Direct Report to
- B2C Business Operation Manager
 
Main Purpose of Job
- Collaborate with relevant departments to operate boutique well
 
Job Description
Operation Excellence 
· Ensure Boutique operations are accordance to international guideline
· Develop local guidelines for an effective and efficient operating environment, coach and manage teams
· Retail Operation cost budgeting & execution
· New Boutique Open project lead in operation part
· Retail Operation project lead & involvement 
· BTQ Audit management
 
Maximize Customer Experience satisfaction 
· Customer service index analysis & action plans for customer satisfaction 
· Activating the O2O platform & differentiating the BTQ service by providing Unique BTQ experience
· Control BTQ workforce-management for efficiency and productivity based on KRONOS 
· Up-levelling & consistency of boutique service skills of all employees 
· Delivering knowledge of Nespresso and coffee to customers through Bard Class operations
 
Retail Training 
· Training by position level & key theme set-up  
· Establish annual training plan & execute 
· Development and application of training programs to meet retail trends
· Service champion management
 
Visual Merchandising Activation
· Instore VM/DP management according to HQ VM guideline 
· Conduct Campaign/Promotion materials in collaboration with marketing
· Work closely with BTQ Development Team on boutique openings and renovation, representing boutique operations.
· Continue to develop VMD materials and present ideas for customers` special experiences.
 
Enable Results Through Others
· Support & lead each member of the team to achieve work performance
· Maintain a positive and motivated teamwork through active listening and appropriate coaching
· Provide and support diverse growth opportunities for teams to develop personal careers