Job Details
  • Reference21969_1610306799
  • LocationHong Kong
  • SalaryNegotiable
  • Job TypeFull Time
  • Posted5 days ago
  • ConsultantAdel Leung
  • Consultant emailEmail Adel

Customer Experience Design and Creation

  • Deliver new concepts in light of masterplan strategy and/or Channel Strategy with an aim to transform customer experience
  • Conduct research to gain insight on customer experience trends and incorporate best practices into the design of customer experience
  • Manage sizeable resources effectively to maximize customer satisfaction while optimising return and cost-efficiency to the company

Retail Formatting

  • Plan and develop new retail formats based on targeted segments to deliver a total experience and explore new opportunities to enhance the value proposition of the retail format in line with the Integrated Channel Strategy
  • Help manage the cross functional stakeholder relationships; project plan and implementation
  • Manage the cross functional project team which consists of Marketing, Segment, Property, Procurement, IT, EA, and external vendors to accomplish project objectives in a timely and efficient manner
  • Develop appropriate implementation plans in terms of the user requirements, functionality, governance model, risk mitigation, SOP, and post implementation administration
  • Track project milestones and ensure the project is completed within the budget and the agreed timeline and all project commitments are met
  • Ensure effective collaboration among business units, by reducing 'operation and communication barriers' among work units and promoting cooperation

Retail Network Planning

  • Evaluate the positioning of each branch and our location strategy to execute the Channel Strategy and based on Productivity assessment. Closely work with Property on tenancy negotiation with landlords for new branches, renewal or closures of old branches, after studied with the responsible Branch Retail Managers
  • Work with renovation team on the negotiation with landlords on reinstatement work as well as on the project management of the fitting out of new shop and renovation, on all areas of details, to ensure the design, use of materials fits with the customer experience designed and also complied with license / regulatory requirements, plus meeting the required timelines
  • Take care of all Expenditure Authorisation Proposal (EAP) and funding requirement, business case development, to ensure funding is obtained and timeline is controlled in a tight manner
  • Lead evaluation of the shop performance vs business case to ensure ROI is met

People Development

  • Determine the skills and competence needs of the staff for different concept shops and design the right training program to equip / fill the skill gap
  • Initiate, develop and implement effective people strategies for staff development and retention
  • Regularly keep track on staff's performance using a well-structured scoring mechanism, and work with HR Business Facing team to help staff to breach capability gap through trainings or other functional specific initiatives


  • Lead the team to execute merchandize plan including product sourcing, pricing and inventory management in order to achieve a healthy P&L for the gift shops. Categories include hard goods, gift items, small range of clothing/caps, electronics accessories (e.g. iPhone shell), and daily household products, etc.
  • Manage and give direction to visual merchandizing to be in line with merchandize offering
  • Lead gift shop retail expansion of the business and executes landlord engagement and lease team negotiation per Head of Retail and Telebet's directions
  • Project-manage the new store opening process (process, vendors, property team, and other involved parties) with store operations team
  • Explore co-branding merchandize opportunities with focus on designated target segments in order to drive consumer interest
  • Oversee servicing team to ensure operations efficiency of the gift shops and prudent cost allocation


  • Tertiary education with 10-12 years management experience in people-intensive service-related industry
  • Experience in shop renovation, building ordinance, contractor management.
  • Good understanding and experience in lease management, landlord lease negotiation, shop / retail management, customer experience design end to end from shop design to staff skills requirements.
  • Understanding of the latest customer service / promotion trends and how retail environment can be designed and setup in a way to reach our target customers.
  • Sound knowledge of best practices in the retail and service industry
  • Strong project management skills and be able to lead and drive multidisciplinary campaigns
  • Be a change agent. Sensitive to consumer/retail market trend with ability to identify opportunities and drive and implement changes;
  • Energetic, persistent, independent and creative, highly versatile and willing to take up new challenges
  • Think and plan strategically and think out of the box
  • Excellent inter-personal skills and effective communication skills in both English and Chinese

Interested parties please click "Apply Now" or contact Adel Leung on +852 2833 4108 for more information.