About this role
Retail Operations & Commercial Strategy
Drive day-to-day commercial operations across all retail stores and department store counters to maximize sales performance, conversion rates, productivity, and overall market profitability.
Annual PLA Execution
Lead and manage the annual Performance Level Assessment (PLA) process for the entire retail frontline team; evaluate staff competencies, score individual performance tiers, and map out structured development or improvement plans.
KPI Management & Performance Analysis
Set, monitor, and analyze sales targets, retail metrics, and CRM KPIs. Identify performance gaps and competitor activities to swiftly execute targeted action plans and corrective measures.
Luxury Service & Brand Excellence
Act as the ultimate Brand Ambassador, ensuring all stores strictly comply with TUMI's premium visual merchandising (VM) guidelines, staff grooming standards, and luxury clienteling expectations.
Cross-Functional & Administrative Liaison
Partner regularly with corporate functions (Finance, Logistics, HR, IT, and Marketing) to streamline non-stock support, manage administrative workflows, approve operational logistics, and ensure business efficiency.
Inventory & Merchandise Optimization
Collaborate closely with the Merchandising and Allocation teams to maintain healthy stock levels, provide accurate sales forecasting, ensure timely SKU replenishment, and participate in scheduled stock-takes.
People Management & Talent Development
Lead recruitment, onboarding, ongoing performance appraisals, and retention strategies. Partner with the Training Manager to deliver regular coaching on sales techniques and operational SOPs.
Roster Optimization & Labor Management
Proactively manage store manpower allocation and optimize duty rosters to guarantee full floor coverage—maximizing sales conversion while controlling overtime (OT) expenses and streamlining operational submissions.
Network Expansion & Landlord Relations
Build and nurture strong strategic relationships with landlords and department store buyers; identify high-potential locations for premium store expansion and successfully execute localized marketing activations or roadshows.
Team Leadership & Motivation
Inspire, mentor, and build a highly motivated, collaborative frontline retail team; initiate sales incentives to drive engagement, and establish robust succession planning to cultivate internal growth.
Other responsibilities may be added to the above, which are consistent with the title of Retail Sales and Operations Manager.
4–6 years of experience as a Retail Sales and Operations Manager, with a proven track record of driving sales performance and achieving retail and CRM KPIs. Preferably from Premium to Luxury, or Lifestyle Brands, with hands-on retail experience (both at store and office levels). An entrepreneurial mindset.
Strong expertise in managing landlord relations and coordinating high-impact department store promotions.
Highly energetic and results-driven with a strong sense of urgency and a proven "get things done" mindset.
Strong ability to coach, motivate, and develop store teams to consistently meet and exceed business goals.
Exceptional interpersonal skills coupled with a deep passion for the luxury retail environment.