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Client Experience & Business Performance Manager

Hong Kong Permanent View Job Description
This role combines commercial analysis, retail operations, customer experience enhancement, and project management. You will work closely with boutique leadership teams to identify opportunities, improve performance and implement initiatives that support sustainable business growth.
  • Strategic role with direct impact on retail performance and customer experience.
  • Drive meaningful projects and business transformation initiatives.

About Our Client

An established luxury retail group is seeking a Client Experience & Business Performance Manager to drive retail excellence, business growth, and client experience across its boutique network in Hong Kong.

Job Description

Business Performance

  • Analyze sales and operational performance across boutiques and identify improvement opportunities.
  • Prepare reports and presentations for management, providing actionable insights and recommendations.
  • Monitor key business metrics and evaluate the effectiveness of new initiatives.
  • Identify performance barriers and recommend solutions to drive business results.



Retail Operations & Client Experience

  • Enhance and maintain exceptional client experience standards across retail locations.
  • Develop performance targets and support boutique teams in achieving qualitative and quantitative goals.
  • Design and implement initiatives to improve sales productivity, client engagement, and service excellence.
  • Ensure operational processes meet internal governance and compliance requirements.



Business Development & Strategy

  • Support retail growth initiatives and evaluate business opportunities.
  • Partner with retail leadership to identify opportunities to improve revenue, profitability, and customer experience.
  • Contribute to strategic planning and long-term business development projects.



Project Management

  • Lead cross-functional retail projects and change initiatives.
  • Collaborate with stakeholders across retail, marketing, customer experience, and technology teams.
  • Drive project execution and ensure successful implementation across the business.



The Successful Applicant

  • Bachelor's degree in Business Administration, Marketing, Retail Management, Hospitality, or a related discipline.
  • Minimum 5 years of experience in retail operations, business performance, customer experience, hospitality, or a similar commercial environment.
  • Strong analytical skills with the ability to interpret sales data and business trends.
  • Excellent communication, presentation, and stakeholder management skills.
  • Proven ability to influence and collaborate with teams across different levels.
  • Strong commercial awareness and understanding of customer experience principles.
  • Experience within luxury retail, premium retail, hospitality, or customer-centric industries is highly preferred.
  • Fluency in English and Cantonese; Mandarin is an advantage.

What's on Offer

Apply for this Client Experience & Business Performance Manager position to discuss the role further.

Contact
Polly Leong
Quote job ref
JN-112026-7142455
Phone number
+85225306131

Job summary

Function
Retail & Sourcing
Specialisation
Store Management
What is your area of specialisation?
Retail
Location
Hong Kong
Job Type:
Permanent
Consultant name
Polly Leong
Consultant phone
+85225306131
Job Reference
JN-112026-7142455

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.