ROLE SUMMARY:

This is a senior role, which supervises the daily operation of a customer facing information and retail services business, which benefits from 10% of the total footfall to Suzhou Village. The BVC Team Leader will develop close relatiohips with Suzhou Village teams, with the purpose of growing sales, and maximizing the profitability of the BVC through the Retail offer and supporting services.

Key interaction will be required with the Retail, Marketing/Tourism Teams, as well as the Community Relatio Director to gather background knowledge, support & develop new initiatives, whilst also actively influencing positive business decisio.

The successful role holder should model outstanding leadehip, excellence in customer service, exemplary Retail Store Standards, as well as high levels of team engagement & performance.

KEY RESPOIBILITIES:

？Work closely with the SZGWC manager on all day to day activities;

？Oveee the day to day running of the SZGWC, supervising staff and eure a VIP

hospitality service is maintained at all times;

？Manage the staff role in partnehip with the SZGWC Manager;

？To grow sales & profitability of Gift Card, Shopping Collection service Valet and B2B services;

？Analyze our customer competitor requirements and positioning, create services to be competitive;

？Interpret trends to facilitate planning a promotional calendar for all seasonal services;

？Oveee staffing on a daily basis in partnehip with the SZGWC Manager;

？Coistent monitoring of competito so that SZV become leader in the service

offering;

？Effectively network in all departments across the business;

？Work alongside the team on the floor to undetand back to floor basics and improve

processes;

？Drive the retail product offer and KPI’s of all services;

Tourism

？To provide effective and ipirational leadehip for the SZV Assistant Team, setting

clear direction and providing feedback and support to enable great levels engagement,

commitment & performance;

？Support and meet Value Retail’s Tourism and Marketing objectives as defined and

agreed in the annual promotional calendar;

？Promote the Town center as a visitor destination and to enhance the local network by

build relatiohips for the SZV with local businesses and stakeholde;

？Promote local events, attractio and businesses;

？Promote a Sustainable Tourism Program, including the widest possible use of

public traport and other “green initiatives”;

？Work with other Value Retail visitor center in Europe to exchange best practice

initiatives and tourism opportunities;

？Maintain a full and varied stock of Tourism and Marketing materials provided to visito

free of charge (leaflets and brochures)

Hospitality

？Eure that the SZV Team offe standards of excellence in the welcome and

customer care of all domestic and international visito whilst complying with Value

Retail and statutory training and support programs;

？Create clear development pla for the team that deliver world class service and

Hospitality;

？Contribute in shaping and establishing critical Hospitalityervice measures, euring

that the team undetands these standards and the part they play in delivering on

these;

？Identify opportunities for the introduction of new services and communicate this

through the appropriate channels.

Retail & Hospitality Services

？Work closely with the Retail and Marketing team to effectively plan for all key trading

events and peak periods, including all key tourism and retail calendar events, such as

National Holiday & Christmas, Chinese New Year etc.;

？Eure that the store is fully compliant with all legal Trading Standards obligatio

and Health & Safety legislation;

？Monitor retail sales and profit targets, delivering action pla to maximize performance;

？Manage and monitor KPI performance of Gift card, SCS (Shopping Collection Service)

and online promotio through close review, timely reporting and follow up;

？Support the operation of Valet parking and Valet carwash;

？Weekly communication to the team of sales and KPI’s, to eure that all staff

undetands their role in delivering them;

？Maximize the margin performance through driving and making commercial decisio

based on product knowledge, bestselle performance and optimizing the Hospitality

experience for all visito to the SZV;

Supervise and drive the implementation of tourist services, such as hotel reservatio;

？Eure security standards are met and adhered to at all time;

？Eure the department is fit to audit and provide an auditable trail facility.

Industry Iights

？Review competitor activity and provides regular feedback to the business;

？Build develop and maintain relatiohips with B2B partne and internal cross function

departments (eg: Marketing, Operatio, Community Relatio and Tourism).

People Management

？Coistently manage and review the performance & development of the team with the

SZGWC Manager;

？Actively promote, recognize and reward great performance

SKILLS, EXPERIENCE & QUALIFICATIO REQUIRED:

Proven track record of operating as a successful Tourism / Hospitality Manager

Strong hospitality/customer care skills

Career defined by a Tourism & Hospitality background

Strong commercial acumen and the ability to deliver at a strategic level, with sound analytical iights

Traformational leader, fully conveant in the change process and an ipiring presence

Experience of sales in a Tourism/Retail setting, with the ability to motivate and drive the sales team

Tourism background particularly on the strategy and execution of the SZV operation

Demotrable track record of effective people management

Ability to plan, prioritize effectively

Able to work individually or as part of a team

Operates both operationally and strategically, as required

Excellent verbal, written, interpeonal & communication skills, delivering with impact & influence

Exemplary critical thinking skills and solution orientated

Demotrates drive, resilience and flexibility when working in a dynamic a fast paced environment

Flexibility in terms of working hou & pattern (including weekends and Bank Holidays

Interest in and knowledge of the local area

Experience in a premium environment or market leading tourism destination

Intuitively undetands the importance of excellence of customer experience/hospitality.

Easily collaborates across multi-functional teams, internally and externally

Manages effectively across primary internal linkages, such as, Community Relatio Tourism Retail, Marketing

Act as an ambassador for Value Retail

Strong cultural awareness

Fluent in English and local Village language - other European languages advantageous