Eugene Chan Email & Phone Number

香港特別行政區

Shanghai

South China

Hong Kong

Direct report to VP.Service strategic planning and forecasting.Sales and retails strategic planning and forecasting.Staff and team performance management.Provide support in all marketing and promotion events for Hong Kong market.Responsible for P&L controlling of Mi-home stores and out-sourcing centers.Responsible for inventory management.Responsible for recruitment planning of Hong Kong market.Responsible for Mi-home store & all out-sourcing centers operations management.

Direct report to Regional Director / District ManagerLeading a team with around 150-200 staff, consisting of full time and part-timers to effectively support the execution of business and sales / service plans.Deliver the customer service proposition through commercial decisions/activities, local market awareness and the development of an effective team.Create an environment that ensures customer satisfaction, maximum productivity and profitability by translating and implementing corporate and brand developed business plans.Own the store experience from a merchandise presentation and a customer experience perspective.

Hong Kong

Job Description:Direct report to Store Manager.To monitor cost effective administration of the store including cleaning, safety and security, store supplies and maintenance, staff recruitment and roster.To perform effective management of the customer service functions including customer enquiry, complaint handling, goods refund/exchange, and cashiering.lead a team with around 100-120 staff, consisting of full time and part-timers to effectively support the execution of business and service plans in store.To participate in the formulation of policy and standard of the store operations.Responsible for P&L, people development, work with Marketing to drive the business.

Direct report to Area Manager.Manage a sizable branch to achieve business and customer service targets.Initiate, develop and implement effective people strategies for staff development.lead a team with around 40-60 staff, consisting of full time and part-timers to effectively support the execution of business and service plans in branch.Introduce best practices to enhance customer experience & satisfaction.To participate in the formulation of policy and standard of the branch operations.Enhancement of customer experience.

Direct report to Center Manager.Handle complaints and coordinate internal and external parties to resolve them accordingly to procedure that complies with company guidelines.Assist in managing daily operations of the customer services including follow up repair status, email, walk-in redemption and correspondence services.Participate in Product or system testing in respect to customer services related functions.Assist in establishing customer services guidelines, work-flow and procedures according to Company policies, product specifications, regulations and guidelines.Respond to inquiries and resolve problems raised by customers.