At Whiskers N Paws, our mission is to enhance the lives of pets and their owners by providing exceptional products, services, and knowledge. We are dedicated to fostering a community that celebrates the bond between pets and people. 

Our values—compassion, integrity, and excellence— drive everything we do, ensuring that every customer leaves our store with a smile and a wagging tail.

POSITION OVERVIEW

Whiskers N Paws is seeking a dynamic and experienced Retail Head to lead our pet shop stores. This role is pivotal in driving offline sales, enhancing customer experience, and managing our retail team. The ideal candidate will have a passion for pets and retail, along with strong analytical and leadership skills.

KEY RESPONSIBILITIES 

Customer Experience & Engagement

• Foster a welcoming environment for pet owners in our stores. 
• Establish high service standards and inspire staff to create an outstanding customer journey.
• Liaise with the Customer Service Team to review and evaluate customers feedback – shoot for greatness !

Sales Management & Growth

• Develop and implement sales strategies to achieve revenue targets.
• Conduct market analysis and collect customer insights, to formulate store level strategies and tactics to achieve sales and customer retention.
• Set-up KPIs, monthly sales forecast, and dashboards to monitor progress.
• Continuously evaluate and improve stores organisation to enhance customer experience and boost sales (planogram, signage, check-out process, etc.)
• Collaborate with the Marketing Team on promotional campaigns and events to increase foot traffic and brand awareness.
• Support development of the retail network including mid to long term planning of future expansion opportunities.

People

• Recruit, train and mentor store managers and staff to create a knowledgeable and enthusiastic team focused on customer service and sales.
• Liaise with the HR Team to continuously improve new staff training programs (including induction, product knowledge, customer service, etc.). Identify competency gaps and develop adequate training programs.
• Handle staff issues and conflicts if needed to maintain a positive and collaborative working environment. 
• Manage Budget and Headcount planning for the retail network.

Operation

• Oversee daily operations of the pet shop, ensuring efficient processes and high standards of service.
• Work with Product team to optimize stock level.

THE IDEAL CANDIDATE

• A strong team leader with solid people and leadership skills
• Open-minded: willing to try new things and learn
• Analytical
• Minimum 10 years in retail management experience 
• Excellent command of spoken and written English and Chinese
• Willingness to work during weekends (from time to time)
• Candidate with less experience can be considered for position of Retail Manager

WHAT WE OFFER

• A platform for you to turn your interest into your career
• A workplace full of pets and fun
• Performance Bonus
• 5-day work / week

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