• To manage the property to ensure that it upkeeps the high standard of retail presentation, i.e. Appeal and cleanliness, with timely maintenance by working with the designated management company.
• To ensure visual merchandise presentation in line with VM standards Manual

Marketing

• To develop an aggressive marketing and promotion calendar to maximize traffic of target customers and turnover.
• To work closely with Creative, Marketing & Communication and Visual Merchandise to deliver the correct image to the end customers through the correct communication channels.
• To monitor tenants’ sales performance and, working with tenants, develop brand and tactical marketing plan accordingly
• To carry out market research in order to secure the best tenant mix and to maximize traffic potential.
• To build the customer data base of the location for proactive marketing communication

Relationship Management and Customer Service

• To manage tenant partnership and build strategic relationship to maximize the business potential of the location for mutual benefit of the company and tenants.
• To ensure that the location has the best opportunities for tenants to secure merchandise and promotion exclusivity
• To create and deliver an exceptional standard of customer service far beyond the customers’ expectation.
• To ensure the entire team understands the need to deliver consistent, friendly and responsive service
• To monitor tenants’ staff scheduling to ensure there are sufficient staff available in the retail selling area at all times to provide expected standards of service
• To solicit feedback from customers and share this feedback with respective parties.  
• To monitor the service standards of the location and develop and executive a plan to improve customer satisfaction and increase their loyalty and spending at the location.

Team Leadership

• To demonstrate and reinforce the company Vision and Values at al times and provide the necessary leadership to gain commitment from the team.
• To identify and execute ways to increase team member’s loyalty, satisfaction and pride.
• To provide on the job coaching to ensure that the direct reports are able to meet and exceed the requirements of their roles.
• To identify and facilitate opportunities for additional training for the team.
• To monitor and review performance of direct reports and identify individuals who are ready for promotion or require performance improvement plans.
• To take appropriate corrective action with team members who falls below standard.
• To complete and present performance appraisals based on defined goals and objectives for team members in a timely manner
• To recognize, reward and celebrate success with the team.