This position is responsible for contributing to the growth and business success of ECCO Retail stores by defining and leading all aspects of ECCO's retail operation excellence – from retail performance, store operations, customer service to VM & Training
The role provides strategic directions to execute store growth plans, maximize profitability, and elevate customer experience across the region. It ensures compliance with ECCO standards, establishes processes and performance measurements, and enables country's retail teams to achieve business goals.
Key Areas of Responsibility:
RETAIL PERFORMANCE
- Partner Head of Omni-Channel and E-Commerce Manager EAP, to prioritize and execute integrated channel strategy across Retail, E-Commerce, CRM, and Loyalty programs, ensuring consistent consumer journey across all touchpoints
- Collaborate with country Retail Operations Team to drive operational standards and sales productivity and channel performance across region.
- Accountable for commercial KPIs and sales revenue budget is met / exceeded consistently in both local and regional level
- Analyze sales performance, retail KPIs and competitor's activities on regional level.
- Establish standardized, management-friendly retail KPI dashboards reporting to ensure consistent monitoring, interpretation, and decision-making across region.
- Partner with the Regional Marketing team to plan and execute retail marketing and visual merchandising (VM) initiatives that drive store productivity, enhance customer engagement across markets, including seasonal campaigns, promotional activities, cross-selling initiatives, special events, and new channel activation programs.
- Partner with Demand Planning team to maintain optimal inventory level, improve stock productivity, execute necessary Inventory liquidation across region to maximize business efficiencies.
STORE OPERATIONS
- Drive & uphold high standard of operational excellence, consistency, and efficiency across all retail channels and markets within the region
- Ensure compliance with Ecco Retail SOP – operation policies and procedures – and ECCO service standards across all retail formats (Stores, Shop-in-Shop, Outlet)
- Maintain and update Retail SOP playbook to ensure operational standards are consistently executed, aligned across region, and compliance with ECCO standards
- Standardize best practice operating procedure covering staff grooming, uniform, customer service
- Support to compile regional Store Design playbook – segmented by retail channel and store tier, to facilitate efficient rollout and consistent brand execution across markets
CUSTOMER SERVICE EXPERIENCE
- Drive consistent, high-quality customer experience aligned with ECCO service standards & guidelines
- Ensure Global ECCO service standards are adopted and localized, incorporating market-relevant customer engagement approaches and sales techniques
- Identify appropriate KPIs measurement tools (CSAT, NPS) & mystery shopping and evaluate customer service effectiveness and satisfaction within region
VM & TRAINING
- Ensure all stores execute visual merchandising, store presentation, seasonal launches, and retail marketing campaigns in accordance with ECCO brand guidelines and store VM standards.
- Establish regional VM standards, POP materials, GWP and display guidelines while driving best-practice sharing and execution across markets to ensure consistency, effectiveness, and cost efficiency.
- Partner with country Training Managers, to develop customer-centric product knowledge and seasonal training programs under respective EAP Training module (Brand History, Seasonal Product Launch, Customer Service) that equip store teams with compelling storytelling capabilities, strong product expertise, and consumer-focused selling techniques.
Requirements:
- Candidate must possess at least a Bachelor's Degree / Post Graduate Diploma / Professional Degree in any field, with strong business acumen and retail math.
- Minimum 8 years of experience in retail operations and retail management, preferably in the retail industry
- Extensive retail work experience with established brand, preferably in footwear, apparel, fashion or fast-moving specialty retailer
- Strong hands-on knowledge of East Asia and the Pacific (EAP) markets, focus on JP & KR
- Strong knowledge of retail operations, business analysis, KPI measurement and set-up
- Ability to operate and direct from a regional role and a cross-functional level
- Possess strong organizational, problem solving, negotiation and resolution skills
- Strong interpersonal and communication skills
- Experienced in SAP and Power BI
- Strong knowledge, experience of Microsoft Office (Excel, Powerpoint)
