Objective:

The Retail Manager - Core Duty Free oversees daily operations and team performance across liquor, tobacco, beauty, and confectionery stores. The role drives sales, ensures service excellence aligned with Singapore Cruise Centre standards, and executes commercial strategies effectively. Responsibilities include monitoring KPIs, managing staffing, overseeing merchandising and stock levels, and ensuring compliance with SOPs. The Retail Manager works closely with internal teams and external brand partners to deliver consistent store performance. Strong leadership, hands-on management, and the ability to coach and motivate retail teams are essential to succeed in this fast-paced cruise terminal environment.

KEY RESPONSIBILITIES

1. Sales & Profitability

• Drive store performance through proactive KPI monitoring (sales, average basket size, conversion, staff productivity, etc.) and implement corrective actions as needed.
• Collaborate with Commercial and Merchandising teams to optimise product mix, promotions, and visual merchandising in line with passenger profiles.
• Deliver regular sales performance reports and analysis, and cascade commercial objectives to store teams.
• Support delivery of annual revenue and profit targets for assigned locations.

2. Operational Excellence

• Ensure consistent adherence to all Standard Operating Procedures (SOPs), including those related to cash handling, stock management, and customer interactions.
• Guarantee outstanding service levels according to OSCAR standards and in compliance with the Singapore Cruise Centre.
• Oversee inventory accuracy, stock levels, replenishment cycles, and coordination with the Buying and Supply Chain teams.
• Monitor compliance with loss prevention policies and escalate any discrepancies or incidents promptly.
• Lead annual physical stock counts, monthly cycle counts, and store fit-outs or refurbishments.
• Maintain high standards of cleanliness, display integrity, safety, and merchandising per brand and CAG guidelines.

3. Team Leadership & People Development

• Drive a high-performance culture by training, coaching, and motivating team members to exceed sales and service goals.
• Participate in recruitment, onboarding, and induction of new hires, in coordination with HR.
• Monitor team attendance, manage rosters, and ensure adequate shift coverage across all trading hours.
• Conduct regular performance appraisals, feedback sessions, and career development conversations.
• Identify high-potential team members and propose individual development or succession plans.
• Support resolution of disciplinary matters in alignment with company policy and MOM regulations.

4. Stakeholder Engagement

• Collaborate closely with internal teams, including HR, Marketing, Merchandising, and Finance to implement retail strategies effectively.
• Ensure compliance with Singapore Cruise Centre security, safety, and regulatory standards at all times.

CANDIDATE PROFILE

Qualifications & Experience

• Diploma or Bachelor's Degree in Business, Retail Management, or a related field.
• Minimum 5 years of relevant experience in retail operations, including team management experience.
• Prior exposure to Cruise Centre, travel retail, or duty-free environment is a strong advantage.
• Able to work in a rotating shift schedule, including weekends and public holidays.

Technical Skills

• Strong command of English; ability to converse in Chinese or other languages is an asset due to international customer base.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint); knowledge of POS systems and retail analytics tools is preferred.
• Sound analytical skills; able to interpret KPIs and convert insights into action.
• Knowledge of merchandising principles and product handling in high-volume retail settings.

Behavioural Competencies

• Energetic and hands-on leadership style
• Excellent interpersonal and cross-cultural communication skills
• Strong customer-first mindset and problem-solving orientation
• Commercially savvy with good business acumen
• Resilient, adaptable, and able to thrive in a dynamic retail environment
• High level of integrity, confidentiality, and professionalism