Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry.
Overview:
Reporting to the Retail Excellence, Training and Operations Director, the Global Retail Performance Manager is a key position in monitoring evaluation and improving retail KPIs and sales.
This role will be responsible for the Retail Excellence guidelines execution and activations to lead sales teams ensuring that there is a high level of performance and development.
This role will work closely and partner with other departments specifically; Retail, Finance, Buying, CRM, Training, Clienteling, and Retail Operations.
The Global Retail Performance Manager will work in partnership with these functions to propose and implement initiatives while ensuring consistency with the overall image of the Stella McCartney brand in accordance with the corporate guidelines.
Your Mission:
To partner and work collaboratively with Retail, Finance, CRM, Buying, Training, Clienteling and Retail Operations to holistically define strategic actions and implement those actions to boost sales.
To monitor the monthly target and KPI achievements of each store globally. Liaise with the Retail Managers to propose and implement actions which will result in Store performance improvements on a qualitative and quantitative level.
To ensure that staffing is in line with the respective store's customer traffic and support increase in customer conversion rates.
To manage the implementation delivery and follow-up with the overall Retail Excellence initiatives and special projects, specifically monthly incentives and ad hoc store contests.
To effectively manage and be responsible for sharing best practices on KPIs and target achievements within the WW retail network, nurturing a learning-by-example culture in the stores.
To implement and effectively manage Retail Excellence standards in accordance with brand guidelines to ensure consistency with the overall image and service standard of the Stella McCartney brand.
To recommend value added activities that will increase individual UPT, promotes cross-selling of categories, increases retention and return rates of clients.
To analyze the Customer Experience Evaluation processes (NPS) and work, together with the local Retail teams on strategic action plans to influence change, to manage all necessary actions and ensure that there is a follow-up between the manager and the client (where applicable).
To be strategic and work autonomously on project delivery to ensure that we are looking at long term opportunities to ensure we are future proofing the retail sector of the brand.
To provide regular in-depth analysis of outliers (overperforming and underperforming stores) and work with the regional action plan to improve the performance.
To partner with CRM, Client Development, and Operations Teams to train store staff on new digital tools and be responsible for the run phase following the training.
To partner with the global and local Training teams to promote training to store staff to ensure quality service and the customer journey is well-maintained within all stores.
To enhance the Retail Excellence standard and culture within the brand.
To stay abreast of techniques, customer service experience and other retail excellence practices in LVMH as well as other competitors in the industry so we are aligned with LVMH practices.
Your Talent:
Experience in corporate retail within international luxury brands.
Possess high level of commercial acumen, self-initiative, combined with a drive for results.
Is an active collaborator and team player.
Thrives in a fast-paced multicultural environment, has the ability to work across multiple projects and takes a solution driven approach to their work.
Has the ability to quickly build relationships, credibility and work effectively in a team-oriented environment.
Quick learner, is able to understand and implement new projects easily and rapidly.
Has the ability to understand both Head Office and Boutique's priorities, strengths and challenges.
Self-motivated, has a proactive can-do attitude, is open minded and has a willingness to learn.
Detail-oriented mindset with a focus on accuracy and quality.
Able to prioritise tasks and identify quick wins.
Excellent interpersonal and communication skills (both written and oral).
Strong presentation and training skills: animation to bring the Stella McCartney storytelling to life.
Strategic thinker and has strong analytical skills.
Works professionally and handles confidential information discreetly.
Flexible with hours and able to travel when necessary.
Fluent in written and spoken English and Italian.
Strong skills in Microsoft Office Software, must be proficient in Microsoft Excel, Microsoft Outlook, Microsoft Word and Microsoft PowerPoint.
Has an interest in digital initiatives (desirable not essential).
We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview.
At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate.
As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do.
Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.
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