Charles Chan
Seasoned Luxury Retail Professional │ LVMH & Kering Group Experience
Summary
I bring over a decade of retail experience, encompassing more than 7 years in retail store management and 5 years in retail office management. My comprehensive background provides me with a deep understanding of all aspects of retail operations, from CRM initiatives and client development to retail staff management and operational efficiency. This extensive knowledge enables me to implement effective and efficient initiatives that drive both short-term and long-term retail business growth.
Overview
13
13
years of professional experience
2023
2023
years of post-secondary education
3
3
Languages
Work History
Head of Retail Operations – HK & MO
TUMI
11.2023 - 03.2025
- P&L owner; accountable for the retail budget, including forecasting, expense control, and profitability optimization.
- Retail business owner, overseeing the retail store network, monitoring store performance, and implementing initiatives.
- Appointed by the VP as project lead, collaborating on a cross-functional effort to develop a comprehensive one-year strategic plan, enhancing overall store performance, including CRM development.The plan was implemented as a model for all Greater China Retail.
- Worked with CRM and Marketing to develop various in-store events to engage with VICs, and the CRM initiative to enhance local sales. As a result, the VIC retention rate was over 60% HKMO as well as the CRM sales +20% vs. L.Y.
- Spearheaded the formation of various strategic collaborations to augment business performance, including partnerships with hotels, landlords, and other brands/companies to expand the customer base.
- Significantly improve the CXE Score from 50% in 2023 to 80% in 2024.
- Successfully narrowed the sales gap versus the last year; -13% for the HK & MO in this year outperforming the market, given the challenging environment.
- Successfully opened 6 newly expanded and renovated retail stores within 1 year.
- Developed and implemented incentives and retail initiatives to KPIs, CRM, and service standards.
- Collaborated with cross-functional teams to develop successful marketing campaigns that drove traffic and increased sales.
- Enhanced customer satisfaction with focused staff training on customer service and product knowledge.
- Led hiring efforts for retail locations, assembling a team of highly skilled employees committed to delivering exceptional customer experiences.
- Evaluated employee performance regularly, offering constructive feedback and tailored development plans to drive continuous improvement in results.
- Developed comprehensive budgets and forecasts for retail operations, ensuring profitability targets were consistently met or exceeded.
Regional Retail Manager - APAC
Baccarat
06.2022 - 10.2023
- Business strategy to boost Boutique sales performance (Successfully achieving a positive sales growth in the second half of 2022, with a 15% increase compared to the previous year and exceeding the budget.)
- Actively participating in the negotiation process for mall rental or dealership agreements with the CEO, and providing analysis and recommendations for terms and conditions that will ensure the highest possible profit margin.
- Review and revise discount policy and redesign the whole discount policy in order to ensure our profit margin maximization.
- Collaborating with the various malls on initiatives to increase business opportunities, such as targeting their high-spending clients for referral programs.
- Designed and created Asia Incentive for driving KPIs and business.
- Value added activities that will increase individual Boutique performance, promotes productivity, increases retention and return rates of clients.
- Position each boutique with unique business plan to enhance overall productivity.
- Initiated CRM events to retain and groom our VICs clients.
- Negotiated lease agreements for new store locations, securing favorable terms that supported long-term financial success in each market area.
- Analyzed market trends regularly to inform product selection decisions and ensure optimal merchandise mix for each location in the region.
- Streamlined operational processes, reducing overhead costs and increasing overall profitability for the region.
- Developed and implemented employee incentive programs that boosted morale and increased overall sales performance.
- Oversaw visual merchandising initiatives across multiple locations, creating an engaging in-store experience that attracted customers and drove sales growth.
- Enhanced customer satisfaction by implementing effective merchandising strategies and store layouts.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Senior Store Manager – KLN District (Area Management)
Bottega Veneta (Kering Group)
04.2019 - 08.2021
- In light of the performance, was granted a one-time special bonus And Excellence bonus in 2019
- Managing a team of over 50 headcounts.
- I represented the Hong Kong region to conduct a presentation at the APAC Manager seminar on the topic of CRM.
- Supervised employees for exceptional store operations, customer retention and positive brand experiences.
- Streamlined store operations by implementing efficient systems/processes that maximized productivity without sacrificing quality or customer experience.
- Developed a high-performing team through strategic recruitment, comprehensive training, and regular performance evaluations.
- Conducted regular business analyses to identify areas for improvement, and make data-driven decisions for future growth.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Store Manager – Harbour City Flagship
Bottega Veneta (Kering Group)
02.2017 - 03.2019
- In light of the performance, he was granted a one-time special bonus and an Excellence Bonus in 2017 and 2018.
- Being the only staff member in Hong Kong selected to join the Managerial Training in Italy.
- Accompany VICs to attend the Fashion Show in Milan.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maximized sales by working with the visual merchandising team to create innovative VM displays and store layouts within the framework of global guidelines.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
- Analyzed sales data to identify trends and adjust inventory accordingly, preventing stockouts of popular items.
Assistant Store Manager – Harbour City Flagship
Bottega Veneta (Kering Group)
07.2015 - 01.2017
- Leading a team of over 40 members.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
Assistant Store Manager – Sogo Causeway Bay
Bottega Veneta (Kering Group)
10.2014 - 06.2015
- Managing a team of over 20 members.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Collaborated with the store manager to develop store initiatives that drove traffic and increased brand loyalty.
- Delivered consistent sales growth by identifying opportunities for staff incentives, and cross-selling products to customers.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Product Sales Manager (Burberry, Ralph Lauren and Michael Kors)
DFS group limited (LVMH Group)
07.2014 - 10.2014
- Being appointed to manage a new and larger portfolio.
- Achieved sales targets consistently by utilizing data-driven insights and adjusting tactics accordingly.
- Collaborating with vendors to secure optimal support in order to drive maximum sales performance.
- Collaborated closely with the merchandising and planning teams to align product assortment with sales performance and market trends, while creating initiatives to maximize revenue.
- Consistently exceeded monthly/quarterly KPIs through diligent tracking and analysis of progress towards set goals.
- Developed a comprehensive understanding of competitor products and strategies to maintain a competitive edge in the industry.
- Engaged in selling skill training, demonstrations, consumer awareness and branding to raise awareness and revenues.
Product Sales Manager (Burberry, Emporio Armani, Dunhill, Hugo Boss, Tumi)
DFS group limited (LVMH Group)
08.2013 - 07.2014
- Granted a special salary increment by 18% nominated by GM. (1 Quota in HK)
- Added one more major brand; Burberry into the portfolio leading a team of 5 luxury brands including Burberry, Emporio Armani, Dunhill, Hugo Boss, and Tumi.
- Managing and running around USD$13,764,000 business a year.
Product Sales Manager (Emporio Armani, Dunhill, Hugo Boss and Tumi)
DFS group limited (LVMH Group)
11.2012 - 08.2013
- Leading a team of four luxury brands, including Emporio Armani, Dunhill, Hugo Boss, and Tumi.
- Analyzed sales performance to identify areas of weakness, making recommendations to improve sales.
- onducted regular assessments of market trends, adapting tactics as needed to stay ahead of competitors'' strategies.
- Provided input on marketing materials to create compelling campaigns that attracted target customers effectively.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
Management Trainee
DFS group limited (LVMH Group)
01.2012 - 10.2012
- The MT program gave me the opportunity to understand and gain hands-on experience across various departments, including the Logistics department, Customer Service department, Merchandising department, and Store Operations in the company.
- Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
- Improved management skills by participating in rigorous training programs and workshops.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Education
The University of Hong Kong
Master of Business Administration - undefined
The University of Hong Kong
09.2020 - 01.2022
(Hons) Bachelor of Business Administration - Marketing
Hong Kong Baptist University
09.2009 - 12.2011
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Baldwin Wallace College
Berea, Ohio 08.2010 - 01.2011
Other Qualifications and skills
- LCCI international Qualifications-Level 3 in Accounting Result: Distinction
- H.K Institute of Accredited Accounting Technicians-Accounts Result: Credit
Timeline
Head of Retail Operations – HK & MO
TUMI
11.2023 - 03.2025
Regional Retail Manager - APAC
Baccarat
06.2022 - 10.2023
Master of Business Administration - undefined
The University of Hong Kong
09.2020 - 01.2022
Senior Store Manager – KLN District (Area Management)
Bottega Veneta (Kering Group)
04.2019 - 08.2021
Store Manager – Harbour City Flagship
Bottega Veneta (Kering Group)
02.2017 - 03.2019
Assistant Store Manager – Harbour City Flagship
Bottega Veneta (Kering Group)
07.2015 - 01.2017
Assistant Store Manager – Sogo Causeway Bay
Bottega Veneta (Kering Group)
10.2014 - 06.2015
Product Sales Manager (Burberry, Ralph Lauren and Michael Kors)
DFS group limited (LVMH Group)
07.2014 - 10.2014
Product Sales Manager (Burberry, Emporio Armani, Dunhill, Hugo Boss, Tumi)
DFS group limited (LVMH Group)
08.2013 - 07.2014
Product Sales Manager (Emporio Armani, Dunhill, Hugo Boss and Tumi)
DFS group limited (LVMH Group)
11.2012 - 08.2013
Management Trainee
DFS group limited (LVMH Group)
01.2012 - 10.2012
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Baldwin Wallace College
08.2010 - 01.2011
(Hons) Bachelor of Business Administration - Marketing
Hong Kong Baptist University
09.2009 - 12.2011
The University of Hong Kong
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