Retail Excellence Assistant Manager

ECCO; Singapore; Remote; SGD 120,000 - 180,000; Full time

Job summary

ECCO is seeking a Retail Excellence Assistant Manager for the East Asia Pacific region. The role drives adoption of Retail Excellence standards, programs, and best practices to unify operational consistency, customer experience, and KPI governance across markets.

Working with the Regional Retail Excellence Manager, you will bridge regional strategy and market execution to ensure sustainable rollout and improvement across ECCO stores and channels in EAP.

Qualifications

• 6+ years in Retail Excellence, Operations, or Customer Experience.
• Experience across multiple markets or stores is an advantage.
• Strong knowledge of retail standards, SOPs and KPI governance.

Responsibilities

• Support rollout of Retail Excellence programs across EAP markets.
• Collaborate with market teams to improve standards and execution.
• Maintain KPI dashboards and monitor key retail metrics.
• Uphold ECCO SOPs and service standards across formats.
• Contribute to training, VM standards, and store presentation.

Skills

Retail Operations

Customer Experience

Analytics & Diagnostics

Coaching & Training

Stakeholder Management

Excel

PowerPoint

SAP

Power BI

Tools

SAP

Power BI

Excel

PowerPoint

Job description

The Retail Excellence Assistant Manager, EAP supports the implementation and continuous enhancement of ECCO's Retail Excellence framework across the East Asia Pacific (EAP) region. The role is responsible for driving the adoption of Retail Excellence standards, programs, and best practices that strengthen operational consistency, retail capabilities, customer experience, and KPI governance across markets.

Working closely with the Regional Retail Excellence Manager, the position acts as a bridge between regional strategy and market execution to ensure effective implementation and sustainability of Retail Excellence programs across EAP markets.

Key Areas of Responsibility:

1.RETAIL EXCELLENCE DEPLOYMENT

• Support the rollout and execution of Retail Excellence programs across EAP markets.
• Collaborate with market Retail Operations teams to improve operational standards and execution consistency.
• Drive adoption of Retail SOPs, operational standards and best practices.
• Support implementation of Retail Excellence initiatives across Retail, Customer Experience, Training and Visual Merchandising.
• Assist in identifying capability gaps and improvement opportunities across markets.

2.RETAIL PERFORMANCE & KPI GOVERNANCE

• Support development and maintenance of Retail KPI dashboards and reporting frameworks.
• Monitor key Retail KPIs including traffic, conversion, ATV, UPT, productivity and profitability.
• Conduct retail performance reviews and identify operational improvement opportunities.
• Support performance diagnostics and recommend best-practice solutions to enhance store productivity and execution standards across markets.
• Drive data-driven decision making through consistent KPI analysis and reporting.

3.STORE OPERATIONS & COMPLIANCE

• Support & 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)
• Support, Maintain and update Retail SOP playbook to ensure operational standards are consistently executed, aligned across region, and compliance with ECCO standards
• Roll out, 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

4.CUSTOMER SERVICE EXPERIENCE

• Support deployment of ECCO customer experience standards.
• Monitor customer service performance and customer feedback metrics.
• Identify improvement opportunities to elevate in-store customer experience.
• Support implementation of customer-centric selling behaviors and service standards.

5.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.
• Support 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.
• Support Markets, 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.

Preferred Experience

• Minimum 6 years of experience in Retail Excellence, Retail Operations, Retail Training, Customer Experience, Visual Merchandising, or Store Management.
• Experience within footwear, apparel, fashion, lifestyle or specialty retail industries preferred
• Strong understanding of retail operations, customer experience and store productivity drivers.
• Experience in training, coaching and frontline development.
• Experience supporting multi-store or multi-market operations is an advantage.

Skills & Attributes

• Strong retail operations and customer experience knowledge.
• Strong analytical and business diagnostic capabilities.
• Ability to influence without direct authority.
• Demonstrated coaching and capability-building skills.
• Strong communication and stakeholder management skills.
• Organized, proactive and execution oriented.
• Comfortable working across both Regional and Market environments.
• Strong Microsoft Excel and PowerPoint skills.
• Experience with SAP, Power BI or similar reporting tools.