Retail Store Manager (Fashion Brand DETERMINANT)

Working location: Retail Store: Vincom Megamall Thao Dien - Ho Chi Minh City

Team Scope 

Lean team structure: Sales / Senior Sales / Supervisor. The Store Manager leads the store end-to-end and develops the Supervisor and Senior Sales as daily floor leaders.

Role Summary 

DETERMINANT is rebuilding its Vietnam retail business with one store (TD Store) following consolidation from multiple locations. This role leads the only Vietnam store to re-establish strong brand image, premium menswear service standards, and commercial performance. The Store Manager is hands-on, floor-led, and accountable for delivering store KPIs (AOV, UPT, Conversion %, productivity) while building a capable team and consistent store standards aligned with HK APAC directions.

Key Responsibilities

1) Business rebuild and KPI delivery (TD Store)

- Own store targets and drive consistent KPI improvement through weekly and monthly action plans. 

- Monitor and improve key performance indicators including (not limited to): 

 - Sales vs target 

 - AOV (Average Order Value) 

 - UPT (Units Per Transaction) 

 - Conversion % (CV%) 

 - Productivity (e.g., Sales per staff hour / VPC or VPT, per company definition) 

 - Returning customer rate / repeat purchase indicators 

- Translate KPI performance into clear floor actions: traffic capture, fitting room discipline, styling recommendations, add-on selling, and closing behaviours. 

- Run a simple trade rhythm suitable for a lean team: daily focus, weekly KPI review, and monthly summary with actions, owners, and deadlines.

2) Premium customer experience and menswear service standards

- Role-model and enforce DETERMINANT service behaviours: hosting/greeting, discovery, fitting support, try-on coaching, close, aftercare, and service recovery. 

- Elevate fitting-led selling capability (neck/shoulder/chest/sleeve/length) to improve confidence, conversion, and customer trust. 

- Strengthen clienteling routines to rebuild repeat customers: follow-up after purchase, appointment suggestions, VIP hosting habits (subject to tools and direction). 

- Handle escalated customer cases with a premium tone; document key learnings and coach the team to prevent repeats.

3) Team leadership (Sales / Senior Sales / Supervisor)

- Recruit (when approved), onboard, and develop staff to meet premium service expectations and brand positioning. 

- Build daily execution discipline through short shift briefs, floor observation, and in-the-moment coaching. 

- Develop the Supervisor as the floor standard owner (store readiness, service consistency, team deployment). 

- Develop Senior Sales to lead service moments (fittings, objection handling, appointments) and coach Sales on basics. 

- Manage performance consistently and fairly; recognise strong behaviours and address gaps quickly.

4) Brand image, store standards and VM execution

- Deliver consistent brand image and store standards aligned with the new Vietnam positioning (grooming, presentation, product handling, store readiness). 

- Execute VM and merchandising direction accurately and maintain standards throughout the day (not just at opening). 

- Maintain high housekeeping and stockroom discipline to protect customer experience and speed of service.

5) Inventory integrity and store controls (supporting KPI delivery)

- Ensure inventory accuracy and shrink control through disciplined receiving, transfers (if any), stock organisation, cycle checks, and incident reporting. 

- Support stock productivity by keeping key sizes/styles available on the floor, reducing lost sales due to poor replenishment discipline, and providing allocation feedback.

6) Reporting, stakeholder management and market feedback

- Provide structured reporting to HK APAC Head of Operations (weekly/monthly cadence as required) covering: 

- KPI performance and key drivers (AOV, UPT, CV%, productivity) 

- Actions taken and outcomes observed 

- Customer insights (fit/size trends, objections, price/value perception) 

- Product feedback (best sellers, slow movers, missing sizes, lost-sale patterns) 

- People risks and support needed 

- Mall/landlord issues impacting store image or trading

- Act as Vietnam store point-of-contact for execution needs and ensure timely follow-through on requests from HK APAC.

7)Vietnam market coordination and business support

- Act as the on-ground Vietnam coordinator for day-to-day business support matters, ensuring smooth local follow-through and timely updates to HK APAC regional teams. 

- Coordinate with warehouse, logistics, and relevant external partners in Vietnam on routine fulfilment matters, including delivery follow-up, stock receipt issues, transfer coordination, and escalation of operational exceptions.

- Support stock readiness for launches, campaigns, promotions, and key trading periods by ensuring store-level execution is aligned with product arrival status and local operational realities.

- Consolidate and communicate Vietnam market updates clearly and promptly, including trading issues, fulfilment risks, operational blockers, and actions needed from regional stakeholders.

- Provide first-line follow-up on local operational issues, including documentation gaps, shipment discrepancies, damaged or missing stock, and other business support matters requiring coordination across functions. 

- Maintain disciplined execution of basic market administration tasks in Vietnam, including submission follow-up, document coordination, and local operational paperwork required for smooth business continuity.

- Support cross-functional alignment between store operations, merchandising, marketing, and HK APAC office to ensure deadlines, launch readiness, and execution priorities are met.

- Escalate urgent market issues with clear facts, business impact, and recommended actions to enable faster decision-making by HK APAC leadership.

- Provide practical feedback on Vietnam customer demand, local market conditions, competitor activity, and operational constraints to support better commercial and merchandising decisions. 

- Take on ad hoc Vietnam business support assignments as required

Key Performance Indicators (KPIs)

- Sales vs target 

- AOV (Average Order Value) 

- UPT (Units Per Transaction) 

- Conversion % (CV%) 

- Productivity (VPC/VPT or Sales per staff hour, as defined internally) 

- Returning customer / repeat purchase indicators (where measurable) 

- Service quality indicators (customer feedback, complaint rate, service recovery outcomes) 

- Store standards compliance (VM/brand standards checks, audit results, action closure rate) 

- Team stability and capability growth (retention, readiness of Supervisor, Senior Sales, Sales) 

- Timeliness and quality of Vietnam market coordination, issue escalation, and business support follow-through

- Accuracy and responsiveness in fulfilment, stock issue coordination, and cross-functional communication

Requirements / Qualifications 

- Proficient in English, with the ability to communicate clearly and professionally with HK APAC and regional stakeholders; English capability is a must.

- Proven experience as a Store Manager in premium fashion, luxury, or service-led retail (menswear preferred). 

- Track record of delivering KPI improvement (AOV, UPT, conversion, productivity) through floor leadership and coaching. 

- Strong customer service mindset with premium tone, polished communication, and confident service recovery. 

- Hands-on leader comfortable working in a lean team and leading from the floor during peak periods. 

- Strong standards orientation: brand image, VM discipline, and consistent store readiness. 

- Able to work in a dual reporting structure (Vietnam leadership + HK APAC operations) with clear, timely reporting. 

- Proficient with POS and basic reporting tools; able to interpret KPIs and turn them into daily actions. 

- Able to take on broader market coordination responsibilities beyond store operations, with strong follow-up discipline and confidence working across functions. 

- Comfortable handling basic fulfilment coordination, local business support tasks, and issue escalation in a lean market structure.