Retail Operations Manager

JOB SUMMARY

We are seeking a Retail Operations MANAGER to lead and oversee the company’s retail operations, ensuring all stores operate efficiently and consistently in accordance with company standards.

The role is responsible for driving operational performance, sales results, customer experience, cost efficiency, compliance and continuous improvement across the entire retail network.

The Retail Operations Manager will work closely with the Board of Directors and other senior management teams to develop and execute the company’s retail strategy and support sustainable business growth.

A. KEY RESPONSIBILITIES

I.    Retail Operations Management

·     Lead and oversee the day-to-day operations of all retail stores.

·     Ensure all stores operate in accordance with company policies, SOPs and operational standards.

·     Monitor store performance and identify operational issues requiring immediate action.

·     Establish and maintain consistent operating standards across all stores.

·     Conduct regular store visits and operational reviews.

·     Ensure stores maintain high standards of cleanliness, organization, safety and customer service.

·     Develop and continuously improve operational procedures to increase efficiency and productivity.

II.    Sales & Business Performance

·     Take overall responsibility for retail operational performance and store productivity.

·     Work with Sales/Commercial teams to achieve company sales and profitability targets.

·     Monitor key retail KPIs including:

o   Sales revenue

o   Sales growth

o   Gross margin

o   Sales per square meter

o   Customer traffic

o   Average transaction value

o   Stock availability

o   Stock loss/shrinkage

o   Labour cost

o   Store operating expenses

·     Analyze store performance and implement corrective action where targets are not achieved.

·     Identify opportunities to improve sales, reduce costs and increase store profitability.

III.    People & Leadership

·     Lead, develop and manage the Retail Operations management team.

·     Set clear objectives and KPIs for Area Managers, Store Managers and other operational leaders.

·     Review management performance and identify high-potential employees for promotion and succession planning.

·     Build a strong performance-driven culture across the retail network.

·     Ensure effective manpower planning and staffing levels for each store.

·     Work closely with HR on recruitment, training, performance management and employee development.

·     Ensure Store Managers and Team Leaders receive appropriate operational training.

IV.    SOP, Compliance & Risk Management

·     Develop, implement and continuously improve Retail Operations SOPs.

·     Ensure all stores comply with company policies, health & safety requirements and applicable laws/regulations.

·     Establish regular operational audits and compliance checks.

·     Ensure appropriate procedures are followed for cash handling, stock control, opening/closing, security and incident management.

·     Work with HR, Compliance, Facilities and other departments to resolve operational risks.

·     Ensure all stores maintain appropriate documentation and records for internal and external inspections.

V.    Stock, Inventory & Loss Prevention

·     Work closely with Purchasing, Warehouse and Supply Chain teams to maintain appropriate stock availability.

·     Monitor stock discrepancies, wastage, damages and shrinkage.

·     Develop and implement loss-prevention measures.

·     Improve stock accuracy and inventory management across stores.

·     Investigate significant stock losses and recommend corrective actions.

VI.    Customer Experience

·     Establish and maintain company-wide customer service standards.

·     Monitor customer complaints and service issues.

·     Develop action plans to improve customer satisfaction.

·     Ensure stores consistently deliver a professional and positive customer experience.

·     Work with relevant departments to identify recurring customer issues and implement solutions.

VII.    Store Expansion & Projects

·     Support the company in planning and executing new store openings.

·     Develop operational requirements for new stores, including manpower, equipment, SOPs and training.

·     Work with Projects, Facilities, Purchasing and other departments to ensure stores are operationally ready before opening.

·     Revi…