Retail Business Manager

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Role purpose

As a Retail Business Manager (RBM), you embody our desire to engage, listen and guide customers to products that are relevant to them. You will be responsible for overseeing and developing stores and counters across Malaysia and ensuring the achievement of sales targets in each of these locations. The RBM is responsible for ensuring the consistent delivery of the Aesop way of customer service and operational excellence by actively coaching, developing and motivating their staff. The successful candidate will demonstrate their commitment to outstanding and inclusive customer service through their own exemplary and professional consultations.

Working full time, including some weekend working, the RBM role is also responsible for actively seeking to develop the reputation and profile of the Aesop brand and their portfolio of stores and counters by building and expanding their customer base through participation within their stores local communities, by fostering appropriate business relationships and by leading relevant special events that demonstrate Aesop’s commitment to rewarding their customers for their patronage.

Primary Accountabilities

Sales and Financial Management

• Review weekly sales and product performance to identify opportunities to increase sales
• Lead, motivate and coach Store Managers to understand and analyse store sales against budgets and team performance on KPIs
• Guide and coach Store Managers to review and analyse monthly P&L statements to identify and implement strategies to manage controllable expenses and drive profitability
• Review and approve rosters for each store, ensuring forecasted wage budgets are not exceeded
  
  

Operations

• Ensure any escalated issues within stores are resolved in a timely and effective manner (e.g., maintenance, cleaning, loss prevention)
• Conduct regular reviews of stores, documenting any actions or issues, and work with designated stakeholders to implement improvements and/or modifications to processes and systems
  
  

Inventory Management

• Work with retail operations to guide and coach Store Managers to manage inventory in a cost-effective manner, and prevention of stock loss
• Oversee store stocktakes along with retail operations and work on ways to improve efficiency of inventory management
• Identify opportunities to improve product performance and return on floor space
  
  

Customer Experience And Brand Management

• Educate team members on Aesop’s approach to customer service and consultations, and that they have a deep understanding of Aesop’s stores, locations and customers
• Ensure all team members continuously uphold and demonstrate Aesop’s approach to customer service and consultations
• Regularly work on the floor alongside Store Managers and Retail Consultants, coaching them on selling skills and how to conduct themselves in our retail spaces
• Promptly and appropriately resolve any customer complaints with both the customer and the staff concerned
• Proactively support marketing campaigns and promotional initiatives, including in-store PR hosting
  
  

People Leadership, Performance and Development

• Regularly check in with Store/Counter Managers to review performance and development of team, documenting the discussion, action plans and progress against actions
• Partner with HR to manage and conduct annual performance cycles, talent review/succession planning
• Work with Store Managers to conduct performance and career conversations with Retail Consultants; i.e. mid-year check-ins and year end reviews
  
  

Recruitment and Induction

• Partner with Human Resources to recruit and execute the induction of new Store Managers alongside training team, and also coach the store leads to do the same for new joiner inductions
• Ensure new team members are supported through probation period and formally monitored to ensure successful confirmation
  
  

Training and Coaching

• Provide timely, accurate and specific feedback on performance to Store Managers, and guide the Store Managers to do the same for their respective teams
• Identify opportunities to ensure continued development and growth of team, working with the Trainer to address any areas of concern regarding the standard of product knowledge or customer service delivery
• Identify with HR on any training needs, specifically for soft skills for the retail team
  
  

Communication

• Maintain effective, regular and Aesop appropriate communication with team and colleagues
• Conduct regular and structured meetings with peers to collectively review performance, identify opportunities, obtain feedback and implement actions
• Ensure all communications are read, shared and actioned in a timely manner to the team
  
  

What We Are Looking For

• Previous multi-site management experience within customer service environment (ideally in a retail environment)
• Solid understanding of analysis and financial management
• Excellent organisational skills and demonstrated ability to multi-task and manage varying stakeholder requirements
• Demonstrated experience in the cultivation and enhancement of the customer experience
• Experience in coaching and developing staff and ability to drive commercial outcomes, creating an inclusive and psychologically safe work environment
• Demonstrated ability to utilise empathy to manage interpersonal relationships
• Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives
• Strong communication and problem-solving skills
• Computer literacy encompassing strong familiarity with Microsoft Office including excel
  
  

What’s On Offer

We take a holistic approach to employment, promoting professional development, career growth, employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering and matched giving programs. Employee benefits include -

• Generous product discount allowance and bi-annual complimentary product allocation
• Bonus opportunity based on personal, and business, performance
• Paid volunteering allowance for all employees
• Suite of options to aid development, including complimentary access to LinkedIn Learning, in-house Product and Core skills training and study support opportunities
• Access to employee assistance programmes, complimentary subscription to Headspace mindfulness app and summer wellness leave options.
  
  

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation.