Operations Manager - UAE & Qatar

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Job Purpose

Provide strategic operational leadership across UAE and Qatar retail portfolio, managing Area Managers and establishing operational infrastructure to deliver consistent brand standards, operational excellence, and commercial results.

The Role: Design and implement operational systems from the office while spending 50% of time in field coaching Area Managers and driving store-level improvements. Build standardised processes, manage KPIs, control costs, and develop field leadership capability.

• Success Measures: Operational compliance, KPI achievement, cost management, team development, and consistent brand execution across entire portfolio.

Key Responsibilities

Strategic Operations Leadership (Office-Based)

• Design operational strategy, processes, and compliance frameworks
• Establish standardised SOPs and operational documentation
• Develop infrastructure to support scalability and growth
• Lead operational excellence initiatives
• Collaborate with senior leadership on strategic planning

Field Operations Management (50% Time in Stores)

• Manage and coach Area Managers across UAE and Qatar
• Conduct regular store visits and operational audits
• Identify gaps and implement corrective actions
• Model best practices through hands-on presence
• Build relationships with store management teams

Performance Management & Analytics

• Design and manage operational KPI dashboard
• Analyse data to identify trends and opportunities
• Conduct business reviews with Area Managers
• Provide data-driven insights to senior management

Process Development & Compliance

• Create comprehensive operational documentation
• Establish quality assurance and audit frameworks
• Implement mystery shopping programs
• Drive continuous process improvement
• Ensure brand standards and regulatory compliance

Budget Management & Cost Control

• Manage operational budgets across portfolio
• Implement cost control measures
• Analyse costs and identify efficiencies
• Work with finance on budgeting and forecasting
• Control operational expenses (payroll, supplies, maintenance)

Team Development & Succession

• Build Area Manager capability through coaching
• Create succession planning and talent pipeline
• Design and deliver operational training
• Conduct performance reviews and development planning
• Support recruitment of Area Managers

Systems & Communication

• Oversee operational systems implementation
• Drive technology adoption for efficiency
• Provide regular performance reports to leadership
• Collaborate with cross-functional teams
• Represent operations in company meetings

Experience & Background

• 8+ years senior multi-site retail operations management
• Proven track record managing Area/Regional Manager teams
• Experience building operational processes and systems from scratch
• Strong background in KPI management and data analysis
• Demonstrated success in cost control and P&L management
• Fast-paced, customer-focused retail environment
• Multi-country operations experience highly desirable

Leadership & Management

• Exceptional coaching and mentoring capabilities
• Strong performance management skills
• Ability to influence without relying on position authority
• Track record building high-performing field teams
• Change management and improvement implementation

Analytical & Systems Thinking

• Strong analytical skills with complex data interpretation
• Experience designing KPI frameworks and dashboards
• Systems thinking approach to problem-solving
• Proficiency in Excel, reporting tools, operational systems
• Data-driven decision making backed by commercial acumen

Process & Operational Excellence

• Proven ability creating SOPs, manuals, training materials
• Experience implementing QA and compliance audits
• Strong attention to detail with focus on consistency
• Understanding of inventory, loss prevention, retail operations
• Practical process improvement approach
• Experience managing operational budgets across locations
• Track record in cost control and financial efficiencies
• Understanding of retail P&L and financial drivers
• Ability to balance cost management with brand standards

Communication & Cultural Skills

• Strong presentation skills for leadership and training
• Ability to create clear, comprehensive documentation
• Cultural sensitivity in diverse, multicultural environments
• Professional presence to represent operations at senior levels

Technical & Operational

• Proficiency in retail systems and business intelligence tools
• Strong organisational skills managing multiple priorities
• Experience with audit processes and QA frameworks
• Understanding of retail health and safety requirements
• Comfortable with technology and system implementations

Key Performance Indicators Year 1 Priorities

• Operational Infrastructure - Establish comprehensive framework (KPI dashboard, audit system, SOPs) within 6 months
• Team Development - Complete structured development plans for all Area Managers within 90 days
• Compliance & Standards - Achieve minimum 85% operational compliance across all locations within 12 months
• Cost Management - Deliver operational budget within target while maintaining brand standards
• Process Implementation - Successfully implement minimum 5 major process improvements with measurable impact

Ongoing Success Measures

• Mystery shopping and customer experience scores
• Process implementation and adoption rates
• Speed of operational issue resolution

Performance Management

• Sales and profit achievement across portfolio
• Area Manager performance and development
• Operational efficiency improvements

Team Development

• Area Manager retention and satisfaction
• Succession pipeline strength
• Coaching session completion (50% field time minimum)

Mission & Values

Company Mission: To be the best-loved toyshop - one child, one community at a time.

Values

• Caring - Care deeply about customers, colleagues, and communities
• Ambitious - Strive for excellence and continuous improvement
• Demanding - Hold ourselves to high standards

Core Competencies

• Strategic Operations Thinking - Design frameworks that drive consistency and scalability
• Field Leadership Excellence - Inspire and develop through coaching and modelling
• Data-Driven Decision Making - Use analytics to identify issues and measure impact
• Process Architecture - Create systems that enable consistent execution
• Financial Acumen - Balance cost control with operational investment
• Change Implementation - Execute improvements and drive adoption
• Performance Management - Hold teams accountable while providing support
• Operational Excellence - Maintain detail focus while seeing strategic picture
• Communication & Influence - Articulate vision and build stakeholder buy-in
• Cultural Intelligence - Work effectively across multiple markets
• Coaching Capability - Develop talent through structured approach
• Problem Solving - Identify root causes and implement sustainable solutions

Working Arrangements Time Allocation

• 50% office-based (Dubai) - planning, analysis, meetings, documentation
• 50% field-based - store visits, coaching, audits across UAE & Qatar

Travel

Regular travel across UAE and Qatar (2-3 days/week in field)

Hours

Full-time with flexibility for store visits and operational requirements

Reporting

General Manager UAE (with dotted line to Head of International)

• Understanding of franchise retail and brand compliance
• Exposure to UK retail standards and practices
• Experience in toy retail, children's products, or similar
• Qualification in retail management or business administration
• Additional languages (Arabic) beneficial

Package

Bonus: Competitive performance-based scheme

• Health insurance
• 30 days annual leave
• Annual return flight home
• End of service gratuity (UAE Labour Law)

Employment Type: Permanent, full-time

Location: Dubai, UAE (with regular Qatar travel)

This role offers significant opportunity to build operational infrastructure for a growing retail business while developing a high-performing field operations team across two markets.