Customer Experience And Operations Manager, North Asia

Transformation And Retail Excellence

Primary Accountabilities

• Experienced people leader who is responsible for leading change and transformation projects as well as influencing and collaborating with key stakeholders, in order to maintain retail excellence in stores.
• Ensure the flawless execution of consistent best operation practice and policy across all key areas: Inventory Mgmt, OH&S, InStore Ops, System and Process, Trade
• Leads the planning, implementation and evaluation of consistent, best practice, and globally relevant customer and store experiences for Retail
• Follow the ICX and omnichannel road map and drive the implementation plans in each market across Asia
• Support the store side implementation of retail omni-channel solutions ensuring we have the right resources, guidelines, trainings.
• Establish new guidelines or trainings when needed
• Align roles & responsibilities across various functions when projects are rolled out
• Focus on continuous improvement across all operational aspects of our business including but not limited to: Inventory management, Instore operations processes, Communications, Systems and tools, Store Force (rostering system), OH&S
• Dedicates time in store to understand critical business needs, creates project briefs and delivers the required change
• Advocate for Asia system and process needs and work with our global teams to influence the required changes needed for our scale
• Work with Global, Zone and markets on integration topics when needed
• Be ensuring Asia retail stores are driving growth while maintaining and excellent level of customer experience in store.

Key Experience, Knowledge & Skills Required

• Experience in leading, influencing and developing a team
• Experience in retail operations and continuous improvement
• Strategic thinking – setting up a function for the future