(Senior) Retail Manager

Job Purpose

Lead the growth and performance of Ralph Lauren’s luxury retail business across Hong Kong and Macau, delivering sales and profitability targets while strengthening the brand’s positioning in both markets.

As a brand ambassador, uphold the highest standards of service excellence and foster a customer-centric selling culture. Lead, coach and support Store Managers to drive consistent performance, elevate the customer experience and exceed business objectives.

 

Key Responsibilities

Sustainable and Profitable Growth

• Take direct accountability for sales and profitability across luxury stores in Hong Kong and Macau, monitoring daily performance and driving improvements in sales and key performance indicators (KPIs).

• Conduct weekly catch-up meetings with Store Managers to review performance, address challenges and agree on action plans.

• Partner closely with the Country Merchant to identify product opportunities and risks, optimise the merchandise mix and manage product flow into and out of stores.

• Collaborate with the Operations Manager to share best practices, enhance store operations and maximise business performance.

• Build and maintain strong, collaborative relationships with key business partners, including department store management teams and landlords.

• Support the Senior Director, Retail in executing strategic priorities and initiatives aligned with the company’s goals.

• Develop a structured store visit calendar for review with the Senior Director, Retail Management.

• Identify and implement best practices across luxury stores to strengthen sales execution and KPI performance.

 

Brand Elevation

• Lead by example and embed service excellence into the store culture through ongoing training, coaching and recognition of exemplary service.

• Maintain consistent brand presentation standards by partnering with the CS, CP and VM teams to plan and execute store changeovers and seasonal launches.

• Actively oversee store-led CIEM and CRM initiatives to strengthen customer engagement and relationships.

• Identify opportunities to elevate the brand through local marketing and public relations activities.

• Represent the brand with professionalism and pride through a positive attitude, appropriate body language and impeccable personal presentation.

• Partner with PR and Marketing to develop a calendar of events that supports brand visibility and customer engagement.

 

Talent Optimisation

• Support the recruitment, selection and training of teams for both new store openings and existing stores.

• Review OTH with P&D on a monthly basis to support workforce planning and store requirements.

• Partner with the Training and P&D teams to reinforce a culture that prioritises service excellence.

• Equip Store Managers with the tools and capabilities to support ongoing team development, including interviewing skills.

• Use the store visit checklist to assess execution, ensure consistent use of huddle forms and monitor the application of the 5 C’s across stores.

• Take ownership of personal development and actively seek and provide constructive feedback through one-to-one discussions and coaching.