Associate/Director, Sales Planning and Customer Experience Management

Posting Date : 03 May 2019 | Close Date :02 Jun 2019


Sales Transformation
• Proactively work with internal sales Units in monitoring opportunities and keep abreast of emerging competition to transform Retail & Channel Sales, including research, partners engagement, industry collaboration.
• Rationalise all sales processes across Retail & Channel Sales, streamline, improvise and implement change to bring about added revenue and Savings.
• Conduct weekly review meetings; monitor progress, resolve and debottleneck potential issues.
• Drive the sales organisation of best-practice sharing session across Retail & Channel Sales.
• Support employee engagement and motivation; Recognise desirable behaviours and positive outcomes through dedicated communications.
• Develop insights to the needs of “tomorrow’s customer” focusing on sales customer experience that will distinctively set company's ahead of competition.
• Research for best practices cross industry, drive the technology innovation strategies, work with internal stakeholders to identify the critical areas that will provide impactful shift in service and product innovation and outstanding customer experience.
• Bring innovation to realisation, key activities such as product development, business model development, partnership development, beta program and launch plan are critical responsibilities.

Retail Planning
• Assist the VP in setting goals and formulating strategies and policies to retain and grow the business, and to widen the lead over the competitors.
• Assist the VP in setting goals and formulating strategies and policies to attain a leading edge Retail presence.
• Analyze and determine the mix of company-owned outlets and channels and work with Property to negotiate with shopping malls for retail space.
• Plan, and review the location, store concept, “look and feel” of the shops, design/identify the shops and company's Exclusive Retailers renewal and renovation.
• Formulate plans with HR on the manpower requirements over short and long periods.
• Consolidated Space planning responsibilities across Retail, Channels & Direct Sales:
- Support relevant channels on roadshow deployment strategy within malls with company's presence, obtain competitive rates and alignment of sales strategies.
- Execute store novation strategy to selected partners and provide assistance with negotiation on optimal lease terms from a unified sales perspective.
- Conduct periodic review of physical space utilized across sales channels for continuous optimization and improvement exercises.
• Consolidated Branding support across Retail, Channels & Direct Sales:
- Plan & control all physical display space across channels with audit checks.
- Manage, grow and execute various branding programs with significant revenue contribution to TEPL.
- Manage, grow and execute on Accessories portfolio with significant revenue contribution to TEPL.
- Manage and execute on demo/display strategies in partnership with manufacturers.
• Consolidated Sales Communications support across all Sales Channels.
- Crafting of consistent & effective sales messages across all mediums & channels.
- Manage, develop and conceptualize digital assets deployed at retail, roadshows to ensure maximum visibility and consumer interest with appointed vendor/s.

Learning & OD
• Formulate training and development plans for Frontline staff to match the needs of the business.
• To work with HR — Learning & OD on training for sales staff in areas of selling skills, customer services standard and Customer Service Learning for products /systems and service straining.
- Develop and execute on all New Hires training through in-house Sales Training team.
- Develop and execute on a Company's Service Standards curriculum for all Sales personnel.
- Manage and collaborate with external partners, manufacturers on training needs.

Customer Experience Management
• To work with Customer Relations Unit on escalated complaints / customer feedback on the hello! Shops or sales staff.
- Maintain high levels of direct resolution/handling with customers on sales related feedback (above 90% within 3 working days).
- Formulate constant improvement initiatives to significantly reduce on negative customer feedback and improve overall CE across all channels.

• Relevant experience in Sales Transformation, Retail Planning, Learning/OD and Customer Experience Management.
• Working experience in a retail or consulting company is an advantage.
• Working experience in managing over 10 Pax in a team.
• Digital (online), creative and resourceful and can present well.

Please send your most updated CV in MS WORD FORMAT to
Kindly indicate your availability, current and expected remuneration package.
We regret that only shortlisted candidates will be notified. 

Quinnox Solutions Pte Ltd (License Number: 06C3126)
Registered EA Personnel (Reg. No.:R1111100)

Specialization : Sales/Business Development
Type of Employment : Permanent
Minimum Experience : 7
Work Location : Singapore

We regret that only shortlisted candidates will be notified

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