Manager / Senior Manager, Retail Store Management (Daily Operations and Events)

Responsibilities:

Daily Store Operations

• Supervise a team to deliver superior customer support, including general account assistance, mobile application usage guidance, and personalized help for on-site visitors.
• Maintain and update marketing campaign timelines, while collaborating cross-functionally to ensure seamless multi-channel integration.
• Manage client relationships to satisfy customer inquiries and provide information on market trends, investment opportunities, and related topics.
• Take full ownership in key performance indicators (KPIs) and optimizing operational processes of the centre.
• Lead and oversee offline marketing initiatives, encompassing brand building, in-centre promotions, and curated events to meet business objectives.

End-to-End Centre Establishment & Operations

• Support the identification and evaluation of a prime location for the Experience & Service Centre that aligns with our brand identity and target customer demographics.
• Supervise Centre renovation, decoration design , and the development of immersive experience areas, ensuring all elements enhance customer interaction, operational efficiency, and data-informed results.
• Formulate all-encompassing operational guidelines and benchmarks that define excellence in service delivery, safety protocols, and regulatory adherence.

Team Leadership & Performance Management

• Build, mentor, and manage a high-performance team including Centre Manager, Service Specialists, and support staff to sustain smooth daily centre operations.
• Control the centre's budget, covering personnel costs, property expenses, equipment investments, and marketing expenditures.

Requrements:

• Bachelor’s degree in Business Administration, Marketing, or a related academic field.
• A minimum of 5 years of professional experience in branch management, retail customer experience, or marketing, with preference given to candidates from the banking or financial services sectors.
• Demonstrated strong leadership abilities, strategic acumen, and project management expertise.
• Outstanding communication and interpersonal skills, paired with a commitment to delivering exceptional customer experiences.
• Data-driven approach with proven experience in analyzing key performance indicators (KPIs) and optimizing operational processes.
• Familiarity with Hong Kong’s banking regulatory framework and retail market environment is an advantage.