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Job Description and Requirements
Manage the day to day retail sales operation of the Company for a specified region/s, ensuring that agreed customer service standards and revenue targets are achieved or exceeded, whilst at the same time managing costs within budget.
•Assist in the development and articulation of the vision and strategy for the stores.
•Responsible for ensuring that the revenue targets for the stores are achieved or exceeded.
•Motivate and challenge managers to achieve sales and profit results and train shop staff to demonstrate flair and best practice.
•Communicate store operations strategy and ensure its consistent execution.
•Champion the highest level of customer service across the retail business.
•Ensure an exceptional level of store merchandising standards are executed across all stores.
•Establish and maintain a successful work culture. Recruit, retain, and develop an effective store management team.
•Coach and mentor store management to facilitate their professional and personal growth.
•Determine annual store budgets in collaboration with store management and other senior executives.
•Work with other senior executives to drive key initiatives within the business.
•Monitor and control FTE allocation and staffing levels within and across shops according to business demand and pressures.
•Develop and manage clear processes to control shrink resulting from customer and staff theft, poor store administration, and damage to displayed and stored merchandise.
•Develop and implement standards of best practice throughout retail operations.
•Proactively monitor store performance taking remedial action and implementing operational improvements as necessary.
•Clearly and consistently communicate retail priorities and objectives to the store management team through the Store Manager Monthly Meetings.
•Train Store Managers as to how to improve their store operation and profitability. In the same way, ensure that their store staff is being trained to meet the same objectives.
•Understand the changing retail landscape in order to take advantage of new opportunities.
•Implement continuous improvement projects.
•Prepare and own retail operations Road maps and Progress reports sheets.
•Report on a Monthly/Quarterly basis and as required by the board the status of the Department.
•Communicate and provide information required by departments such as trading, Marketing, VM and provide supporting materials.
•Demonstrate best practice motivate and encourage shop managers and staff to perform to their best capabilities.
•Demonstrate strong communication links within head office and among all management staff.
•Retail Business Development Director/Retail Operations Director:
1.Involvement in the creation of store budgets.
2.Regular meetings to discuss regional and store performance in relation to budget, adherence to current policies and procedures, staff and security issues.
3.Formal personnel performance reviews every 6 months.
4.Ad hoc meetings to discuss new store openings.
1.Regular meeting to understand the successes or otherwise of collections from the store perspective.
2.Also, to understand any concerns from store personnel and from customer feedback.
1.Regular meetings to discuss new promotional activity and the performance of previous promotions as they relate to the stores.
2.Discuss feedback from store personnel and customers
1.Regular meetings to discuss new store management and supervisory appointments
1.Monthly meetings (Store Manager meetings) to discuss current store performance, future collections, and new operational processes.
2.Regular meetings to discuss store performance against budget, adherence to company processes and policies, staff and security issues.
•Excellent oral communication skills.
•Effective interpersonal skills with all levels.
•Ability to develop and maintain excellent fashion merchandise presentation standards.
•Proven leadership skills in training, coaching, developing, motivating, and selling.
•Knowledge of lawful employment practices.
•Ability to read, interpret, and set strategies based on various reports.
•Ability to manage corporate directives and maintain excellent records.
•Proven ability to lead employees across different geographic locations.
•Strong human relation skills and ability to work and support a team environment.
•Minimum 7-10 years progressive retail experience, to include management of multiple locations and store opening experience.
•Experience of developing and implementing retail store processes.
•Experience in developing and delivering training within a retail store environment
Interests & Attitudes
•Passion for retail and customers
Key Performance Indicators Against Which The Retail Operations Manager Will Be Measured
•Sales vs. budget (by store, by region)
•Store employee costs vs. budget (by store, by region)
•Goods not for resale vs. budget (by store, by region)
•Shrink (by store, by region)
•Employee turnover (by store, by region)
•Customer conversion rate
•Average number of items per transaction
•Customer satisfaction in relation to service
•Staff responsiveness to training
•Business degree in related field