Role purpose The RBM is responsible for driving the performance of the business to maximize results and the achievement of Key Performance Indicators (KPIs). Recruit, lead, develop and motivate the teams to drive individual and team performance, whilst fostering a strong sense of communication and openness, in line with Aesop's culture and values. This role is also responsible for the consistent delivery of the Aesop customer service experience and operational excellence, striving to achieve the highest standards possible. The RBM develops the reputation and profile of the Aesop brand through stores and counters by building the customer base, with the assistance from teams, and developing productive relationships and partnerships in local communities. A key conduit between Office and the stores, the RBM builds effective relationships and facilitates excellent communication throughout the company. Role responsibilities include, but not limited to– Customer Experience •Drive the quality of the in-store customer experience by communicating, in-store coaching and training team on Aesop's approach to hosting, customer service and consultations, in order to build enduring relationships with customers •Gather insights from customers, communicating them to Office to shape future retail strategy •Advocate digital channel and contribute to driving a seamless online and offline shopping experience Brand Management •Drive the quality and standard of brand execution within stores including store environment, product presentation and staff presentation •Drive the implementation of marketing and promotional activities to a high standard •Identify opportunities to build and maintain relationships within local communities to drive brand awareness and sales Financial Management •Monitor monthly P&L statements, and review weekly sales, Consultant and product performance, to identify and implement strategies to manage controllable expenses and drive profitability in stores •Build Store Manager capability in analyzing and understanding the performance data, and taking improvement action •Review inventory management processes, supporting Store Managers in minimizing stock loss, and conducting effective stock-takes •Drive a culture of cost awareness Business Development •Drive sales performance through identifying opportunities by proactively build and develop new and existing business relationships where possible •Collaborate with the business development team to manage amenity and wholesale accounts to ensure standards are met and sales maximized •Build workforce plans for store cluster that maximize productivity within wage budgets, and support to build efficient rosters •Analyze product mix, best sellers and benchmark with comparable stores Leadership and Development •Actively motivate teams by providing positive feedback, recognizing achievements, celebrating successes, and team-building activities •Lead the recruitment of Store Managers and support in recruiting and retaining best in class and diverse Consultants for the stores •Support in addressing training requirements and partner with Retail Training team for conducting trainings, holding performance conversations, and wages administration •Initiating open and honest conversations with Store Managers for their personal development Communication •Liaise between stores and Head Office to ensure issues are escalated and addressed, and actively support directives from Head Office in an effective and timely manner What we are looking for •Bachelor and above is preferred •Solid retail operation experience with proven track record in people management, strong relationship management and collaboration •Experience in multi-site management (cosmetic industry is preferred) •Excellent commercial acumen •Accomplished at team building, motivation and development •Ability to coach and provide feedback on performance •Strong leadership skills