[ref. d37145118] Regional Senior Retail Excellence Executive - Bukit Merah

RESPONSIBILITIES

• Develop, localize, and deliver training programs across SEA markets (SG, MY, TH, VN), covering onboarding, product knowledge, selling techniques, grooming standards, VM, and customer experience.
• Identify skill gaps through store visits, performance data, and feedback, and address them through targeted learning initiatives.
• Create engaging training materials (slide decks, manuals, e-learning, videos, etc.).
• Collaborate with Retail and HR teams to implement a structured retail training roadmap.
• Train-the-Trainer: Equip Store Managers or Store-in-Charge to cascade training effectively at the store level.
• Monitor training effectiveness through assessments, feedback, and post-training performance tracking.

• Compile/generate various weekly and monthly performance reports in an orderly and timely manner and follow up on outstanding issues.
• Partner with the Retail Operations team to roll out and reinforce SOPs, operational standards, and store processes.
• Participate in store audits to identify operational or service-related gaps and follow up with corrective actions.
• Support the rollout of retail projects (e.g., new store openings, system/process enhancements).
• Assist in developing operational playbooks and tools that improve store efficiency and consistency.
• Handle customer enquiries via email.

• Champion service excellence across all markets, ensuring Onitsuka Tiger’s service standards are understood and upheld.
• Serve as the point of contact for online/offline customer service enquiries regarding DTC business.
• Support stores in implementing the Customer Experience Framework.
• Develop a structured checklist/system to analyse instore observations and customer feedback, identify improvement opportunities and deliver target coaching.
• Analyse customer feedback (e.g., NPS, in-store observations, mystery shopper reports) to identify areas of improvement and provide coaching.
• Lead or support initiatives that enhance clienteling, service recovery, and loyalty.

• Bachelor’s degree in Business, Retail Management, HR, or a related field.
• At least 3 years of experience in retail training, operations, or store management, preferably within lifestyle, fashion, or premium/luxury brands.
• Strong facilitation, presentation, and communication skills.
• Ability to develop engaging training content (digital and in-person).
• Regional exposure and ability to adapt content across diverse cultures and markets.
• Organized, proactive, and passionate about frontline empowerment and brand experience.
• Strong sense of accountability and responsiveness in managing customer follow-ups.
• Willingness to travel regionally.