1. Role overview

• Team management
• Cost and business management
• Operations management
• Marketing communications management
• Customer experience and store operating standards
• Reporting and planning.

2. Key responsibilities

2.1 Team management

• Manage and coordinate store staff, build work schedules, assign shifts and allocate people to match operating and sales needs at stores, tournaments and events.
• Design and deliver training for roles according to the Company’s needs.
• Build and update Job Descriptions (JDs), KPIs and evaluation criteria for each position.
• Monitor performance, discipline and staffing, and propose adjustments, training and development plans.
• Work with others to resolve people-related issues and keep departments running without disruption.

2.2 Cost and business management

• Control and review departmental costs to ensure they are reasonable, efficient, within budget and aligned with business performance.
• Track budgets and costs related to Marketing, sponsorship, production, staffing, operations and other business activities.
• Track and analyze the P&L of each business channel/project, including stores, dealers, wholesale, uniforms, online/e-commerce marketplace sales and sales at tournaments/events.
• Control the financial performance of each program/project, ensuring business activities meet revenue targets and a positive P&L as planned.
• Coordinate resources, people and costs so projects are delivered on schedule and achieve business results.
• Propose ways to optimize costs and improve operational and business efficiency.

2.3 Operations management

• Build, standardize and improve the Company’s operating processes, including store operations, warehousing, production, merchandise, delivery and the coordination process between Sales – Marketing – Design/Production.
• Manage and coordinate merchandise planning, ensuring goods are produced, received into stock and allocated on schedule, in line with sales needs and at optimized cost.
• Coordinate merchandise between the warehouse and points of sale, ensuring products are allocated fully, on time and in sync.
• Control merchandise status and the execution of receiving – shipping – inventory processes at Pili’s warehouses.
• Monitor and control coordination with suppliers, ensuring supply schedules and resolving issues promptly.
• Build lasting relationships with suppliers and strategic partners.
• Proactively identify operational bottlenecks and propose solutions to raise productivity, reduce costs and keep the business running continuously.
• Roll out technology tools (ERP, warehouse management software, etc.) to improve operating efficiency.

2.4 Marketing communications management

• Review and track delivery of monthly/annual Marketing plans, campaigns, product shoots and brand communications.
• Control sponsorship programs, including budgets, media benefits, sponsored products and delivery results.
• Work together to build and control Marketing, Visual Merchandising and brand identity activities in stores.
• Control branding rollout at dealers, points of sale, sales events and sponsored programs, ensuring a consistent brand image.
• Review promotions across Pili’s sales channels, ensuring they follow policy, stay within budget and do not exceed allowed cost/profit-margin thresholds.
• Track the performance of Marketing activities and propose adjustments to optimize costs, raise brand awareness and support revenue targets.
• Work with Marketing, Sales, Design and external partners to ensure brand activities are delivered in sync and in the right direction.

2.5 Customer experience and store operating standards

• Build and monitor Customer Service standards (Service SOP) across all showrooms/points of sale.
• Manage customer satisfaction (NPS) and return rate across Online/Floor channels.
• Work with Marketing and Customer Service to ensure a seamless, effective shopping experience.

2.6 Reporting and planning

• Prepare and compile weekly business reports, tracking revenue and performance by sales channel.
• Compile and analyze merchandise and inventory status.
• Track best-sellers, out-of-stock items, broken size runs, slow-moving stock and defective goods; proactively propose reproduction, transfer, sales push or markdown plans as appropriate.
• Prepare the annual revenue – cost plan, set business objectives and propose KPIs for the following year.
• Prepare and analyze monthly/quarterly/annual business summary reports, compare actual results with plan and propose improvements.
• Provide the reports and analysis the Board of Directors needs to support decisions on merchandise, revenue, costs and business plans.

2.7 Other responsibilities:

• Manage operating technology systems: propose permissions, optimize data flow between Warehouse – Stores – Accounting; approve special limits/transactions according to the authority matrix.
• Oversee business, cost and operations management of Vietory TQK company, ensuring control of staff, revenue, merchandise, P&L tracking, reporting, cost control and operating procedures, and working with accounting and legal on legal/corporate procedures.
• Other tasks as requested by the direct manager.