Susan Cheung Email & Phone Number

Over 15 years’ retail & operations professionalism for a leading retailer in luxury fashion and lifestyle brands, through joint venture and franchise agreements. Directly responsible for all-rounded operations and sales figure, train up 300+ staff, hold at least 8 VIP events a year. Help different styled brands develop in HK new market including The Kooples, Repetto, 45R, Marimekko, and etc. Maximize annual and monthly sales & monitor the day-to-day business by core KPIs (conversion rate, IPT, SPT, retail price, VIP database, customer engagement, discount rate control & etc. ) Effectively recruit, induct, manage, train and develop shop managers and front line staff to agreed procedures and standards with excellent service and bring out appropriate brand message. Grow sales profit and motivate store team with excellent morale Implement new brands towards HK market with regularly providing clienteling, marketing and merchandise feedback  Develop brand training modules, staff orientation training, operation manual, CRM policies  Roll out the Service Excellence programs(e.g. internal MSP & HKRMA service audit program ) with updated version for stores to ensure staff practicing within guidelines thus to gain excellent service standard Implement, review and monitoring the retail operating plan, budget and specifically in KPI setting Develop business strategies & ensure all shops are efficiently managed through weekly store visit Experienced in working with China shopping mall, operations and HR team

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  香港中文大學

  Mechanical Engineering