Job Description

Castlery is looking for a Manager, Global Retail Excellence to help us expand our offline retail footprint around the world. To support our international expansion, you will have a key role in bringing our retail and omnichannel vision from Singapore to our customers overseas. You will be deeply involved in driving retail excellence across stores and new store openings.

What you will be doing

Retail Operational Excellence

• Collaborate with Castlery top team and retail leadership to co-create and elevate our retail customer experience and performance metrics
• Maintain our global retail procedures and operating standards, supported by clear SOPs, system manuals and toolkits relevant for each market
• Monitor our in-store customer experience and retail ops productivity, and drive continuous improvement through people, process and technology
• Manage our in-store tech solutions and co-develop tech development roadmaps to help create a modern omnichannel retail experience
• Support our global store teams - gather feedback, problem solve, share best practices with an appreciation for practical realities and local needs
• Be the global retail coordinator for key global projects, such as new seasonal launches, marketing campaigns, working closely with cross-functional teams to ensure successful delivery
• Develop compliance standards and procedures and conduct periodic audit on store operations, safety / security, inventory management, staffing, in-store IT infrastructure, etc.

New Store Opening

• Support planning and setup of new retail stores across the globe, including store operations, assortment planning and visual merchandising
• Facilitate hiring, onboarding and training of new store managers and teams
• Handhold new store teams until they are independent and then transition to operational excellence model

Training and Retail Talent Development

• Be a talent partner with store and People teams to plan and fill headcount and competency needs
• Co-create training curriculum and content with functional experts, to build product knowledge, soft skills, and system capabilities of store teams
• Identify opportunities to improve our training curriculum, instructional methods and tools

What you\'ll need

• 6+ years\' experience in the consumer retail industry and managing retail stores; experience managing multiple stores and geographies a plus
• Customer-first mindset with a passion for customer experience
• Strong ability to work independently with a bias for action
• Strong leadership capabilities and communication skills

• Team player that can drive action across cross-functional teams and geographies

• Strong business sense for retail metrics and financials
• Able to produce clear and compelling communication in a variety of formats for a global audience - proficiency in writing instructional content is a plus
• Track record of planning and delivering multiple complex projects on tight deadlines with high attention to detail

Castlery