Value Retail is the creator and operator of The Bicester Village Shopping Collection – with 11 luxury shopping destinations in Europe and China, home to more than 1,200 boutiques of the world's leading luxury fashion and lifestyle brands, offering exceptional savings all year round.
What sets us apart: A Distinctive Fashion Experience. If you have what it takes to create something extraordinary every day, then look no further – this is where you need to be! At Value Retail China, we all share the same ambition: to create extraordinary experiences for our guests, brand partners and colleagues. We are entrepreneurs at heart, passionate about what we do, and we never take no for an answer.
This role oversees the daily operation of a guest facing information and retail services business.
We are looking for an international, experienced Yi Ou Lai Shanghai Village Guest Welcome Centre Manager who is comfortable working in a fast paced, entrepreneurial environment with good commercial instincts, common sense, and ability to ask the right questions. This person will be responsible for providing effective and inspirational leadership to the Welcome Center Team, setting clear direction and providing feedback and support to enable great levels of engagement, commitment and performance.
New Village Set up
Recruitment for the new team
Developing the culture
Materials, uniforms and SOPs for the new village
Work on the look and feel/ soft decoration with VM (TBC)
Ensure that the SH GWC Team offers standards of excellence in the welcome and customer care of all domestic and international guests.
Contribute in shaping and establishing critical Hospitality/Service measures ensuring that the team understands these standards and the part they play in delivering on these.
To grow sales and profitability of Gift Card, Shopping Collection service, Valet and B2B services.
Identify opportunities for the introduction of new guest services and ensure their successful implementation and execution.
Attend Monthly Store Managers meetings and weekly Retail & Marketing Coordination meetings in order to internally communicate and review the implementation of upcoming events
Supervise, train and ensure the SH GWC Team on Village retail practises/standards, know-how and brand awareness.
Extend hospitality and ensure services are timely and efficiently delivered to brands headquarters and brands’ store teams.
Promote a Sustainable Tourism Programme, including the widest possible use of public transport and other “green initiatives”.
Support and meet Value Retail’s Tourism and Marketing objectives as defined and agreed in the annual promotional calendar.
Promote Suzhou Town Centre as a visitor destination and enhance the local network by building relationships for the SHV with local businesses and stakeholders.
Promote local events, attractions and businesses and ensure regular familiarisation trips take place for all of the team.
Work with other Value Retail visitor centres in Europe and in China to exchange best practice initiatives and tourism opportunities.
Supervise the collection and management of key retail, tourism and marketing data, produce timely and accurate reports in accordance with Value Retail and Tourism requirements.
Maintain a full and varied stock of Tourism and Marketing materials provided to visitors free of charge (leaflets and brochures).
Consistently manage and review the performance & development of the team.
Identify resourcing risks and opportunities, managing this through effective succession & resource planning and development.
Actively promote, recognise and reward great performance.
VIP Groups & Events Coordination Support
Support the Marketing & Retail teams to develop powerful communication for its four primary audiences: current customers, potential customers, brands and key opinion leaders, with the following main objectives:
Create awareness of Suzhou Village shopping experience among specifically-targeted groups of customers (high net worth, celebrities or well-connected tourism partners etc.):
Increase average sales per customer by leveraging the VIP customers as advocates amongst their personal network (family, friends, work, school)
Focus events at low peak times: during the weekdays and school/holiday terms
Develop contacts to target VIP’s groups and corporate groups in China, i.e. target private schools, ladies’/MICE networking groups, spa and golf clubs, networks of high net-worth individuals, etc.
Work with colleagues to develop existing partnerships to reach premium databases such as the corporate database at Airlines, Spa and Golf membership at regional 4-5 star hotels and concierge groups.
Assist colleagues to provide hospitality for specific activities such as Tourism, PR and Community.
Deliver hospitality to the highest standards in the following ways:
Refine and enhance the VIP day formula/package (content to be determined)
Increase VIP customer targeted offers by working with the marketing and retail teams to provide a range of exclusive brand specific discounts.
Organise goodie bags and items for the year
Manage the VIP programme meeting room calendar with Reception and the Marketing & Retail Assistants. Ensure all bookings are in the calendar and all external ambassadors are updated when bookings are entered
BACKGROUND & SKILLS
Experience in a premium environment or market leading tourism destination.
Demonstrated capacity to work with an agile and open mind in a complex and multinational work environment alongside talented and strong-minded colleagues.
A good critical thinker who has the drive, energy and ideas to bring to the role.
A successful career defined by a Tourism & Hospitality background.
Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical insights.
Experience of sales in a Tourism/Retail setting, with the ability to motivate and drive team performance.
Demonstrable track record of effective people management.
Operates both operationally and strategically, as required.
Excellent verbal, written, interpersonal & communication skills, delivering with impact & influence.
Flexibility in terms of working hours & pattern (including weekends and Bank Holidays).