Retail Operations Assistant

About Us

Love, Bonito is a digital-first company on a mission to empower the everyday Asian woman and inspire self-confidence. We are Southeast Asia’s leading womenswear brand, headquartered in Singapore, with an omnichannel presence across Hong Kong SAR China, Indonesia, Malaysia and a retail franchise in Cambodia. In addition, we have also expanded into international markets namely the Philippines and the United States of America.

Founded in 2010, we are proudly female-founded with more than 65% female representation in leadership roles (#girlpower!). We raised a US$50M Series C round in 2021 and know that we’re on the cusp of something great, where we’re working towards becoming the most thoughtful brand globally, for the Asian female consumer, especially when it comes to our products, community and experiences.

There’s a lot more work to be done with all of our exciting plans. So we’re looking to team up with people who are wildly passionate about making an impact and be part of a dynamic team, in a workplace with no corporate BS (yes, you read that right!)

The role

You will be responsible for building our retail business unit and ensuring that company policies and procedures remain consistent across individual locations. You are the main point of contact and communications between HQ and the store teams, delivering service and operations excellence. Reporting directly to the Head of Retail, you will coordinate the full spectrum of business activities encompassing inventory control, budgeting, team trainings, and vendor relations.

You should have / be

• A high degree of professionalism, work ethic, judgement and keen attention to detail
• Strong communication skills and an outgoing personality who enjoys interacting and connecting with people to build trusting relationships with customers and external stakeholders
• Strong multi-tasking and execution abilities, and an ability to think /work systematically, with impeccable judgment and discretion

Main responsibilities

Store Operations (Backend)

• Deliver key operational information promptly and accurately from HQ to retail teams, and vice versa
• Relay feedback from Retail POV to relevant stakeholders, so as to optimise communication, coordination and execution for retail teams
• Assist in overseeing general store administration and back-of-house management, and ensure teams’ compliance with policies and procedures during weekly store visits
• Liaise with cross-functional departments and external vendors to troubleshoot operational tech & equipment, such as POS issues, fabric & production defects, resolving customer grievances etc.
• Track results and feedback from new initiatives and/or operational procedures
• Collaborate with functional teams in carrying out in-store campaigns and promotions
• Generate and upkeep trackers of internal supplies, for accurate ordering
• Provide long and short term solutions to arising issues with operational workflows
• Ensure timely and proper set up of stores for bi-annual inventory stocktake, sales events
• Support planning, organisation and execution of retail events and be present where required

Administrative management support to Stores

• Follow up on timely updates and accurate organisation of Retail reports, trackers, documents, to maintain sources of truth for Retail organisation
• Coordinate regular procurement of monthly store supplies, all necessary operational materials for store operations as well as store events, including new store openings
• Source and manage vendor relations, providing support and overseeing store facilities maintenance for all locations
• Consolidate data results for Retail stores and share basic analytic findings for customers’ feedback and insights from teams
• Conduct weekly audit checks on paperwork in stores and provide corrective feedback to Retail teams, including but not limited to:
  • Timeclock data and management
  • Cashiering discrepancies, refunds, voids
  • Loss & prevention routines
• Support the implementation of operational trainings, by coordinating with respective stakeholders and preparing required venues & equipment

KPIs

• Retail efficiency and productivity
• Customer Service Excellence: NPS, GRP
• Inventory Management KPIs
• Successful execution and roll-out of projects & milestones

Qualifications & Experience

• Previous relevant experience in Customer Service or Retail Operations preferred.
• Degree in any field
• Possess intermediate Microsoft Excel and Powerpoint skills
• Good communication and interpersonal skills, numerate and tech-savvy
• Good team player, highly initiative, diligent and fun-loving.
• Meticulous with details and works with a positive attitude to meet deadlines
• Excellent time management skills and independent worker

Benefits

1. Flexible Work Arrangement

• Work from anywhere*!
• Hybrid work and adjustable hours - as long as present during our core working hours

2. Staff Wellness

• Comprehensive corporate insurance (Fully covered visits at our panel clinics, Dental coverage, Maternity reimbursement, Mental wellness support)
• Tailored coaching services for mental wellness

3. Learning and Career Development

• Learning and development (i.e. subscription plans to best-in-class resources, personal development fund etc)
• Dedicated leadership training for those of managerial responsibilities
• Friday pm off for learning

4. #TeamLB perks

• Generous staff discount off LB products
• Corporate partnerships with a variety of companies
• Welcome to #TeamLB swag and store gift cards (get your LB work outfit on us!)
• Employee driven peer-to-peer recognition platform to honour and celebrate everyday achievements
• Internal Referral programme