Retail Manager (Liquor & Tobacco Duty Free)

LOTTE TRAVEL RETAIL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading travel retail company in Singapore is seeking an experienced Retail Manager to oversee operations across multiple terminals at Changi Airport. This role involves managing the retail team, ensuring service excellence, analyzing sales performance, and maintaining optimal inventory levels. The ideal candidate will have a Bachelor's degree, a strong background in retail management with at least five years of experience, exceptional interpersonal skills, and a passion for customer service.

Qualifications

• Minimum 5 years in travel retail, FMCG managing a large sales team.
• Strong interpersonal, communication skills, and customer service focus.
• Energetic, positive mindset with demonstrated leadership abilities.

Responsibilities

• Ensure effective store performance and management of the retail team.
• Contribute to sales strategy and stock management.
• Monitor KPIs such as sales and inventory control.

Skills

Interpersonal skills

Communication skills

Customer service passion

Leadership abilities

Coaching

Education

Bachelor Degree / Diploma qualification

Tools

MS Office

Job description

ROLES & RESPONSIBILITIES

The main responsibilities for Retail Manager is to ensure the effective performance of the stores through the management of the retail team and the implementation of company policies and procedures. The Retail Manager will lead by example and have a hand’s on approach to the business with high levels of attention to details to maximize sales and profitability.

ACCOUNTABILITY

• Responsible for the travel retail operations for 1 of the terminal assigned out of the 4 terminals in Changi Airport
• Contribute to the business strategy of sales and business development by establishing control and managing stock level to ensure optimal stock par level through analysis of sales figures, trends and forecasting future sales
• Manage store’s merchandising, sales events, and stock management etc.
• Manage point of sales, analyse the performance, propose and implement any improvement actions required
• Responsible for monitoring of KPIs such as sales, manpower turnover / productivity, inventory and loss control etc.

CUSTOMER SERVICE

• Ensure service excellence among the Retail team members according to our Lotte Service DNAs
• Coaching of Retail teams to provide exemplary product knowledge to assist customers with their buying decisions.
• Handle customers’ queries in a professional manner according to the company policy and CAG’s refund policy

INVENTORY MANAGEMENT

• Ensure that the stock level in the store is within the acceptable thresholds and to work closely with the Inventory Planning / Merchandising / Logistics team on stock replenishments and deliveries

LOSS PREVENTION

• Accountable and responsible to investigate and report all loss prevent issues to management.

PEOPLE MANAGEMENT

RECRUITMENT

• Involve in the building and developing retail team with HR department
• Responsible to manage employee’s attrition and absenteeism

COACHING & DEVELOPMENT OF TEAMS

• Manage and ensure all new team members are well trained and Integrated into the new environment
• Work with HR team / Operations Manager on identifying training needs of individual employees
• Coaching of team members to ensure achievements of customer service standards, retail KPIs, sales target and expectations are met consistently.
• Involved in staff grievances and disciplinary actions with HR department to ensure we uphold highest integrity and

PERFORMANCE MANAGEMENT

• Assist the Head Of Operations on team member’s objectives and to monitor / review their performances regularly.
• Conduct annual, half yearly individual performance review with the Operations Manager.
• Provide constructive feedback and constantly provide coaching to the team for improvement
• Develop, identify potential team members, and to propose promotion

MANPOWER PLANNING

• Plan and manage employees’ work schedules, to ensure sufficient coverage at shop floor

OTHERS

• Support any store initiatives. Example: Stock take, store change, renovations, opening and closing of stores etc.
• Any other ad hoc duties assigned.

QUALIFICATIONS & REQUIREMENTS

• Bachelor Degree / Diploma qualification
• Minimum 5 years of travel retail, retail or FMCG in managing a big sales team with high sales voulme and multi stores model
• Strong interpersonal and communication skills
• Strong passion for customer service
• Energetic and motivated with a positive mindset
• Demonstrated leadership abilities
• People orientated with the ability to motivate and coach the team
• Good knowledge of MS office tools