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Head of Retail Pacific North West

ExecuNet San Francisco Full-Time
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The Head of Retail will elevate client experience and service levels while managing the complexity of the COMPANY owned business across the Boutique and Lease landscape in the following markets: San Francisco, Hawaii, Seattle and Guam They will have a solid understanding of how both channels should complement each other and how teams can partner effectively while driving Talent Development within and across both channels.

The Head of Retail will be charged with developing a comprehensive business perspective of each market in the Pacific North West region as well as animating and motivating cross functional regional teams supporting overall Company business, inclusive of collaboration with F&B and WFJ teams. 

Responsibilities and Accountabilities

Leadership & Talent Management

  • Act as voice of respective region, making recommendations to best support all aspects of the retail business (Fashion/WFJ and F&B)
  • Set strategic objectives and vision for boutiques in the region to drive focus on service and increase sales
  • Identify, coach and develop boutique and lease talent; build appropriate succession plans.  Key focus on elevation of leadership capabilities within store management teams
  • Promote clear performance expectations to effectively manage out poor performers while creating recognition programs for high performers
  • Create a culture of performance feedback and support - setting the expectation of daily "in the moment" and well as formalized coaching, training and recognition, grounded in the global vital behaviors and performance drivers
  • Work with HR partners (generalists & specialists) to evolve recruitment and retention practices
  • Partner with Human Resources on all employee related issues

Retail Leadership

  • Provide 360 feedback from respective market in order to understand complexities and opportunities
  • Propose ideas for cross market enhancement
  • Contribute to shaping US retail agenda in partnership with other Heads of Retail and home office
  • Propose ideas for boutique leadership gatherings that are aligned with business and development needs for the future
  • Collaborate with home office teams

Client Development and Service

  • Create a service-driven work environment with clients at the center by motivating and empowering teams to drive business through innovation
  • Ensure boutique service standards by establishing a luxurious selling ceremony, superlative client service, and standardized expectations of client outreach; all aiming at achieving a consistently high level of client service
  • Participate in buying sessions working with Boutique Directors and Merchandising team to customize assortment for each boutiques local clientele and market
  • In partnership with Boutique and Lease in store leadership and home office, develop a strategy for client engagement activities

Market Development/Brand Ambassador

  • Knowledge of the local clientele and communities. Ability to identify and pursue business opportunities within the market and act as local brand ambassador with an entrepreneurial mindset
  • Represent Company in the local markets by identifying opportunities to position brand through  community/charitable involvement, partnerships with local high profile business, as well as social and seasonal events catering to high net worth potential clients

Fiscal Performance Management

  • Ownership of regional P&L and budget input
  • Oversee implementation of business plans working closely with boutique teams and corporate partners
  • Responsible for all boutique expenses for region.  Partner with Finance on budgeting and expense related activities
  • Partner with Retail Performance leaders in order to establish sales plans for boutiques in region
  • Monitor boutique sales, traffic and work with Boutique management to address as needed
  • Oversight and understanding of Retail KPIs: VOC, conversion, cross shop, average value per transaction, units per transaction

Regional Performance Management

  • Responsible for building store and FA sales goals, ensuring that store leadership is coaching to achieve goals
  • Accountable for sales result analysis and action to drive performance
  • Collaboration with Merchandising related to assortment and category performance
  • Leads growth and development of relationship with Department Store Teams
  • Ensures Brand positioning and adherence to visual standards

Business Development

  • Focus on RTW aligned with global Brand strategy
    • Develop partnerships with department store Stylists and private shoppers teams
    • Ensure healthy balance of sales generated by our own team versus sales generated by department store team. Obtain understanding and knowledge of clients “owned” by department store associates
    • Focus on cross selling / styling -> foster collaboration across lease ACC RTW and Shoe teams to promote cross category client journeys. Develop private shopper business

Retail Operations

  • Enforcement of policies, internal control procedures, audit and inventories
  • Partnership with Retail Operations field and home office team

Skills and Knowledge

  • 8-10+ years of luxury retail leadership experience with a keen financial and strategic understanding of the business, preferably in a multi store environment
  • Relationship focused and strong ability to build collaborative partnerships with cross functional teams, peers and boutiques
  • Comfortable with ambiguity and strong ability to multi-task projects in a dynamic, complex environment (multiple boutiques, responsible for large teams)
  • Excellent people leadership and interpersonal skills with proven ability to inspire, develop and empower teams
  • Ability to travel extensively

Recommended skills

Selling Techniques
Performance Management
Retail Sales
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