Jessie Lau

• Directly report to the President of APAC, overseeing Retail Operations for 93 stores across 9 countries.
• Manage and refine processes related to Store Opening/Closing, Operations, Compliance, Aftersales, Digital Projects, Facility Maintenance, Logistics, Safety & Security, Store Supplies, and Sustainability.
• Collaborate with multiple stakeholders within the brand & Kering group at Headquarters, Regional, and Country levels to address ad hoc Operations issues and various Retail projects, ensuring seamless customer experience and operational efficiency.
• Oversee the deployment of digital projects, including enhancements to systems and networks.
• Nurture strong relationships with business partners and external vendors.

Achievements

• Launched the Aftersales digital platform in APAC, along with two repair centers in China & Hong Kong, spearheading various store projects to enhance service lead-time and customer experience.
• Collaborated with General Managers, Retail Managers, and local functional teams to adopt and roll out the Operations Manual, thereby improving operational standards and efficiency.
• Managed the rollout of digital projects focused on system and network enhancement, including New POS, Music Work and Regional helpdesk.
• Launched and manage operations with various marketplace partners, including Farfetch & YNAP.
• Introduced various remote payment tools, such as Adyen and MPay, in Australia, Hong Kong, Malaysia, Singapore, and Thailand and Macau
• Launched and manage the OMNI-Channel service in APAC countries including features OIS,PUIS,SFS, MAA & RIS etc.

• Directly reported to General Manager for greater China oversaw various functions including Business Development, CRM, Merchandising, Store Planning & Store Operations, Visual Merchandising in Hong Kong & Macau
• Formulated strategic business & budget planning & practical action plans
• Recruiting, coaching & motivating all employees in execution of daily tasks to meet key performance indicators while managing expenses to increase profitability
• Handle new leasing/renewal cases & renovation for office & stores.

• Reported directly to the Retail Manager of SEAO, overseeing 4 stores in Singapore with a team of 42 retail staff.
• Analyzed profit and loss statements and identified trends to collaborate with field management in developing and implementing action plans to boost sales.
• Played a leading role in cross-functional and cross-regional projects aimed at enhancing customer service efficiency, refining merchandising strategies, and fostering talent development and staff engagement.

• Directly reported to Retail Manager/Deputy General manager and oversaw 3 stores with 35 retail staff
• Leading stores to achieve key performance indicators such as Sales Performance, IPT, Conversion & Retention rate
• Fostered team environment where collaboration was paramount, mirroring high customer service standards.

Store Manager/Regional Trainer| Mar 2008 – Feb 2010

• Developing and implementing training program for North East Asia including Hong Kong, Singapore, Macau, Korea, Taiwan, Guam and Philippines regarding CRM system, customer service and store management
• Managing store operation to maximize sales performance

Store Manager | Aug 2006 – Feb 2008

• The store is listed as Grade A store among over 100 branches all over the world to prove the solid performance in achieving sales target and maintaining service level
• The store is listed as No.1 and No.7 in two global sales contests held in 2006 and 2007

Store Supervisor/Management Trainee | Jul 2003 – Jul 2006

• On the job training on Retail Operation, Customer Service, staff management, CRM, Visual Merchandising and Stock Management.