Job Title: Operations Manager 

Reporting To: GM – Operations (CEO in absence of GM - Ops)

Career progression Level: Head of Operations – Retail Store

Job Purpose:

 To ensure the delivery of exceptional operational and commercial standards throughout all the stores. To ensure compliance in all areas of operational activity and drive sales and profitability through the performance and development of Area Managers and Store Managers, whilst managing within agreed budgets and expected results.

Key Result Areas:

 I. Analyze Sales Reports and Strategies:

• To pro-actively contribute in the formulation and implementation of the retail strategy;
• Understands the overall retail environment and competitive landscape of the region, such as indirect competition, market awareness, industry trends, etc.
• Maximize profits and assets and is responsible for short and long term planning in areas of budgeting, goal setting, and team development;
• To clearly and concisely communicate area and store performance metrics and objectives to managers so that they remain well informed of business activity and of their required contribution to targets through data-driven decision making process;
• To identify under-performing area and store and review/develop a business plan to address and manage issues effectively;
• To develop an effective network of communication across the area and store network ensure shared knowledge and understanding of business activities;
• To identify, prioritize and pursue branch acquisition, relocation and disposal opportunities in liaison with the GM – Operations or CEO in absence of GM – Operations;
• Work with HR to develop retail policies and procedures and incorporate into day to day operations;

II. Monitor Operations:

• Create, Maintain and Manage a consistent in-store experience for customers across all retail operations; work with operations leaders (Area Managers and Store Managers) to ensure store experience meets expectations consistently;
• To designs, implements, maintain and manage the management of customer service activities in order to maintain high service satisfaction levels across the store network;
• To collate and provide constructive feedback on VM (visual merchandise) standards to the business;
• To ensure that the visual presentation of all stores represents the brand image at all times;
• Work with the Team of Marketing/Branding to implement in-store promotions and other marketing/advertising initiatives;

III. Manage Employees and In-Store Values & Culture:

• To effectively manage the performance and development of Area & Store Managers to drive and maximize the sales performance;
• To encourage managers to identify trends and make suggestions to improve and enhance area/store performance;
• To recruit and ensure the full implementation of induction and development programs for new area/store managers and monitor ongoing performance needs  in coordination with HR;
• To plan for succession of Area/Store Managers through the identification of individuals with potential for development and growth in coordination with HR and GM Operations;
• To create a positive environment that results in stable retention and a reduction of labor turnover in coordination with HR, maintaining and managing In-Store Values & Culture; 
• To conduct regular training programs and ensure that frontline sales staffs and supervisors are motivated and trained to the highest standards in coordination with HR head;

IV. Manage Inventory:

• To achieve stock control targets in line with company guidelines to prevent financial loss in coordination with Finance Head;
• To liaise with the Buying and Merchandising and Supply Chain teams regarding the supply of stock in the Area to maximize stock potential to enhance and increase each divisions and categories;

V. Manage Compliance:

• To ensure that all stores adhere to compliance requirements in all areas/stores of operational activity, company policies and procedures;
• Ensure all stores operate in full compliance with local, state and federal laws;

3. Critical Dimensions

• To achieve sales targets as directed by GM Operations or by CEO in absence of GM-Ops;
• To achieve stock loss targets as directed by GM Operations or by CEO in absence of GM-Ops;
• To achieve all compliance requirements with regard to, security and cash for the area;
• To achieve budget targets in line with sales performance;
• To ensure area and store manager follows procedure on stock taking in line with Finance Head;
• To ensure frontline sales staff are motivated and trained to highest standards;

Requirements:

• Operations Manager – Retail Stores must possess highly effective leadership qualities, outstanding communication skills, a competitive drive and strong business acumen. Being a decision-making role, it’s imperative that they’re not only up to date with market and competitor trends and behavior, but able to apply this to complex business problems across a broad variety of disciplines.

Role demands:

• An energetic fast paced individual (preferable age group 34 - 40) readily available for long hours and able to cope with massive work pressure. The role demands excellent people management skills at different tiers and an individual good at handling unexpected issues.

• Minimum Bachelor’s degree in business, finance, accounting, or any related fields.
• Minimum of four (4) years of experience in a leadership role and at a management position of a retail or hospitality industry.