Retail manager

Monocle is the renowned global affairs and lifestyle magazine, 24-hour radio station, website, retailer and media brand. Monocle is headquartered at iconic Midori House in Marylebone, London and in Zürich, Switzerland.

Monocle has more than 30 correspondents all around the world, and operates a global network of shops in addition to a thriving e-commerce business.

Our global team is currently over 200 strong. Some full time and others freelancers, they come from and are based all around the globe and are all seen as an extension of the brand. They are vibrant, knowledgeable and eager to go the extra mile.

Monocle’s Retail division employs a world-wide team across shops in Tokyo, Hong Kong, Toronto, Los Angeles, Zurich and London and Online. Our selection is focused on a curated range of brand collaborations from Japan, the US, the UK, Switzerland, Italy and France with many items being limited editions. We market those products in close collaboration with our editorial content to bring the selection to life online and in our shops.

What we are looking for
Entrepreneurial and dynamic, you will manage our retail operations in Hong Kong. You will understand luxury consumer behaviour and know how to attune a message to local and international customers.

What the role looks like day to day
The Retail Manager will take ownership of step-changing Monocle’s operations in Hong Kong across a series of functions – sales, product scouting and co-ordination, and training a team. More than just a point of contact for our customers and subscribers, you will be a brand ambassador for Monocle. You will have a broad perspective and define customer experience in our Hong Kong shops in collaboration with all Midori House retail functions.

This role is based in Hong Kong – reporting to the Head of Retail, based in London.

Key responsibilities:

– Managing employees and overall operational efficiency of the shop and expanding sales productivity
– Interviewing and hiring new staff
– Training employees on sales, product, inventory, reporting, customer service
– Ensuring staff is on its best behaviour, appropriately representing the company, and maintaining a positive attitude
– Scheduling rota strategically
– Maintaining the shop in optimum state ensuring it is clean and meticulously merchandised
– Reaching out to existing customers and creating new sales opportunities
– Communicating with staff, customers, other stores, and other departments in person, over the phone, and by email
– Maintaining inventory and ordering/ transferring stock when necessary
– Reporting on the shop’s and product productivity
- Reconciliating and reporting on sales accounting and stock inventory
– Making sure the site is meeting financial targets
– Inspiring the retail team with a positive attitude and enthusiasm
– Having sufficient product knowledge and customer service skills to help all customers with their questions
– Maintain all POSM replenished and fresh

Upgrade Customer Experience
– Identify key areas of improvement and create a seamless experience
– Drive a local customer-retention scheme in line with available CRM tools and customer data
– Maintain and promote a high level of service at all times
– Deliver consistently excellent customer service
– Manage local conversations pre, during, and post the customer lifetime cycle

Commercial activity
– Identify key areas of improving information in communications to the local market
– Adapt an omni-channel approach and assist customers with buying subscriptions or products from our web shop, when needed
– Organise monthly promotional events linked to new product and editorial content
– Actively work to increase local subscriber base via promotions, events and partnerships

Product development
– Scout, source and coordinate fresh local product with the Chairman and the Product Development Manager

Key requirements:
– Previous sales or customer-service and CRM experience in a premium environment
– An undergraduate degree in hospitality is desirable but not essential
– Excellent presentation skills
– Excellent understanding of the luxury market
– Excellent verbal and written communication skills
– Ability to lead and motivate a team and achieve results through influence and problem-solving; you will understand the needs of premium customers
– Flexible attitude and positive approach to change
– Energetic, self-starter and proactive
– Fluent in English, Cantonese and/or mandarin is a plus


Daniel Pinto


Hong Kong


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