Chu Kok Hei

• Ensure high standards of service to provide excellent customer experience
• Lead the team to achieve the company's sales targets
• Analyze business data and trends
• Manage daily store operations and staffing arrangements
• Train, supervise and evaluate the team
• Monitor inventory and maintain appropriate stock levels
• Communicate with various departments and handle related documents
• Manage customer service, membership promotion, enquiries and complaints
• Ensure a good company image (convey the company culture, philosophy and goals to the team)

Invitation to the International Rituals Event :

• The top 3 Store Managers in HK had Invitation to participate a 2-day International Rituals Band Show & Party 2024.
• 1400+ International colleagues attended the event in Amsterdam.
• On job Training at the head office and House of Rituals store. (Flagship Store of Amsterdam)

Sales and Team Management:

• Lead and motivate the team to achieve and exceed store target.
• Identify opportunities to maximize sales and profits, improve store KPI, implement relevant action plans and improve operation efficiency
• Prepare various sales related reports and analysis on a weekly basis
• Foster a positive, professional work environment and maintain good team spirit identify individual strength and work on Talent Development and Succession Plan

Achieve Operations Excellence:

• Oversee and manage daily operations issues, ensure the team is following cashiering procedures, handle administration work and follow security guidelines
• Optimizing manpower efficiency by rostering, assigning daily duties and zoning
• Maintain and ensure visual merchandising and products presentation is up to brand's standard

Customer Service and Training:

• To be a role model in delivering exceptional customer service which align with the brand's requirement
• Provide daily coaching to retail associates to improve product knowledge, selling techniques and customer service
• Maintain good relationships with customers. Drive repeat visits and develop customer's loyalty
• Handle and resolve customer complaints and requests when necessary

Inventory Management and Control:

• Maintaining stocks organization and efficiency within the store. Prepare monthly report and stock level analysis
• Working closely with merchandising team in arranging necessary stocks transfer
• Coordinate with operation and warehouse team in replenishment of merchandises
• Working closely with Finance and Operations teams in conducting stock take
• Responsible daily stock entries in the POS system

• Handling different fields from the store (Store and Departments Operations, Stock Management, Marketing, Human Resource, Store Renovation, Accounting and Paperwork, cooperation with Government organization, Control of Service vendor)

Store & Departments Operations:

• Manage store operations and communicate with solve conflicts of 16 different department parties in store to improve and smoothen operation standard.
• Monitor cashier team and set up the cashier self-check-out system and cooperate with other EC parties such as Deliveroo and Cross Zone Deliveroo, The Club by HKT
• Handle customer complaints and issues
• Special event management
• Store design and visual decoration
• Crowd control
• Theft case handling
• Maintenance and equipment handling
• Communication with property management for any related issue

Merchandising/ Stock Management:

• Stock take arrangement
• Monitor and improvement for the Sales, GP (Gross profit), Top 10 and hot selling items with all departments.
• Checking the Vendor New items, promotions, ordering and level of fill
• Compare the price from different competitors
• Communicate with DM to deal with vendors for further offer
• Make sure the stock keeps teams well operation and all stock transfer arrangement with enough stocking space.

Marketing:

• Cooperation with marketing team for the seasonal promotion, Apps promotion and own store create promotion.
• Communicate with marketing for the store poster creation and SNS (social network site) launch detail.
• Cooperation with marketing teams for special event, e.g.: tasting event, video shooting, new store opening event.

Human Resources:

• Orientation and standard guideline to all dept staff
• Roster Arrangement
• Develop staff's strengths and opportunities with follow up the training progress
• OT report, leave arrangement, attendance edit
• Periodic reports for staff (Discipline report, incident report, resignation notice, training proposal, conversion, staff promotion)
• Covid-19 arrangement, prepare report for vaccination, compulsory test, positive case recording.
• Recruitment fair and interview arrangement with contract signing for the new joiners
• Cooperation with HR for payroll issue

Store Renovation:

• Arrange the renovation progress for team member
• Suggestion to SM for the renovation idea movement and floorplan
• Assist material/equipment order for renovation

Back-end Task:

• Sales report and Dept sales report
• Web Portal usage, Adjusting roster
• Form application (Payment request, claim form, leave form)
• Quotation and ordering from service vendor
• DM/SV probation form, reports request from MM/SM
• Appraisal for all department staff

Government organization related:

• Cooperate with different parties to meet the standard
• Check with licensing consultant for any potential problems
• Check with contractor for any improvement
• Cooperate with government officer for checking documents
• Check no blockage for all the directional sign, sprinklers, lights and fire exit
• Food court organize with 6 different talent food stores
• Sen Sen Sushi restaurant cooperation.

Outsource service vendor (Cleaning and Security):

• Cooperate with cleaning company to meet FEHD standard
• Review and comment service standard and contract when needed
• Quotation handing for add on service needed (materials order for cleaning/disinfection)
• Cooperation with uniform security and plain clothes security for the LP standard, prevention standard for epidemic and theft case handling.

• Maximize store results by driving all accountabilities including Talent, Sales, Salaries, Shrink, and Health & Safety through coaching and developing the store team.
• Direct reports to regional manager

Talent & Sales:

• Provide regular feedback and performance update with my team development
• Coordinate and execute the recruitment with developing a plan for future vacancies
• Coordinate and manage the induction of all new members and the follow up training plan
• Empower the store team to utilize the company tools
• Develop the team members to maximize all sales opportunity to achieve sales targets
• Regularly take appropriate action according to current result
• Prepare the sales skills and product knowledge of each team member
• Develop team members to provide a genuine and unique experience with every customer and handle customer complaints and returns with flexibility and professionalism
• Ensure all elements & VM standard of the store reflect the brand
• Effectively manage store roster and team members leave to maximize productivity
• Implement and manage loss prevention policies and procedures
• Coordinate the stock take preparation and lead the process and the result follow up
• Promote and foster a safe work environment
• Enhance the team's service and product knowledge

• Awards :
• 49th Annual JUST Excellence Awards 2019 Nominee – Store Manager
• Best Performing Store Manager of HK 2019 – Award Criteria: Outstanding Store Achievement KPI Results (ATV & UPT), Loss Prevention T1 & Outstanding Visual Merchandise
• On delivering outstanding performance across the Winter Season

• Maximizes store volume and profits in accordance with company goals through excellent staffing, superb customer service and attention to detail in a fast-paced environment

Talent & Sales:

• Using strong decision quality and discretion in establishing business objectives and strategies
• Lead talent selection, training, coaching, engagement, and recognition initiatives for all supervisor and sales assistants
• Ensures service, merchandising, and operational standards are met through company-defined practices and processes
• Actively participates in store walkthrough with SM and District Manager to ensure the consistency and quality of service and operational execution
• Drives results through creating short-term plans and long-term strategies
• Partners with merchandising leaders to ensure execution of markdowns/signage/marketing align with merchandise placement
• Accountable for supply and maintenance expenses and follows up with Facility Services on all maintenance issues
• Plans and promotes the daily schedule of employees and the business; interviews, hires, schedules, and disciplines employees