Retail Operations Manager

The Retail Operations Manager is responsible for driving operational excellence, process efficiency, and business performance across the company's retail network. This role acts as a strategic partner to store leadership, ensuring that retail operations are aligned with company objectives, customer expectations, and profitability goals. The Retail Operations Manager oversees day-to-day store operations, performance analytics, inventory control, workforce planning, and compliance, while leading initiatives that enhance productivity, service quality, and customer experience.

KEY RESPONSIBILITIES

Operational Strategy & Process Optimization

• Assess, design, and improve operational policies, workflows, and systems to ensure consistency, efficiency, and scalability across all retail outlets.
• Collaborate with store and regional leaders to diagnose operational challenges, identify improvement opportunities, and implement data-driven solutions.
• Lead and support strategic initiatives that drive productivity, profitability, and operational excellence.
• Foster a culture of continuous improvement, ensuring best practices are shared and standardized across all stores.

2. Performance Analytics & Business Reporting

• Develop and maintain analytical tools and dashboards to monitor key operational and sales KPIs such as conversion rates, customer behavior, and sales performance.
• Conduct performance reviews and root cause analyses to address underperforming areas and develop action plans for improvement.
• Prepare structured reports and presentations for senior management, translating data into clear insights and recommendations that guide strategic decisions.

3. Inventory Management & Forecasting

• Oversee inventory planning, replenishment, and control processes to maintain optimal stock levels and minimize variances.
• Collaborate with supply chain, logistics, and merchandising teams to streamline stock movement and reduce overstocking or stockout scenarios.
• Lead periodic inventory audits and stock integrity reviews to ensure accuracy and compliance with company standards.

4. Retail Workforce Planning & Capability Development

• Support the planning and management of staffing models, ensuring alignment with store performance goals and traffic patterns.
• Partner with HR and Training teams to develop competency-based training and professional development programs for retail staff.
• Use workforce data to identify performance gaps, recommend coaching interventions, and support implementation of performance improvement plans.

5. Compliance, Administration & Risk Management

• Ensure full compliance with company policies, local labor laws, and mall or government regulations governing retail operations.
• Conduct operational audits and compliance reviews, identify areas of non-conformance, and implement corrective measures.
• Manage administrative tasks, including maintaining and organizing essential retail store documentation (e.g., business permits, contracts, lease agreements, inspection reports, and licenses).
• Maintain accurate and up-to-date filing systems (digital and physical) for easy retrieval and audit readiness.
• Promote a culture of operational discipline and regulatory compliance across all stores.

6. External Partnerships & Mall Coordination

• Act as the primary liaison with mall management and external partners to maintain positive relationships and ensure smooth store operations.
• Coordinate with mall administration on leasing matters, store maintenance, operational issues, and promotional collaborations.
• Negotiate and manage service-level expectations with mall partners to ensure brand visibility, compliance, and operational efficiency.
• Address and resolve any mall-related concerns promptly, maintaining strong external stakeholder relationships.

7. Cross-Functional Integration & Project Execution

• Collaborate with key corporate departments (e.g., Marketing, Finance, HR, and Merchandising) to ensure alignment on operational goals and campaigns.
• Support planning and execution of major retail projects such as new store openings, renovations, and store closures.
• Manage project timelines, interdepartmental dependencies, and risk mitigation to ensure seamless implementation of retail initiatives.

8. Customer Experience & Service Innovation

• Gather and analyze customer feedback, sales data, and store observations to identify service gaps and improvement opportunities.
• Partner with store teams to design and roll out initiatives that enhance the in-store experience and strengthen brand loyalty.
• Evaluate the success of customer experience programs using measurable KPIs such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and repeat purchase rates.

Job Type: Full-time

Benefits:

• Flexible schedule
• Flextime
• Paid training
• Pay raise

Work Location: In person