Please note that this is a short-term position with contract term 6-12 months.

Scope of Job: Retail Enabling Manager will be responsible for relevant retail business training and enhance the people's leadership skills to achieve the retail operations goals and meet customer satisfaction. This position needs to be the intelligence hub to enhance retail team’s business capability and take initiative to training structure and schedule.
Ø The key R&R of this role will be to enable the whole retail operation team, including third party staff, to ensure the retail experience reaches and beyond park standard. This role also drives retail management team capability build up.
Ø Feeding retail people leader team and frontline MC through creativity and high-quality physical course delivery
Ø Support Senior retail operations manager follow and improvement of retail S.O.P standard or process to be measured against during daily operation.

Main Responsibilities

1. People
- Oversee and support business leaders on decision making regarding operations people onboarding process and material design.

- Support employee engagement and customer insight survey based on current reality needs to development training session and course

- Connect with department people leader and utilize external intelligence resources working on how to build team leadership capability and create creative workshop for team members.

2. Business enabling
- Support the store management teams by ensuring they are fully trained and competent users on store operating systems since onboarding to avoid discrepancies and risk to the business.

- Working with LLSHR L&D team on E-learning platform and delivery the training calendar monthly/yearly. Continuously update retail operations learning asset

- Working with LEGO Retail Excellence team to implement retail culture, product novelty ， experience set up and improvements (e.g. culture landing process, service journey design) to enable amazing retail store working atmosphere and exceeding consumer experience

- Working with Park Call Center team to be the main liaison to identify the operations and service potential, continuously provide customer and product insight，optimize the service SOP process in terms of customer insights with Senior Retail Operations Manager

- Together with the store teams to manage & communicate store workload to other departments and steer special projects to drive operational excellence, enable smooth technical operations as well as implement omni-channel opportunities in our retail stores.(e.g. 3rd party system…)

- Continuously take lead for collecting retail team learning needs， working with Retail Director to build team culture and people management capability.


3. Finance
- You will be responsible for working closely with the Senior Retail Operations Manager with shop product and customer insight, cost of variously study and survey. A proactive approach is required to keep these in line with the Department goals. You will oversee & manage the month-end process for training and enabling cost.

- You must ensure that the retail team is always compliant and leverage the training resource with the company’s budget handling policy.


4. Communication
- All subsequent paperwork following training material and store deliveries across the Resort must be maintained and processed correctly. You are to make sure all element in training document these to a high standard through cross function communication and check.

- You are to take lead some crossing communication and initiative to training structure and schedule. Make sure the process always fine tune with internal and external stakeholders.

5 Market
- You will be able to working with Senior retail operations manager to consolidate service requirement and audit process，design and execute MSP（神秘人）project

- Working with retail marketing team on new element and skills for handing the G.T.M plan in retail shops

6 Health & Safety
You are responsible for implementing LLSHR’s HSS Policy, management system and related standards.
Within the area of management responsibility, you must:
 Show clear leadership and commitment to HSS; this includes setting a good personal example.
 Develop plans that are consistent with the HSS strategy to carry out risk assessments and meet relevant standards, legal requirements and LLSHR’s HSS targets and objectives.
 Take the necessary practical steps to implement the HSS management system, including:
 Providing suitable resources and training
 Defining specific roles and responsibilities
 Explaining HSS issues effectively
 Establishing operational controls
 Managing contractors effectively
 Organising emergency response arrangements
 Implement measures to monitor HSS performance and, where necessary, take corrective action. This includes audits, performance monitoring, and reporting / investigating incidents.
 Ensure that HSS decisions are consistent with LLSHR’s HSS Policy.
 Consider HSS issues in business decisions and explain their importance.
 Support promotional campaigns and educational plans.
 Recognise and reward employees who show positive HSS behaviour and achieve HSS objectives.
 Discuss HSS issues regularly.
 Encourage employees to suggest measures to improve HSS performance, and follow these up.
 Ensure that employees who blatantly or repeatedly violate HSS standards, procedures and rules are disciplined appropriately.
 Challenge unsafe conditions or actions and work with those involved to agree the necessary safety improvements.
 Provide ready access to skilled HSS professionals and / or accurate HSS advice.

Requirements
1. Leadership

- Influence and enabling store direct MC team 80-100 staff, 3rd party staff 70-80 if needed
- Working with Retail different department to deliver store excellence operations.
- Working with internal cross function and external stakeholders.

2. Entrepreneurship

- Be good at design and developing training material.
- Be able to establish and improvement S.O.P of store.
- Be the role model on shop excellence and be able to stand up in hard and pressure situation
- Be curious to learn new stuff, new trends, new technology

4. Humber and Smart

- Employee first, team first guest orientation is the principle to follow.
- Be supportive and be able to guide team members to resolve issue and present at the scene when dealing with difficult situation.

5. Communication skill

- Work closely with Retail director to ensure smooth business running with Merlin and LEGO procedure.
- Work closely with Senior Retail Operations Manager to deliver training schedule.
- Work closely with Park cross function to deliver shop efficiency and guest satisfaction.

6. Result oriented

- Aligned with store monthly sales revenue and margin, secure cost efficiency.
- Guess centric and NPS result.
- Team energize and enabling management both in frontline and management level.
- Make sure the good retail team culture and capability assessment


7. Other requirements
Industry preference: Retail and Entertainment industry, love LEGO® brand, brick building experience

Skill preference: Effective organization, verbal and written communication skills are required. Requires the ability to plan effectively, identity and organize clear goals and targets and present information clearly and concisely. Must be able to cope with multiple tasks, and work within timeframes which necessitate working under pressure.

Language: Proficiency in verbal and written English (Merlin and LEGO)

Key experience preference: At least 5-8 years in relevant job experience, Comprehensive, authoritative knowledge of retail enabling, techniques & processes. human resource discipline will be a plus;

Education and Any Certification Required: Bachelor and above qualification.

Technical and function knowledge: Master the relevant knowledge of retail operations and retail system master user.