Job Summary
The Retail Operations Manager oversees the end-to-end operations and plays a pivotal role in maintaining the store's success, ensuring it runs efficiently while providing exceptional services to clients and customers.
Job Description
1. Team Management:
- Implement and enforce store policies and SOPs in alignment to Company Standards and AVS guidelines.
- To recruit, coach and manage a team of pet care professionals, groomers and support staff.
- Leading and developing team to ensure sufficient skills and knowledge are in place to meet goals.
- To organize, coordinate work schedule and assigning of tasks to staff.
2. Retail & Operating Management:
- To oversee all day-to-day operations of store, including grooming, retail and any other services.
- Manage and track store financials, including budgets, revenue, expenses, and profitability.
- Review and analyze sales performance and provide recommendations to increase store sales.
- Maintain high standards of customer service and ensure a positive and welcoming experience to all visitors.
- Address and resolve issues and feedback promptly and professionally.
3. Customer Experience:
- Establish and maintain customer relationships, provide considerate services to all customers.
- Identify strategies to enhance store customer experience and drive sales performance by conducting regular reviews on how to further expand our customer base, increase store traffic and optimize profitability.
4. Procurement, Inventory Management, & Fulfillment:
- Oversee store inventory levels and ensure the high level of inventory accuracy by monitoring, scheduling and ordering inventory as required.
- Responsible for tracking the fulfillment rate and service rating of orders from all online and offline platforms
- Conducting of stock takes on a regular basis and reconcile discrepancies.
Requirements:
- Minimum 3 years of experience in retail or service industry, which includes at least 1 year of management role, preferably in a pet-related or service industry
- Exceptional leadership qualities
- Excellent communication, interpersonal and customer service skills
- Strong organizational and time management skills
- Problem-solving and decision-making abilities
- Passion for pets and dedication to their well-being
- Able to work retail hours
