Job Purpose:
Operations Manager will deliver service excellence and ensure operational excellence by directing related activities to meet current and future plan of the Brand. This position will plan, develop & monitor the store activities and initiatives of the Company with the objective to improve store & inventory standard, in-store merchandizing, customer service and sales.
Main Responsibilities:
Business Orientation
- Work with the Brand Manager to create the brand business plan and ensure the successful carried through by focusing on Operational Excellence.
- Develop operating plan, training budget, new store business forecast, capital expenditure and operation performance that in accordance with the brand business plan.
Customer & Marketing
- Leverage & obtain customer feedback to improve customer interaction or resolves customer complaints in a proper and swift manner.
- Ensure delivery of 100% customer satisfaction throughout the year.
Sales & Store Management
- Set sales target for each individual area and ensure the objectives are met.
- Track & Evaluate sales trends internally & externally to close the sales gaps on both strategic and operational level.
- Work closely with marketing & product team to drive sales and optimize product lifecycle by being aware of fashion trends and target customers to be reached (including promotional campaign).
- Liaise with the VM/SD team to ensure VM in-store standard & in-store inventory that align with any marketing campaign and seasonal period as appropriate.
People Management
- In coordination with HR team to develop manpower plan needed to support the achievement of the business.
- Lead the operations team to develop and update all related personnel policies/procedures as well as operational manual.
- Develop Area Managers / Location Managers for the achievement of the Company standard and individual development plan.
Job Specifications:
Qualifications
- Adapt through changes with a true understanding while having a strong growth mindset.
- Endorse and practice Customer-focused and Result-oriented approaches.
- Establish internal and external collaboration which elevates team performance towards business goals.
- Strong leadership, Interpersonal & people Skills.
- Proficient command of English in both verbal and written.
- Computer literate, advanced usage of Microsoft office is required.
Education
- Bachelor's degree or higher in Business Administration, Marketing, or any related fields.
Experience
- Minimum 8 years of managerial operations in Retail Operations- managing stores and people.
- Experience in all aspects of planning and implementing sales strategy.
- Proven experience in customer relationship management.
- Experience in managing and directing a sales team.
