Business Performance Manager

Role Overview

The Brand Manager plays a key role in driving operational excellence, sales performance, and sustainable growth across the assigned boutiques.

Working closely with Boutique Managers, you will combine sales and operational data with frontline insights to identify opportunities, address performance gaps, and enhance the client experience. You will also support the General Manager in exploring new business opportunities and assessing the effectiveness of retail strategies and initiatives.

The role is responsible for ensuring that all retail activities, processes, and initiatives comply with applicable legal and regulatory requirements, internal controls, and audit standards.

 

Key Responsibilities

Business Performance

• Monitor and analyse sales performance across individual boutiques, identifying trends, strengths, and areas for improvement.

• Present actionable insights to management and recommend short- and long-term strategies to strengthen business performance.

• Identify barriers to achieving business objectives and work with relevant teams to implement effective solutions.

• Evaluate the impact of new strategies and initiatives on sales results, operational efficiency, and the client experience.

Retail Operations

• Oversee the delivery of a consistent, high-quality client experience across all assigned boutiques.

• Partner with Boutique Managers to establish performance targets and regularly assess team and individual achievements.

• Develop and implement initiatives to improve sales performance, service standards, and operational effectiveness.

• Coach, mentor, and motivate watch specialists to achieve both qualitative and quantitative objectives.

• Ensure retail operating procedures meet internal control and audit requirements.

Business Development and Growth

• Support the General Manager and collaborate with Boutique Managers to identify growth opportunities across the retail network and within individual boutiques.

• Execute business plans and proposals in line with the company’s strategic priorities.

• Assess the effectiveness of business initiatives and their contribution to long-term growth.

Projects and Change Management

• Lead retail projects and initiatives, coordinating input and participation from relevant stakeholders.

• Build cross-functional alignment to support effective implementation.

• Establish appropriate change management plans to facilitate the adoption of new processes and initiatives.

Key Performance Indicators

• Achievement of sales and gross profit targets.

• Performance against growth metrics, including customer experience management (CEM) data and digital leadership objectives.

• Google My Business review results.

• Internal and external Client Experience Evaluation (CEE) scores.

• Progress in continuous professional development and online learning.

 

Requirements

Qualifications and Experience

• Bachelor’s degree in Business or a related discipline.

• At least five years of experience in a similar role within the luxury retail or hospitality sector.

• Demonstrated experience in retail operations and managing teams across different levels.

• A sound understanding of financial statements and their implications for business performance.

Skills and Competencies

• Excellent communication, presentation, and interpersonal skills.

• Strong leadership capabilities, with a high level of emotional intelligence.

• Strong systems thinking, organisational, and negotiation skills.

• Ability to translate performance data and frontline insights into practical business actions.

• Ability to develop and maintain strong relationships with clients and brand partners.

• A collaborative team player who is self-motivated, energetic, curious, and results-driven.

Languages

• Excellent command of English and Cantonese.

• Knowledge of Mandarin is an advantage.

Key Working Relationships

Internal

• Executive Committee (EXCO)

• General Manager

• Boutique Managers and Retail Team

• Engagement Marketing Team

• Digital Technology Services Team

External

• Brand partners

• Landlords

• Clients