SAINT LAURENT Senior Retail Excellence Manager, Hong Kong and Macau

Summary

Job Description

ROLE  

This position is based in Saint Laurent Hong Kong office, directly reporting to the Hong Kong, Macau and Taiwan General Manager. Responsible for elevating the retail performance and client experience across the Hong Kong and Macau networks. This role acts as a business partner to the Regional Manager and Store Directors, providing data-driven insights, best-practice tools, and targeted coaching to optimize KPIs, elevate retail standards, and drive consistent excellence in client engagement.

MISSION

Business Performance

• Partner with Regional Manager to design and implement action plans that improve productivity, conversion, cross-selling, and clienteling results
• Formulate monthly/annual sales forecasts, set appropriate targets to facilitate the planning and optimization of P&L
• Monitor and report on store performance trends versus budget and forecast, providing actionable insights to store management teams
• Monitor and review the performance of the retail team, track KPI achievements and actively provide training, performance feedback and action plans as needed
• Analyze conversion rates, customer appointments, traffic, and other productivity metrics to pinpoint growth opportunities and performance gaps
• Partner with corporate function teams to develop monthly initiatives and long-term action plans aimed at improving sales, conversion, and overall store performance
• Maintain regular communication with the senior management, providing insightful reporting on the sales performance, store activities, inventory situations and any other important issues
• Prepare monthly business reviews and implement action plans to achieve sales targets

Operational Excellence

• Collaborate with Store Operations team to identify areas for operational improvements and identify action plans to ensure consistency and excellence across retail stores
• Monitor store performance metrics and implement corrective actions to drive improvements in sales, customer satisfaction, and operational efficiency

• Manage and oversee daily store operations, including but not limited to sales, expense control, staff recruitment, training, inventory management, security, and safety etc.
• Evaluate market opportunities and actively support project management of new store opening/ relocation/renovation 
• Work in close relation with different departments to ensure store staff follow corporate standards, policies and procedures
• Lead and coordinate retail performance projects (e.g., clienteling programs, KPI contests, service refresh initiatives) for both Hong Kong and Macau.
• Support new store openings, client events, and strategic retail activations with operational excellence

Customer Experience

• Liaise with the CRM team to aid in the design, analysis and implementation of client programs and projects across the region

• Drive retail team to maintain positive customer relations and implement related clienteling strategies to develop customer loyalty
• Conduct regular store visits to assess customer interactions, merchandising practices, and overall store environment, providing constructive feedback to retail management
• Analyze customer feedback and market trends to identify opportunities for enhancing the client journey

Training & Coaching

• Partner with Training and Regional Managers to design and deliver targeted training programs for sales teams and Store Directors, focusing on client engagement, product knowledge, and selling skills
• Provide on-the-floor coaching to enhance leadership capability and team motivation

Cross-Functional Collaboration

• Partner closely with Merchandising team to align product strategies with market needs, providing feedback on assortment opportunities based on in-store insights and client preferences
• Work with Visual Merchandising team to ensure store presentations maximize commercial impact and reflect local market dynamics while staying true to brand guidelines
• Act as the bridge between store teams and support functions, ensuring performance feedback flows both ways and initiatives are executed effectively

PROFILE

• Degree holder in Business or related discipline
• Minimum 10 years of experience in retail function, solid experience in fashion retail is preferred
• Demonstrated strong commercial awareness and adapt to a fast-paced environment 
• Clear and persuasive communicator with the ability to influence and collaborate across different functions and levels
• Analytical and problem-solving mindset, ability to translate insights to solutions
• Able to champion new tools and ideas from concept through implementation
• Capable of driving projects independently and taking initiative to improve processes
• Proficiency in Microsoft Excel, PowerPoint and Power BI
• Familiarity with AI-driven analytics tools or innovative retail technologies is a plus
• Excellent command of English, Cantonese and Mandarin

Saint Laurent is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

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