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Store Manager

Hong Kong



Job Purpose: 

To deliver an exceptional Pedder Group experience for every customer and to achieve optimum results by managing the day to day operations of the stores and leading and developing their team to execute outstanding standards, build sales, implement company policy and control costs.

Key Accountabilities:

In addition to following Pedder Group’s policies and procedures, key accountabilities include, but are not limited to:

Customer Service

  • Deliver consistent, friendly and responsive service and ensure the Pedder Group standards of service are consistently executed at all times
  • Ensure there are sufficient staff available in the retail selling area at all times to provide expected standards of service and to build the business on all day parts
  • Collect feedback from customers and share this feedback with manager/other appropriate people
  • Build the database and actively communicate with the VIP customers of the Department
  • Handle and resolve customer complaints efficiently and courteously to the satisfaction of the customer

Team Leadership

  • Demonstrate and reinforce the Pedder Group Purpose and Vision at all times and provide the necessary leadership to gain commitment from retail sales team
  • Identify and execute ways to increase employee’s loyalty, satisfaction and pride with the Pedder Group experience
  • Enforce, and educate teams on all appropriate HR policies, labour laws, security and safety procedures
  • Monitor the training of new hires based on training manual and procedure manual to ensure they meet the required standards in all aspects of their job within their probation period
  • Provide on job coaching to ensure all staff are able to meet and exceed the standards and people management requirements of their role
  • Manage performance of team on a daily basis and take appropriate action with those who fall below standard
  • Complete and present performance appraisals based on defined goals and objectives for their employees in a timely manner


  • Achieve agreed monthly sales and average transaction value targets for area of responsibility
  • Communicate sales targets and achievement against targets to the sales team
  • Be proactive in identifying selling opportunities that will help achieve the sales targets
  • To effectively support and execute company promotions to maximize sales potential and profit within their area of responsibility
  • Communicate regularly with warehouse and follow agreed procedures to ensure smooth distribution of merchandise at all times
  • To ensure the effective and timely transfer of stock to maximize the merchandising and selling opportunities in store

Product Knowledge

  • Provide the customer with product information that will enable them to make an informed decision about the item they wish to purchase
  • Communicate confidently the unique selling points and the features and benefits of the product
  • Actively use this product knowledge to provide mix and match ideas for the customer and to up-sell to maximize the sales value
  • Provide market intelligence on competitors, other promotions and cultural information
  • Identify and facilitate opportunities for additional training in product knowledge and mix and match to maximize the selling opportunities of each member of staff


  • Ensure daily housekeeping standards are maintained at all times through regular checks and on job training
  • Ensure visual merchandise presentation in line with VM Standards Manual is adhered to
  • Monitor receiving of new stock and stock on hand situation closely
  • Prevent stock and pilferage by being alert and security on potential issues
  • Ensure cashiering function is performed to a high degree of accuracy
  • Ensure stock is continually replenished to ensure a full range of items are available for the customer


  • Retail operations experience, preferably with experience in shoes, handbags and accessories
  • Proven track record in managing luxury brands and sales generation
  • Strong business acumen and excellent analytical skills and detail-oriented
  • Passionate about fashion
  • Dynamic team player with ability to positively motivate staff and network to build relationships
  • Energetic and flexible to work in a fast paced and dynamic environment
  • Excellent verbal and written communication skills in both English and Chinese
  • 5+ years experience in luxury retail with at least 2+ years as Store Manager

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