Head of Retail Excellence & Capability-Xiaomi EV

Responsibilities

• Define and continuously evolve retail operating standards, playbooks and best practices across the end-to-end customer journey.
• Establish the governance, audit and compliance frameworks required to ensure consistent execution across all retail locations.
• Own the retail performance management framework, including KPIs, scorecards, reporting and business review cadences.
• Identify performance gaps and lead initiatives that improve conversion, productivity, customer experience and operational efficiency.
• Build and execute the retail capability strategy, including onboarding, certification, leadership development and continuous learning programmes.
• Lead retail readiness and adoption for new products, services, systems, customer journeys and business initiatives.
• Act as the voice of the retail, translating frontline insights into operational improvements and strategic recommendations.
• Partner with market leaders and cross-functional teams to drive a culture of accountability, continuous improvement and execution excellence.

• Proven experience leading retail excellence, sales excellence, operations or capability functions within automotive, retail or other customer-facing multi-site businesses.
• Strong track record of designing and scaling operational standards, performance frameworks and capability programmes across multiple locations or markets.
• Deep understanding of retail operations, customer experience, performance management and organisational capability development.
• Highly analytical with the ability to translate data and insights into practical actions that improve business performance.
• Exceptional stakeholder management and influencing skills, with the ability to drive alignment across diverse teams and senior leaders.
• Experienced in leading change, embedding new ways of working and delivering results in fast-paced, high-growth environments.
• Strong programme management capabilities with a bias for action and execution.
• Customer-obsessed, commercially minded and passionate about building high-performing teams and cultures.