Retail Experience Manager

LOJEL

Hong Kong

On-site

HKD 1,200,000 - 1,600,000

Full time

14 days+

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Job summary

LOJEL is seeking a Senior Retail Experience Leader to define and evolve global retail principles across owned stores, shop-in-shops, pop-ups, and distributor networks. You will translate brand narratives into locally relevant in-store experiences while ensuring brand consistency across all touchpoints.

In this role, you will audit store performance with GMs, lead turnover plans, establish KPI frameworks, and guide VM, store design, and training initiatives worldwide.

Qualifications

8+ years in retail experience, visual merchandising, or brand experience roles within premium/lifestyle brands; global exposure required
Proven track record leading teams (VM, training, or retail excellence) and influencing senior stakeholders (GMs, CEOs, distributors, etc.)
Deep expertise in customer journey mapping, VM strategy and optimization, store design, and training program development
Strong project management skills with ability to manage multiple rollouts across time zones and formats
Proficiency in SketchUp, AutoCAD, Adobe Creative Suite, MS Office, Google Suite, and project management tools
Familiarity with 3D visualization tools is a plus
Excellent communication, presentation, and stakeholder management skills
Fluent in English
Cantonese/Mandarin preferred for HK base

Responsibilities

Define and evolve LOJEL's global retail experience principles across owned stores, shop-in-shops, pop-ups, and distributor-managed locations
Translate brand narratives, product stories, and campaign moments into consistent, locally relevant in-store experiences
Serve as gatekeeper of brand consistency across physical retail environments and partner sites
Partner with Regional GMs to audit, benchmark, and improve store performance, including conversion, dwell time, basket size, and customer engagement
Identify underperforming locations and lead turnaround plans through experience redesign, training interventions, and VM refreshes
Establish KPIs and measurement frameworks, including mystery shopping, client feedback, and sales linkage
Direct the Store Projects & VM Manager on seasonal VM guidelines, planograms, window concepts, and fixture innovations
Oversee permanent and temporary retail environments from concept through installation, ensuring quality, innovation, and on-time delivery
Align regional designers and contractors with LOJEL's design standards, materials, and sustainability principles
Guide the Retail Training Manager in building a global training framework covering brand storytelling, product knowledge, selling, and hospitality standards
Roll out scalable digital and in-person training formats aligned with product launches, campaigns, and retail priorities
Develop tools to monitor and improve in-store performance, such as coaching playbooks and feedback loops
Collaborate with Marketing, Product, and Digital on go-to-market plans for product drops and campaigns
Partner with Account Management to ensure distributor-operated stores meet LOJEL's experience and VM standards
Manage external vendors and agency partners for creative development, production, and installation
Own the retail experience budget and optimize spend for ROI and brand impact
Maintain governance over brand guidelines, compliance, and sustainability across retail touch-points

Job description

Define and evolve LOJEL's global retail experience principles across owned stores, shop-in-shops, pop-ups, and distributor-managed locations
Translate brand narratives, product stories, and campaign moments into consistent, locally relevant in-store experiences
Serve as gatekeeper of brand consistency across physical retail environments and partner sites
Partner with Regional GMs to audit, benchmark, and improve store performance, including conversion, dwell time, basket size, and customer engagement
Identify underperforming locations and lead turnaround plans through experience redesign, training interventions, and VM refreshes
Establish KPIs and measurement frameworks, including mystery shopping, client feedback, and sales linkage
Direct the Store Projects & VM Manager on seasonal VM guidelines, planograms, window concepts, and fixture innovations
Oversee permanent and temporary retail environments from concept through installation, ensuring quality, innovation, and on-time delivery
Align regional designers and contractors with LOJEL's design standards, materials, and sustainability principles
Guide the Retail Training Manager in building a global training framework covering brand storytelling, product knowledge, selling, and hospitality standards
Roll out scalable digital and in-person training formats aligned with product launches, campaigns, and retail priorities
Develop tools to monitor and improve in-store performance, such as coaching playbooks and feedback loops
Collaborate with Marketing, Product, and Digital on go-to-market plans for product drops and campaigns
Partner with Account Management to ensure distributor-operated stores meet LOJEL's experience and VM standards
Manage external vendors and agency partners for creative development, production, and installation
Own the retail experience budget and optimize spend for ROI and brand impact
Maintain governance over brand guidelines, compliance, and sustainability across retail touch-points

Requirements

8+ years in retail experience, visual merchandising, or brand experience roles within premium/lifestyle brands; global exposure required
Proven track record leading teams (VM, training, or retail excellence) and influencing senior stakeholders (GMs, CEOs, distributors, etc.)
Deep expertise in customer journey mapping, VM strategy and optimization, store design, and training program development
Strong project management skills with ability to manage multiple rollouts across time zones and formats
Proficiency in SketchUp, AutoCAD, Adobe Creative Suite, MS Office, Google Suite, and project management tools
Familiarity with 3D visualization tools is a plus
Excellent communication, presentation, and stakeholder management skills
Fluent in English
Cantonese/Mandarin preferred for HK base

Core Competencies

Demonstrates expertise in retail experience design, visual merchandising strategy, and training program development, with a strong focus on brand consistency and customer journey optimization. Proven ability to lead teams, manage projects across multiple formats, and collaborate effectively with stakeholders to enhance store performance.

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