Store Manager – Luxury Fashion & Accessories

This role requires the candidate to work in Surabaya, Indonesia.

Client Overview

Our client is an established luxury retail operator in Indonesia, representing internationally recognized fashion and lifestyle brands across premium shopping destinations.

The company specializes in luxury leather goods, handbags, travel accessories, small leather goods, and selected fashion and footwear collections. With a longstanding presence in Indonesia's luxury retail market, the organization focuses on delivering exceptional customer experiences through premium product offerings, refined store environments, and personalized service.

Operating in prestigious shopping malls across major Indonesian cities, the company is committed to maintaining international retail standards while strengthening customer loyalty and driving sustainable store performance.

Job Role

The Store Manager – Luxury Fashion & Accessories will be responsible for leading the daily operations and commercial performance of a luxury fashion boutique located at Tunjungan Plaza, Surabaya.

Reporting to the Head of Retail, this role oversees store sales, customer experience, team development, inventory management, and operational compliance. The successful candidate will serve as a brand ambassador, ensuring that every customer interaction reflects the brand's service standards while driving sales growth and strengthening relationships with high-value clients.

The ideal candidate is an experienced luxury retail professional with a strong background in full-price boutique management, sales performance optimization, clienteling, and team leadership. This individual should be commercially driven, detail-oriented, and capable of balancing premium customer service with operational efficiency.

Key Responsibilities

• Drive store sales performance to achieve or exceed monthly and annual sales targets.
• Monitor key retail KPIs, including sales turnover, Average Unit Retail (AUR), Average Transaction Value (ATV), Units per Transaction (UPT), and customer retention.
• Analyze sales results, identify performance gaps, and implement action plans to improve store productivity.
• Prepare weekly sales reports, performance updates, and business insights for the Head of Retail.
• Develop and execute clienteling strategies to strengthen customer relationships, encourage repeat purchases, and grow the high-value customer base.
• Deliver personalized customer service in line with luxury brand expectations and service standards.
• Handle customer feedback, complaints, and after-sales matters professionally.
• Lead daily team briefings to communicate sales priorities, promotions, product updates, and performance objectives.
• Ensure visual merchandising, product displays, store cleanliness, and overall presentation comply with brand guidelines.
• Lead, motivate, and coach the store team to achieve sales targets and consistently deliver excellent customer service.
• Set individual and team sales objectives and monitor performance against agreed KPIs.
• Conduct regular coaching sessions, product knowledge training, and service development activities.
• Manage staff scheduling and shift allocation to ensure adequate store coverage.
• Support recruitment, onboarding, and training of new team members.
• Conduct regular performance reviews and quarterly evaluations, providing constructive feedback and development plans.
• Maintain professional grooming, appearance, discipline, and service standards across the team.
• Foster a collaborative, accountable, and customer-focused store culture.
• Oversee daily store operations, including opening and closing procedures, cash handling, transactions, and delivery coordination.
• Ensure compliance with company policies, operational procedures, and brand standards.
• Monitor inventory levels, stockroom organization, product movement, and replenishment requirements.
• Conduct regular stock counts and inventory reconciliations to maintain stock accuracy and minimize discrepancies.
• Identify potential stock loss, damage, and operational risks, implementing appropriate preventive measures.
• Maintain accurate store records, sales documentation, and operational reports.
• Coordinate with head office and relevant support functions regarding sales performance, stock allocation, staffing, and operational requirements.
• Ensure efficient handling of customer requests, product reservations, exchanges, returns, and after-sales services in accordance with company policies.
• Support promotional activities, new product launches, and store initiatives to maximize commercial performance.
  
  
  

Candidate Requirements

• Minimum Bachelor's Degree in any major.
• Minimum 5 years of experience in luxury retail, with substantial experience in store management or equivalent retail leadership responsibilities.
• Proven experience managing full-price luxury boutiques, preferably specializing in handbags, leather goods, fashion accessories, or premium fashion products.
• Experience in outlet retail alone may not be sufficient; candidates should demonstrate familiarity with full-price luxury retail environments.
• Strong understanding of luxury retail sales KPIs, including AUR, ATV, UPT, sales turnover, and customer retention.
• Proven ability to achieve sales targets, analyze business performance, and implement effective sales improvement strategies.
• Demonstrated expertise in clienteling, customer relationship management, repeat-customer development, and personalized luxury service.
• Strong people management skills, including coaching, performance evaluation, staff scheduling, and team development.
• Good understanding of retail operations, inventory control, stocktaking, cash handling, and store administration.
• Familiarity with visual merchandising standards and the importance of brand presentation in luxury retail.
• Strong commercial awareness, analytical thinking, problem-solving, and decision-making abilities.
• Excellent communication, interpersonal, coordination, and customer service skills.
• Professional appearance, attention to detail, high integrity, and a strong sense of accountability.
• Basic English proficiency for workplace communication and understanding brand-related materials.
  
  
  

Job Code: #866