Retail Experience Manager

<p>ABOUT THE ROLE</p>

<p>Lead the global vision and standards for LOJEL’s retail experience, ensuring every location delivers a consistent, premium brand expression and exceptional in-store customer journey. This role defines the end-to-end store experience framework, visual merchandising guidelines, and team capability programs, and partners closely with Regional GMs, who own commercial performance, sales targets, and P&amp;L accountability for their markets. The Retail Experience Manager enables conversion, loyalty, and operational excellence through best-practice playbooks, training, and experience audits, while Regional GMs drive commercial execution and results.</p>

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<p>KEY RESPONSIBILITIES</p>

<p>Retail Experience Strategy &amp; Brand Consistency</p>

<ul>

<li>Define and evolve LOJEL’s global retail experience principles across owned stores, shop-in-shops, pop-ups, and distributor-managed locations.</li>

<li>Translate brand narratives, product stories, and campaign moments into consistent, locally relevant in-store experiences.</li>

<li>Serve as the gatekeeper of brand consistency across all physical retail environments and partner sites.<br></li>

</ul>

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<p>Store Performance &amp; Optimization</p>

<ul>

<li>Partner with Regional GMs to audit, benchmark, and uplift store performance (conversion, dwell time, basket size, customer engagement).</li>

<li>Identify underperforming locations and lead turnaround plans through experience redesign, training interventions, and VM refreshes.</li>

<li>Establish KPIs and measurement frameworks (mystery shopping, client feedback, sales linkage) to track experience impact.</li>

</ul>

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<p>Visual Merchandising &amp; Store Projects Oversight</p>

<ul>

<li>Direct the Store Projects &amp; VM Manager to deliver seasonal VM guidelines, planograms, window concepts, and fixture innovations that elevate shoppability, storytelling, and overall brand equity.</li>

<li>Oversee and execute rollout of permanent and temporary retail environments (flagships, pop-ups, renovations) from concept to installation, ensuring quality, innovation, and on-time delivery.</li>

<li>Collaborate with Account Management to align regional designers and contractors with LOJEL’s design standards, materials, and sustainability principles.</li>

</ul>

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<p>Retail Training &amp; Capability Building</p>

<ul>

<li>Guide the Retail Training Manager to build a global training framework covering brand storytelling, product knowledge, selling, and hospitality standards.</li>

<li>Ensure training aligns with product launches, campaigns, and retail priorities: roll out digital and in-person formats for scalability.</li>

<li>Develop tools to monitor and improve in-store performance (e.g., coaching playbooks, feedback loops, etc.).</li>

</ul>

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<p>Cross-Functional &amp; Distributor Collaboration</p>

<ul>

<li>Work closely with Marketing, Product, and Digital to embed retail experience into go-to-market plans for product drops and campaigns.</li>

<li>Partner with Account Management to ensure distributor-operated stores meet LOJEL’s experience and VM standards: provide guidelines, audits, and support.</li>

<li>Manage external vendors and agency partners for creative development, production, and installation excellence.</li>

</ul>

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<p>Budget &amp; Governance</p>

<ul>

<li>Own the retail experience budget (VM production, training programs, store projects): optimize spend for ROI and brand impact.</li>

<li>Maintain governance on brand guidelines, compliance, and sustainability across all retail touch-points.</li>

</ul>

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<p>WHAT YOU BRING</p>

<ul>

<li>8+ years in retail experience, visual merchandising, or brand experience roles within premium/lifestyle brands, global exposure required.</li>

<li>Proven track record leading teams (VM, training, or retail excellence) and influencing senior stakeholders (GMs, CEOs, distributors etc.).</li>

<li>Deep expertise in customer journey mapping, VM strategy and optimization, store design, and training program development.</li>

<li>Strong project management skills with ability to manage multiple rollouts across time zones and formats.</li>

<li>Proficiency in Sketchup, AutoCAD, Adobe Creative Suite, MS Office, Google suite, project management tools. Familiarity with 3D visualization tools is a plus.</li>

<li>Excellent communication, presentation, and stakeholder management skills: fluent in English (Cantonese/Mandarin preferred for HK base).</li>

</ul>

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<p>SUCCESS METRICS</p>

<ul>

<li>Brand consistency scores across audits and mystery shopping.</li>

<li>On-time, on-budget delivery of VM and store projects.</li>

<li>Distributor compliance with LOJEL experience and VM standards.</li>

<li>Training completion rates and post-training performance uplift.</li>

<li>Improvement in store-level KPIs (conversion rate, average transaction value, dwell time) together with Regional GMs.</li>

</ul>