Job Description

About VIVAIA

VIVAIA is a global footwear brand founded in 2020, combining style, comfort and innovative materials to create footwear designed for modern everyday life. The brand currently serves customers across more than 61 countries and regions, with an expanding international retail presence.

In Singapore, VIVAIA has established multiple retail locations, including VivoCity, Westgate, Wisma Atria, Bedok Mall, Bugis Junction,IMM and Jewel Changi Airport.

As VIVAIA continues to grow its retail business in Singapore, we are looking for an experienced and commercially driven Operations Manager to oversee daily retail operations, drive store performance and ensure a consistent VIVAIA customer experience across all stores.

Responsibilities:

1. Retail Operations Management

Oversee the day-to-day operations of multiple VIVAIA retail stores.
Ensure all stores operate efficiently and consistently according to company SOPs and brand standards.
Monitor store performance, sales targets, productivity and operational efficiency.
Identify operational issues and implement timely solutions.
Conduct regular store visits and operational audits.

2. Sales & Store Performance

Drive sales performance and achieve store and company targets.
Monitor key retail KPIs including sales, conversion rate, average transaction value and productivity.
Analyse store performance and develop action plans to improve results.
Identify opportunities to increase sales and improve customer conversion.
Work closely with Store Managers to establish clear sales objectives and action plans.

3. Team Management & Leadership

Lead, coach and develop Store Managers and retail teams.
Set clear KPIs, expectations and performance standards.
Conduct regular performance reviews and provide constructive feedback.
Identify training and development needs.
Support recruitment, onboarding and manpower planning.
Build a motivated, service-oriented and high-performing retail team.

4. Customer Experience

Ensure customers receive a premium and consistent VIVAIA shopping experience.
Maintain high standards of customer service and product knowledge.
Handle and resolve escalated customer complaints professionally.
Monitor customer feedback and identify opportunities to improve the retail experience.
Ensure staff understand VIVAIA's brand values, products, comfort features and sustainability story.

5. Visual Merchandising & Store Standards

Ensure stores consistently follow VIVAIA's visual merchandising and brand guidelines.
Work closely with the merchandising/marketing team on product launches, campaigns and seasonal displays.
Ensure product presentation, signage and promotional materials are properly executed.
Maintain high standards of store cleanliness, organisation and overall appearance.

6. Inventory & Stock Management

Oversee stock management across all stores.
Monitor inventory levels and ensure appropriate stock allocation.
Minimise stock discrepancies, damages and inventory losses.
Work closely with warehouse and merchandising teams on replenishment and stock transfers.
Monitor slow-moving and fast-moving products and recommend appropriate actions.
Ensure proper stock-taking procedures are followed.

7. Manpower Planning

Plan manpower requirements according to store traffic, business needs and sales performance.
Review staff schedules and ensure sufficient manpower coverage.
Manage staff deployment across stores when required.
Minimise unnecessary overtime and optimise manpower productivity.
Work with HR on recruitment and staffing requirements.

8. Training & SOP Implementation

Ensure all retail employees receive proper product, sales and customer-service training.
Develop and implement operational SOPs where required.
Conduct regular refresher training and coaching.
Ensure all stores comply with company policies and operational procedures.
Monitor staff knowledge of VIVAIA products, promotions and customer-service standards.

9. Retail Campaign & New Store Support

Work closely with Marketing and Retail teams to execute promotions, campaigns and seasonal activities.
Support new store openings, renovations, pop-ups and retail activations.
Ensure stores are fully prepared before new product launches and promotional campaigns.
Coordinate manpower, inventory, fixtures and operational requirements for new stores.

10. Budget & Cost Control

Monitor store operating expenses and identify opportunities for cost optimisation.
Manage operational budgets and ensure expenses remain commercially justified.
Monitor manpower costs, store supplies and other operational expenses.
Work with management to improve store profitability and operational efficiency.

11. Reporting & Analysis

Prepare regular retail operations reports for management.
Track store KPIs and identify trends and performance gaps.
Analyse sales, conversion, manpower productivity, inventory and customer data.
Provide recommendations and action plans based on operational insights.
Present performance updates to senior management.

12. Cross-Functional Collaboration

Work closely with Marketing, HR, Finance, Merchandising, Warehouse and E-commerce teams.
Ensure alignment between online campaigns and physical store activities.
Coordinate product launches, promotions and retail initiatives.
Communicate operational requirements and issues to management promptly.

Requirements:

Diploma or Bachelor's degree in Business, Retail Management, Operations, Hospitality or a related discipline.
5-8 years of retail operations experience, preferably in fashion, footwear, beauty, lifestyle or premium retail.
At least 2-3 years of experience managing multiple retail stores or a sizeable retail team.
Strong understanding of retail operations, sales management and customer service.
Proven track record in achieving sales targets and improving store performance.
Strong people-management and leadership skills.
Experience in manpower planning, inventory management and store operations.
Strong analytical and problem-solving abilities.
Good communication, organisational and stakeholder-management skills.
Comfortable working in a fast-paced and growing retail environment.
Proactive, hands-on and commercially minded.
Willing to travel between VIVAIA stores in Singapore.