Assistant Manager, Retail Excellence

Responsibilities: 1. Brand Compliance, Service SOP & SOP Governance Act as a key coordination point with brand partners on brand guidelines, service standards, operational requirements, audit expectations and implementation updates. Translate brand guidelines and service expectations into practical internal SOPs, workflows, checklists, templates and frontline communication materials. Develop and refine service SOPs covering the customer journey, greeting, needs discovery, product presentation, client handling, service recovery, complaint escalation and post-visit follow-up. Maintain proper documentation control, version updates and internal communication to ensure SOPs remain accurate, current and frontline-friendly. Coordinate implementation of brand requirements and ensure relevant store teams understand the required procedures and execution standards. Monitor compliance-sensitive content and highlight execution risks, gaps or recurring non-compliance issues to management. 2. Retail Service & Operations Process Improvement Review and streamline store operating procedures across customer experience, sales flow, aftersales coordination, stock handling, allocation follow-up, reporting and audit readiness. Identify process gaps, duplicated work, unclear ownership or execution bottlenecks, and recommend practical workflow improvements. Work with Retail Management and Store Management teams to implement operational enhancements consistently across boutiques. Support retail projects and business development initiatives requiring cross-functional coordination, operational mapping or frontline implementation. 3. Business Analysis & Market Research Analyze store performance, sales trends, traffic, conversion, clienteling activity, service scores, stock movement and other relevant retail indicators. Conduct market and competitor research covering luxury watches, customer behaviour, retail trends, pricing signals, service benchmarks and local market developments. Prepare structured business reports, management summaries and recommendations to support business development, retail productivity and operational improvement. Translate fragmented business inputs from stores, brands and internal teams into clear insights, action plans and follow-up priorities. Support dashboard, tracker or reporting tool development using Excel, Google Sheets or other business intelligence tools where applicable. 4. Store Follow-up, Coaching & Execution Monitoring Conduct regular store visits, supervisory follow-ups service coaching and role-play sessions to ensure brand guidelines and internal SOPs are properly applied. Monitor frontline execution quality, service standard adherence, compliance observations, audit outcomes and action plan closure. Provide clear feedback to store teams and follow through with corrective actions, process clarification or escalation where required. Requirements: Bachelor’s degree in Business Administration, Retail Management, Operations Management, Business Analytics / Data Analytics, HRM or a related discipline. Additional training in retail operations, luxury service, will be an advantage. 6-8 years of relevant experience in luxury retail operations, retail service excellence, retail training, business analysis, service operations, brand compliance or project coordination. Experience in luxury watches, jewellery, luxury fashion, premium retail, hospitality or other service-intensive environments is preferred. Solid understanding of luxury retail service flow, customer journey, frontline service standards and service recovery process is highly preferred. Hands-on exposure to SOP development, process documentation, brand compliance, audit follow-up, store execution monitoring or cross-store operational rollout is essential. Prior experience as Retail Operations Executive / Assistant Manager, Retail Excellence Executive / Assistant Manager, Retail Trainer / Service Excellence Executive, Retail Business Analyst, Assistant Boutique Manager or similar role will be highly relevant. Interested parties, please send your detailed resume with expected salary by clicking "Quick Apply". Data collected will be used for recruitment purpose only.