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Senior Manager, Retail Experience (Ref: OS00396)
Job reference no. : OS00396
Marketing and Sales  |  Permanent
29 Nov 2022
Marketing and Sales  |  Permanent
29 Nov 2022

About our role

We are now looking for a talented Senior Manager, Retail Experience  to be part of our dynamic team. Reporting to the General Manager, Marketing, the incumbent will be responsible for elevating the service standards of the Company’s front-line retail customer service staff across all Hong Kong and China centres.

Responsibilities will include

  • Establish and grow the Retail Experience team for the Company’s portfolios in Hong Kong and China

  • Instruct and oversee the services provided by frontline staff including but not limited to customer service teams, concierge staff and lounge staff and VIP relationship teams

  • Work closely with the Learning & Talent Management Team, HR&A to establish training programs for frontline staff and perform all aspects of training functions, including counselling, coaching, training, disciplinary action, etc

  • Understand the differences among centres and cities and adjust accordingly

  • Educate and train local colleagues in centres to handle guest complaints.

  • Set services standards, policies and rules for customer servicing staff and ensure its execution and competitiveness

  • Ensure that service standards, policies and rules are properly understood and followed through in all shopping centres

  • Ensure that the Standard Operating Procedures (SOP) are continuously updated, maintained and used effectively in all centres

  • Set standards for front line staff’s presentation including grooming, uniform adoption and related protocols

Together with creativity, integrity and passion, our ideal staff should be / have

  • University graduate from Retail, Hospitality or related disciplines

  • 10 years working experience with at least 6 years of Front Office experience

  • Excellent Front Office knowledge

  • Very flexible and able to adapt to changing environments and management demands

  • Flexible to travel regularly (mainly HK & Chinese Mainland cities)

  • Able to cope with pressure

  • Excellent communication skills in English and preferably Cantonese and Putonghua

Join us

You are invited to submit your application via the Apply button.


As an equal opportunity employer, Swire Properties strives to foster a diverse workforce and inclusive workplace, where People can thrive. If you require special assistance, due to disability, during any part of the recruitment process – including the online application and/or the selection process – please reach out to us via email (as specified on the job application website) at any time.


If we haven’t contacted you six weeks after your submission, then please consider your application unsuccessful this time. All personal data collected during the application process will be kept for 12 months after its completion, and then destroyed. All information will be used for recruitment and appointment purposes only. The Company will handle all personal data confidentially in accordance with the Hong Kong Special Administrative Region’s Personal Data (Privacy) Ordinance.


To find out more about Swire Properties’ Sustainable Development (SD) 2030 Strategy, especially in the area of People, visit www.swireproperties.com/en/sustainable-development/people.aspx.


© Swire Properties Limited 太古地產有限公司







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