Job Description

Retail Operations & Commercial Strategy

Drive day-to-day commercial operations across all retail stores and department store counters to maximize sales performance, conversion rates, productivity, and overall market profitability.

Annual PLA Execution

Lead and manage the annual Performance Level Assessment (PLA) process for the entire retail frontline team; evaluate staff competencies, score individual performance tiers, and map out structured development or improvement plans.

KPI Management & Performance Analysis

Set, monitor, and analyze sales targets, retail metrics, and CRM KPIs. Identify performance gaps and competitor activities to swiftly execute targeted action plans and corrective measures.

Luxury Service & Brand Excellence

Act as the ultimate Brand Ambassador, ensuring all stores strictly comply with TUMI's premium visual merchandising (VM) guidelines, staff grooming standards, and luxury clienteling expectations.

Cross-Functional & Administrative Liaison

Partner regularly with corporate functions (Finance, Logistics, HR, IT, and Marketing) to streamline non-stock support, manage administrative workflows, approve operational logistics, and ensure business efficiency.

Inventory & Merchandise Optimization

Collaborate closely with the Merchandising and Allocation teams to maintain healthy stock levels, provide accurate sales forecasting, ensure timely SKU replenishment, and participate in scheduled stock-takes.

People Management & Talent Development

Lead recruitment, onboarding, ongoing performance appraisals, and retention strategies. Partner with the Training Manager to deliver regular coaching on sales techniques and operational SOPs.

Roster Optimization & Labor Management

Proactively manage store manpower allocation and optimize duty rosters to guarantee full floor coverage—maximizing sales conversion while controlling overtime (OT) expenses and streamlining operational submissions.

Network Expansion & Landlord Relations

Build and nurture strong strategic relationships with landlords and department store buyers; identify high-potential locations for premium store expansion and successfully execute localized marketing activations or roadshows.

Team Leadership & Motivation

Inspire, mentor, and build a highly motivated, collaborative frontline retail team; initiate sales incentives to drive engagement, and establish robust succession planning to cultivate internal growth.

Other responsibilities may be added to the above, which are consistent with the title of Retail Sales and Operations Manager.

4–6 years of experience as a Retail Sales and Operations Manager, with a proven track record of driving sales performance and achieving retail and CRM KPIs. Preferably from Premium to Luxury, or Lifestyle Brands, with hands-on retail experience (both at store and office levels). An entrepreneurial mindset.

Strong expertise in managing landlord relations and coordinating high-impact department store promotions.

Highly energetic and results-driven with a strong sense of urgency and a proven "get things done" mindset.

Strong ability to coach, motivate, and develop store teams to consistently meet and exceed business goals.

Exceptional interpersonal skills coupled with a deep passion for the luxury retail environment.

Who we are:

Since 1975, TUMI has been creating world-class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we’re committed to empowering journeys as a lifelong partner to movers and makers in pursuit of their passions. The brand is sold globally in over 75 countries with approximately 2,000 points of sale.