Tracy Kuan
Singapore
Summary
Seasoned Operations Manager and talented leader with 30 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
32
32
years of professional experience
1
1
Certification
Work History
REGIONAL RETAIL OPS MANAGER
SEPHORA ASIA
12.2022 - Current
- Key responsibility for overseeing and executing projects within the Sephora Regional Retail environment. This role involves managing various aspects of retail operations, from IT related projects such as POS upgrade, Beauty Pass App, Connect Powered by Zipline, marketing campaigns roll out and inventory systems.
- Owner of the the Regional Store Operating Manual , responsible of updating the SOM on a yearly basis & driving training & adoption of SOM via Audit check & process compliant in the markets
- Team Management - Lead and manage cross-functional teams, including internal staff and external contractors to drive executions of projects in the markets- working on UATs, testing & piloting projects in markets.
- Support Regional Retail Director in regional sales and KPIs analysis, plan & execute regional-wide Incentive Target setting & tracking
HEAD OF RETAIL
the straits wine company
07.2021 - 05.2022
- Contracted to join the management team for re-branding and change management project for the wine business
- Key role responsibility is to identify; trouble-shoot the retail process, rebuilding and training the retail team
- Lead a team of 15 retail staff; 5-part timers to run day to day retail operations matters, handles all operations maintenance/ renovations works/ logistic & merchandising mix for all 9 stores
HEAD OF RETAIL
new balance
11.2019 - 01.2021
- Contracted Responsible in driving top line & bottom line for 9 Singapore New Balance Inline Full Price stores & 9 Factory Outlets concept stores, store sizes ranging from 1000 sqft to 2500 sqft, driving KPIs to achieved annual sales turnover of S$16.5 million- improving Conversion rate from 8% to 12% in 2020
- Lead a team of 80 retail staff, 4 Area Managers/ District Manager, 2 Merchandise Executives, VM Executive & Retail back-end supervisor in Singapore
- Responsible for day-to-day retail operations, ensuring Standard Operation Manual is effectively rolled out & practiced, overseeing recruitment, career development of retail staff
- Drove, execute global merchandising directions for footwear/ apparels/ accessories, to ensure success global marketing launches in own retail stores
HEAD OF RETAIL
6ixty8ight
10.2018 - 11.2019
- Responsible in driving top line; bottom line for all Singapore and Malaysia 6ixty8ight lingerie concept stores, store sizes ranging from 1500 sqft to 3500 sqft, driving KPIs to achieved annual sales turnover of S$13.2 million
- 100% ownership on P&L performance for both Singapore; Malaysia stores, controls and manage all operating; back-end expenses, driving more than 25% contributions for stores
- Successfully trained; lead the team to drive opening 4 new stores in Singapore; 1 new store in Malaysia KL within 6 months
CUSTOMER ENGAGEMENT MANAGER
RETAIL NEXT
08.2015 - 10.2018
- Key responsibility is to drive adoptions; deepens the understanding of the RetailNext CLOUD user interface with the key customers in the APAC region
- Responsible in aiding clients (retail organizations) as required for on-board; training required for the system
- To drive on-boarding with new customers by guiding them thru kick off process, managing training & reporting process
- Worked with some of the biggest retailers in the region, such as Levi’s AMA, Bose APAC, Nike Taiwan, Ralph Lauren APAC, Swarovski GRC etc., to roll out the RetailNext solutions (Pilots /Proof of Concept/Full deployment Roll Out)
RETAIL OPERATIONS MANAGER
adidas
12.2011 - 08.2015
- Key Responsible for organizing and planning for 21 adidas Sports Performance, Style Heritage, Kids Concept own retail stores, with the store sizes ranging from 400 sq feet (shop in shop concept) to 8000 sq feet, with an annual turnover of $26.4 million
- Involved in Staff development, vendor management, sales forecasting, and P&L budgeting
- Ability to lead a team of 90 retail staff, 3 Area Managers, 2 Retail Back-office support staff to achieve $26.4 million in 2014 for the competitive Sports business in Singapore
RETAIL OPERATIONS MANAGER
GORDON MAX
03.2006 - 11.2011
BUYER
GIORDANO
12.1997 - 02.2006
STORE MANAGER
GIORDANO
06.1993 - 11.1997
Education
Bachelor of Business - Business Administration
Royal Melbourne Institute of Technology University
12.2019
Diploma - Retail Management
University of Sterling
12.1996
Diploma - Business
Temasek Polytechnic
12.1993
Skills
- SOP Development
- Efficiency Improvement
- Efficient Scheduling Coordination
- Proficient in Software
- Business Requirement Analysis
- Team Development
- Performance Metrics
- Stakeholder Engagement
- Engaging Sales Demonstrations
- Project Coordination
Accomplishments
Collaborated with team of 10 internal stakeholders and external vendor to drive & successfully roll out of Project CONNECT Powered by Zipline (Task & Commnucation Management Tool for Retail) for Singapore, Malaysia, Thailand & Australia markets in 2024, achieving 98% adoption rate in all Markets.
Successfully planned, coordinate, execute for 6ixty8ight new stores/ markets opening - 4 Singapore, 1 Malaysia stores within 6 months & drove annual turnover sales of $12.3 million in 2018/2019.
Increased Calvin Klein Jean/ Underwear & Performance brand- Singapore’s overall annual turnover sales of $13.5million to $15.7 million (+ 16%), with comp stores sales increased by +5.8% full year.
Successfully lead Singapore Own-Retail operations team & drive Adidas Sports performance & Style Heritage businesses annual turnover of $23.1million to $26.4 million, 14% increase from 2013 to 2014
Promoted to General Manager in Gordon Max in July 2007, after leading the operations team to achieve an annual sales volume increase of 5.8% 2007 vs. 2008
Personal Information
- Date of Birth: 09/18/72
- Nationality: Singaporean
- Driving License: Class 3
Position Title
Retail Ops Manager
Hobbies and Interests
- Rhythmic Cycling
- Yoga
- Gym Training
- Cooking & Baking
Certification
February 2021 – March 2021
ICDL Digital Marketing, ICDL Professional
June 2017 – June 2018
Institute of Adult Learning, Singapore ACTA v5
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Upper intermediate (B2)
Chinese (Cantonese)
Intermediate (B1)
Timeline
REGIONAL RETAIL OPS MANAGER
SEPHORA ASIA
12.2022 - Current
HEAD OF RETAIL
the straits wine company
07.2021 - 05.2022
HEAD OF RETAIL
new balance
11.2019 - 01.2021
HEAD OF RETAIL
6ixty8ight
10.2018 - 11.2019
CUSTOMER ENGAGEMENT MANAGER
RETAIL NEXT
08.2015 - 10.2018
RETAIL OPERATIONS MANAGER
adidas
12.2011 - 08.2015
RETAIL OPERATIONS MANAGER
GORDON MAX
03.2006 - 11.2011
BUYER
GIORDANO
12.1997 - 02.2006
STORE MANAGER
GIORDANO
06.1993 - 11.1997
Diploma - Retail Management
University of Sterling
Diploma - Business
Temasek Polytechnic
Bachelor of Business - Business Administration
Royal Melbourne Institute of Technology University
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