Job Description

Overview Of The Role:

• The Retail Operations Manager is responsible for driving strategic retail initiatives and optimizing operational productivity to achieve outstanding revenue growth and exceptional customer service. The role entails providing leadership and guidance to showroom managers and overseeing the commercial development of the business by maintaining high professional retail standards across all showrooms. A strong focus is placed on maximizing sales and profitability, ensuring operational standards, managing people performance, leveraging market intelligence, controlling inventory, ensuring effective visual merchandising, optimizing store space, planning promotions, and facilitating store openings and closures. This position demands a blend of strategic oversight, people management, and execution of retail operations to realize both sales objectives and customer satisfaction.

What You Will Do:
Sales & Profitability

• Maximize sales productivity by driving KPIs such as Sales per Square Foot, Average Transaction Value (ATV), Conversion Rate, and Upselling.
• Analyze strengths and weaknesses per store using financial Profit & Loss reports and provide corrective action plans.
• Deploy sales budgets with showrooms on a monthly basis and manage controllable operating costs within budgetary guidelines.
• Ensure showroom managers conduct effective communication sessions regarding sales targets and performance.
• Identify internal and external commercial opportunities within each showroom.
• Guide showroom managers on effective staff deployment on shop floors.
• Monitor and manage rosters, leaves, and store rotations to maximize store and staff productivity.
• Provide support with accurate replenishment plans and monitor stock allocator executions.
• Drive brand performance on a monthly basis in each location.
• Propose incentive schemes for frontline teams to motivate and boost sales.

Retail & Operational Standards

• Inculcate a culture of customer centricity within frontline and reporting teams.
• Ensure all stores exceed service levels expected by customers and enhance shopping experience.
• Implement and manage DSES Service Standards, aiming for consistently high scores across stores.
• Manage customer escalations ensuring customer satisfaction.
• Ensure adherence to brand visual merchandising standards across showrooms.
• Manage store operations, backend retail administration, and SOPs for operational efficiency.
• Ensure data capture and e-receipts targets are met at retail level.
• Ensure health and safety regulations are followed by showroom managers.
• Monitor housekeeping standards to maintain professional store image.
• Ensure stores submit petty cash statements and maintain a monthly maintenance tracker.
• Coordinate with FM corporate teams for repair and maintenance works.
• Plan and schedule regular R&M jobs for store visits to complete pending repairs.
• Formulate and implement strategies for optimizing sales and customer service through initiatives like staff uniforms, in-store music, and fragrances.
• Ensure strict adherence to SOPs for audit reports.
• Conduct quarterly retail operations checks.

People & Performance Management

• Develop retail skills within the team by direction, coaching, and support to achieve targets.
• Motivate and inspire collaborative, high-performing teams.
• Optimize MPC planning for sales and operational efficiency within the budget.
• Collaborate with HRBP for selection and recruitment of diverse talent.
• Identify training needs and plan annual training calendar in coordination with L&D, HRBP, and BMs.
• Ensure selling, customer service, and brand trainings are conducted regularly.
• Manage frontline team performance with mentoring and coaching for commercial understanding.
• Ensure showroom managers understand their performance and accountabilities.
• Conduct regular meetings and coaching to enhance team performance.
• Share and seek feedback from teams for growth plans and management expectations.
• Plan team activities to boost motivation and teamwork.
• Formulate a succession plan with management for talent pipeline.
• Conduct regular performance management of store teams.

Market Intelligence & Communication

• Provide management with market insight on competition, sales, footprint, and expansions.
• Liaise with brand managers for implementation of brand strategies at showrooms.
• Ensure relevant management information is communicated to regional showroom managers.
• Conduct operational meetings and showroom visits monthly.
• Ensure showroom managers conduct regular communication meetings with their teams.
• Coordinate with marketing, finance, logistics, store development, and services for effective operations.

Stock Management & Inventory Control

• Monitor and control store inventory ensuring regular brand inventories.
• Maximize stock replenishments through proactive showroom and brand manager relationships.
• Display and highlight slow-moving stocks and manage stock security SOPs.
• Ensure zero pilferage in annual inventory audits and control shop floor ageing stocks.

Visual Merchandising

• Oversee and ensure implementation of brand visual merchandising standards.
• Implement visual graphics and key merchandise highlights for incremental sales.
• Monitor seasonal VM plans with budget control.

Store Space Optimization

• Agree on brand mix and space allocation within showrooms to maximize ROI.
• Plan space optimization using brand contribution and retail density reports.
• Review store layouts to maximize sales.
• Provide guidance and support during setup and merchandising of new showrooms.

Retail Store Promotions

• Plan retail marketing calendar and seasonal promotions with marketing team.
• Manage annual sale events with marketing and BM teams.
• Ensure promotions and campaigns are implemented across all locations.
• Ensure store teams understand promotion mechanics.
• Secure ED permits for promotional rollout.
• Partner with banks, government bodies, and companies for promotions.

Retail Store Opening, New Projects and Closures

• Prepare IAN documents for Capex approval and ensure timely completion of store projects.
• Liaise with related teams for store openings and closures.
• Monitor project expenses to stay within Capex budget.

Additional Projects

• Manage additional projects such as mega sales, concession store management, CRM implementation, and brand displays according to standards.

Skills Required