The Operations Manager will report into the Assistant Operations Director to drive sales and profitability through the performance and development of Retail Managers by ensuring:
- Delivery of operational and commercial standards throughout all stores in the area
- Compliance in all areas of compliance activities
Job Responsibilities
Sales & Profitability
- Pro-actively contribute to the business strategy and implement projects or pilots for the area
- Effectively manage the Profit & Loss to sustain a profitable performance for the area
- Support the management of customer service activities to increase the quality of the customer experience and thus increase sales
- Identify under-performing stores and develop a business plan to address or manage issues effectively
- Identify key local competitors and market trend, initiate short-term strategy and action plans to be competitive
Operations Excellence
- Ensure all stores adhere to compliance requirements in all operational activities and company Policy & Procedures
- Liaise with Merchandising teams regarding products to maximise sales potential
- Ensure the visual presentation of all stores represent the brand image
- Support the delivery of all marketing campaigns
- Be the voice of retail stores to Management
- Review and ensure that Operations SOPs are kept updated
Leadership
- Communicate business and area objectives to Retail Managers to that they are well-informed of the business activities and their required contributions
- Offer Retail Managers coaching and support to resolve store issues effectively and promptly
- Encourage the retail team to seek and continuously develop knowledge of competitor activity and market trends with the purpose of making innovative recommendations to drive the business forward
- Create a positive environment that results in stable retention and a reduction of labour turnover
People
- Effectively manage the performance and development of retail managers to drive and maximise sales performance for the area
- Plan for succession in the area through identification of individuals with potential for development and growth
- Recruit and monitor performance/development needs for new (or newly promoted) store managers
- Develop performance improvement plans for managers who constantly perform below par
Projects
- Undertake projects and other reasonable duties as assigned by Assistant Operations Director
- Coordinate internal resources and vendors for the flawless execution of projects
- Take ownership in project and ensure that all projects are delivered on-time, within scope
Requirements
- Diploma holders and above
- Minimum 6 years of experience in retail operations, managing a cluster of retail chain stores and retail staff
- Sales and results oriented to meet targets and budgets for overall outlet profitability management
- Excellent multi-store management skills
- Service oriented with excellent people and customer service skills on all levels
- Strong people management skills and ability to coach and develop a team of retail workforce
- Strong interpersonal skills and adaptable to the fast-changing retail landscape
- Good analytical skills, with coaching qualities, positive and able to communicate expectations
- Independent, resourceful, and able to deliver under pressure
