Retail Experience Manager

ABOUT THE ROLE

Lead the global vision and standards for LOJEL’s retail experience, ensuring every location delivers a consistent, premium brand expression and exceptional in-store customer journey. This role defines the end-to-end store experience framework, visual merchandising guidelines, and team capability programs, and partners closely with Regional GMs, who own commercial performance, sales targets, and P&L accountability for their markets. The Retail Experience Manager enables conversion, loyalty, and operational excellence through best-practice playbooks, training, and experience audits, while Regional GMs drive commercial execution and results.

KEY RESPONSIBILITIES

Retail Experience Strategy & Brand Consistency

- Define and evolve LOJEL’s global retail experience principles across owned stores, shop-in-shops, pop-ups, and distributor-managed locations.

- Translate brand narratives, product stories, and campaign moments into consistent, locally relevant in-store experiences.

- Serve as the gatekeeper of brand consistency across all physical retail environments and partner sites.

Store Performance & Optimization

- Partner with Regional GMs to audit, benchmark, and uplift store performance (conversion, dwell time, basket size, customer engagement).

- Identify underperforming locations and lead turnaround plans through experience redesign, training interventions, and VM refreshes.

- Establish KPIs and measurement frameworks (mystery shopping, client feedback, sales linkage) to track experience impact.

Visual Merchandising & Store Projects Oversight

- Direct the Store Projects & VM Manager to deliver seasonal VM guidelines, planograms, window concepts, and fixture innovations that elevate shoppability, storytelling, and overall brand equity.

- Oversee and execute rollout of permanent and temporary retail environments (flagships, pop-ups, renovations) from concept to installation, ensuring quality, innovation, and on-time delivery.

- Collaborate with Account Management to align regional designers and contractors with LOJEL’s design standards, materials, and sustainability principles.

Retail Training & Capability Building

- Guide the Retail Training Manager to build a global training framework covering brand storytelling, product knowledge, selling, and hospitality standards.

- Ensure training aligns with product launches, campaigns, and retail priorities: roll out digital and in-person formats for scalability.

- Develop tools to monitor and improve in-store performance (e.g., coaching playbooks, feedback loops, etc.).

Cross-Functional & Distributor Collaboration

- Work closely with Marketing, Product, and Digital to embed retail experience into go-to-market plans for product drops and campaigns.

- Partner with Account Management to ensure distributor-operated stores meet LOJEL’s experience and VM standards: provide guidelines, audits, and support.

- Manage external vendors and agency partners for creative development, production, and installation excellence.

Budget & Governance

- Own the retail experience budget (VM production, training programs, store projects): optimize spend for ROI and brand impact.

- Maintain governance on brand guidelines, compliance, and sustainability across all retail touch-points.

WHAT YOU BRING

- 8+ years in retail experience, visual merchandising, or brand experience roles within premium/lifestyle brands, global exposure required.

- Proven track record leading teams (VM, training, or retail excellence) and influencing senior stakeholders (GMs, CEOs, distributors etc.).

- Deep expertise in customer journey mapping, VM strategy and optimization, store design, and training program development.

- Strong project management skills with ability to manage multiple rollouts across time zones and formats.

- Proficiency in Sketchup, AutoCAD, Adobe Creative Suite, MS Office, Google suite, project management tools. Familiarity with 3D visualization tools is a plus.

- Excellent communication, presentation, and stakeholder management skills: fluent in English (Cantonese/Mandarin preferred for HK base).

SUCCESS METRICS

- Brand consistency scores across audits and mystery shopping.

- On-time, on-budget delivery of VM and store projects.

- Distributor compliance with LOJEL experience and VM standards.

- Training completion rates and post-training performance uplift.

- Improvement in store-level KPIs (conversion rate, average transaction value, dwell time) together with Regional GMs.