Hou Hin Tsang

‣ First-in-charge of a newly opened store, oversaw a team of 9 sales associates ⁃ Fully in charge of all the pre-opening operations (incl. hiring, opening operations, new staff training) ‣ Coached the team to deliver excellent customer service and hospitality via efficient uses of CRM and client book in order to nurture and grow client relationships ⁃ Achieved the best of the 7 CRM KPIs results in Greater China by analysing CRM data and building up strong techniques within the team to provide personlised client engagement activity ⁃ Built up a strong client base and acquired over 15 VICs in the first 5 operating months (during COVID) by maximising the total amount in each sales opportunity ‣ Enhanced individuals' sales performances by reviewing their KPI reports and providing corresponding solutions (i.e. specific and targeted training) ⁃ Obtained the best sales KPIs, such as UPT, SPT, Conversion Rate% and Hit Rate% (higher than pre-COVID) among all stores in Macau since store opening in July 2021

‣ Oversaw 13 sales associates and six categories, monitoring performance, conducting weekly action plans to help the team to achieve sales targets ‣ In charge of store incentive games to maximise sales opportunities and team motivations ⁃ Won the top outerwear store in the APAC zone by creating a unique in-store experiencing showroom ‣ Conduct weekly observation reports and provide individual coaching on client services in order to maintain the brand's standard ⁃ Increased sales of Handbags by 40% through strengthening confidence in Handbag selling with coaching and best practice sharing ⁃ Aided to minimise the % of stock lost by almost 10% though conducting house rules and rearrangement of stockrooms ‣ Assisted in the pre-opening operations of Asia's first "The World of Olympia" pop-up in 2021

‣ Supported Store Manager on daily operations of all departments (incl. Visual Merchandising, Training and CRM) ⁃ Represented the Macau team to participate in a new system (CEGID) Implementation training and hosted local training to all staff ‣ Worked with Store Manager regularly to set action plans and team goals to ensure the level of team motivations, in particular during COVID restrictions ⁃ Led all training sessions on new product launches and service excellence ‣ Fully in charge of daily stock management and forecasts, as well as for special occasions (i.e. Golden Week, Chinese New Year)

‣ Enhanced individuals' sales performances by reviewing their KPI reports and providing corresponding solutions (i.e. specific and targeted training) ‣ Conduct sales reports to monitor store's performance on both weekly and monthly basis ‣ Manage branding and operations that exact RIMOWA standards ‣ Deliver excellent customer service and hospitality via efficient uses of CRM and client book in order to nurture and grow client relationships

⁃ Achieved over 100% of overall individual sales target ‣ Responsible for LG stock control and replenishment orders as well as analysis of sales figures and propose strategies to increase sales of LG for Macau Galaxy store ⁃ Increased Cross-selling % of Leather Goods with other categories to 15% by setting up different display trays and total look inspirations tailored for our LG collections ‣ In charge of product repair cases (both stores' and customers') by applying for claims on ITACOM and following up on the cases