Responsibilities:

Store Operations & Floor Management

● Assist the Director of Retail Operations on overseeing day-to-day store operations to

ensure smooth floor management, efficient workflow and consistent brand experience

across all 3 floors of the store.

● Implement company policies, store procedures and brand standards.

● Maintain a clean, organized, secure and visually appealing store environment that reflects

the brand image to attract and retain clients.

● Ensure effective execution of opening / closing procedures, cashiering, inventory handling,

product display and daily operational routines.

● Support new product launches, promotions, store events and customer engagement

activities.

Sales Performance & Profitability

● Drive store sales performance by achieving sales targets, service targets and relevant

KPIs.

● Optimize store layout, product display and sales floor arrangement to maximize

commercial opportunities.

● Analyze customer feedback, market trends and competitor activities to identify sales

opportunities and business improvement areas.

● Monitor store sales performance, conversion, average transaction value, customer traffic

and product demand as well as store expenses, inventory efficiency and operational costs

to support budget control and maximize profitability.

Clienteling, CRM & Customer Experience

● Build and maintain strong customer and VIP relationships through effective CRM,

clienteling and follow-up practices.

● Recruit, retain and grow a loyal customer base, including collectors, VIP clients and

high-value customers with customer insights, purchase history and market demand data.

● Handle customer enquiries, escalations and service issues in a professional and timely

manner.

Team Management & Development

● Lead, motivate and develop a high-performing store team.

● Provide coaching, training and performance feedback to strengthen selling skills, product

knowledge, customer service experience and operational discipline.

● Maintain active floor presence and set the standard for professional customer engagement

and team behaviour.

● Develop senior store team members and middle management to ensure effective

delegation and execution of daily departmental activities.

Reporting & Administration

● Prepare and review daily, weekly and monthly store reports covering sales performance,

customer feedback, operational issues, inventory status and team updates.

● Maintain accurate store records, CRM data, transaction records and operational

documentation.

● Report key business observations, risks and opportunities to the Director of Retail

Operations.

● Perform other duties as assigned to support store operations and business needs.

Requirements:

● Bachelor’s degree or above is highly preferred.

● Minimum 5 years of retail experience, with at least 2–3 years in store supervisory or

management capacity.

● Retail experience in luxury, premium, lifestyle, collectibles, TCG, hobby or other high-value

consumer products is preferred.

● Strong commercial mindset with proven ability to drive sales revenue, store KPIs and

profitability.

● Strong CRM and clienteling background, with experience in recruiting, retaining and

developing loyal customers or VIP clients.

● Demonstrated leadership, coaching and people development skills.

● Strong floor management, operational execution and problem-solving abilities.

● Passion for collecting, TCG, sports cards, graded cards, pop culture or collectibles is

preferred.

● Customer-oriented, sales-driven, detail-minded and able to work in a fast-paced retail

environment.

● Strong communication and interpersonal skills with a pleasant and professional personality.

● Fluent in Cantonese, English and Mandarin, ability to communicate in Japanese is a plus

but not required.

● Willing to work retail shifts, weekends and public holidays when required.