We are currently looking for a Retail Operations Manager to join the team. You will be driving and monitoring the key retail strategies and initiatives, working in close partnership with key stakeholders. You will also be key in supporting the stores in achieving operational excellence and the overall delivery of exceptional customer experience in all our stores.
Operations:
- Oversee entire retail operations including sales, manpower, inventory, store planning and maintenance and monthly reporting of sales achievement.
- Streamline the operations processes and improve efficiency and customer service standards.
- Ensure the company’s policies and standards are communicated and implemented.
- Work alongside our team members in-stores frequently to assist and to drive sales and improve operations
- Responsible for the setting up of new stores, installations and openings (which include planning products display, visual merchandising, product mix etc).
- Investigate any inventory discrepancies and reconcile all inventory reports and highlight all issues for management
- Ensure that the stock level at all locations is within the acceptable thresholds and work closely with the outlet supervisors and buying team on stock management.
Team Management:
- Planning of roster and ensuring all outlets are adequately staffed on a daily basis
- Drive, inspire, motivate the team to achieve the company’s objectives by meeting sales target with an outstanding customer service and excellent operations management.
- Work with the team on personal development and onboarding training
- Provide consistent and effective feedback and performance counselling to coach each team member, ensuring that each team member grows professionally and develops outstanding sales and customer service to meet their personal sales target.
- Provide leadership across all our locations and improve team spirit.
Sales:
- Analyse sales reports of each location, indicating key issues, making development plans and taking actions when sales targets are not met.
- Analyse customers’ demographics and purchasing behaviours, working closely with the retail team, to improve our in-store products mix through consolidations, redistributions, and allocation of stocks.
Customer Service:
- Meet and interact with customers with enthusiasm and a positive attitude while adhering to company policies and procedures.
- Offer exemplary product knowledge to assist customers with their buying decisions.
- Develop customer service SOP and monitor compliance with a view of preventing and minimising customer complaints and better service recovery.
- Facilitate training to retail staff to ensure outstanding customer service standards
- Manage and coach the team on ways to handle customers’ enquiries/feedback/complaints in a professional manner according to the brand’s service standards and expectations.
The ideal candidate must have strong leadership skills and need to be able to effectively communicate with all levels of employees—from entry-level workers to senior management—in order to ensure that everyone is on the same page when it comes to executing business goals.
