Tiffany Xu

• Manage daily operations for a high-volume luxury skincare counter, consistently achieving sales, service, and operational KPIs.
• Analyse sales and margin data to uncover category trends, providing actionable recommendations for product mix, pricing, and promotional activity.
• Oversee stock control, replenishment planning, and inventory accuracy, ensuring optimal product availability during peak trading.
• Partner with marketing, VM, and logistics teams to execute seasonal campaigns, new product launches, and POS updates.
• Deliver clear operational guidance to staff, ensuring consistent execution of category and promotional initiatives.
• Mentor and coach team members to improve product knowledge, sales techniques, and operational standards.

Achievement：Elevated counter performance ranking in the Perfume & Cosmetics department from #5 in 2019 to Top 2 in recent years, occasionally achieving #1 position.

• Delivered tailored skincare recommendations to drive customer satisfaction and sales conversion.
• Supported stock management, merchandising standards, and promotional set-ups in collaboration with store and brand teams.
• Contributed to data collection and reporting on customer preferences and sales patterns to inform category decisions.

• Managed key client accounts, delivering actionable insights to improve customer experience programs.
• Collected and analysed consumer behaviour and sales data, translating insights into actionable solutions for marketing and operations teams.
• Analysed performance data, prepared financial and operational reports, and presented findings to executive stakeholders.
• Coordinated cross-functional projects from data analysis through to implementation and reporting.
• Worked in strategic partnership with internal and external stake holders, provided in depth analysis on their businesses and ensure insights can be translated into actionable solution
• Aligned with multiple stakeholders within the business to develop, refined and drove relevant customer insights and analysis
• Collected and analysed data to identify critical insights and business trends. Prepared reports and presentation that interpret consumer behavior, market opportunities and conditions
• Collaborated with IT, operations, and marketing teams to optimise program delivery.

• Oversaw ongoing client contracts, ensuring compliance, KPI delivery, and operational efficiency.
• Managed reporting, invoicing, and stakeholder communications, with a focus on data accuracy and process improvement.
• Ensuring company complies operationally with contracts for stakeholders and ensuring the smooth running of on-going programs.
• Assisting in the project management of client specific tasks carried out by Global Regional Client Service team
• Keep internal and external stakeholders informed and educated regarding applicable process issues, program progress, procedures and improvements

Achievement: GAPstar of the Year 2014 for outstanding client service and operational results.

• Led and managed a team of six staff members, including casual and full-time employees, and provided assistance and supported to new team members.
• Ensured tasks are completed by deadlines and agreed services levels are met by ongoing monitoring of program progress against targets
• Provided training to junior staff members, and supervised and provided advice to the team members.
• Organised team meeting on a regular basis
• Worked with operational manager to set team targets and ensure the team to achieve targets by deadline
• Cost Management, including organise roster and shift timetable

• Contacted customers via phone and e-mail
• Answered, investigate and resolve any pay or general enquiries
• Responded a response to all client evaluation enquiries in a prompt, professional, appropriate and timely manner