Retail Operations Manager - Watches & Jewelry Retail

Sales & Profitability

• Maximize sales productivity by driving KPIs such as Sales per Square Foot, Average Transaction Value (ATV), Conversion Rate, and Upselling.
• Analyze strengths and weaknesses per store using financial Profit & Loss reports and provide corrective action plans.
• Deploy sales budgets with showrooms on a monthly basis and manage controllable operating costs within budgetary guidelines.
• Ensure showroom managers conduct effective communication sessions regarding sales targets and performance.
• Identify internal and external commercial opportunities within each showroom.
• Guide showroom managers on effective staff deployment on shop floors.
• Monitor and manage rosters, leaves, and store rotations to maximize store and staff productivity.
• Provide support with accurate replenishment plans and monitor stock allocator executions.
• Drive brand performance on a monthly basis in each location.
• Propose incentive schemes for frontline teams to motivate and boost sales.

Retail & Operational Standards

• Inculcate a culture of customer centricity within frontline and reporting teams.
• Ensure all stores exceed service levels expected by customers and enhance shopping experience.
• Implement and manage DSES Service Standards, aiming for consistently high scores across stores.
• Manage customer escalations ensuring customer satisfaction.
• Ensure adherence to brand visual merchandising standards across showrooms.
• Manage store operations, backend retail administration, and SOPs for operational efficiency.
• Ensure data capture and e-receipts targets are met at retail level.
• Ensure health and safety regulations are followed by showroom managers.
• Monitor housekeeping standards to maintain professional store image.
• Ensure stores submit petty cash statements and maintain a monthly maintenance tracker.
• Coordinate with FM corporate teams for repair and maintenance works.
• Plan and schedule regular R&M jobs for store visits to complete pending repairs.
• Formulate and implement strategies for optimizing sales and customer service through initiatives like staff uniforms, in-store music, and fragrances.
• Ensure strict adherence to SOPs for audit reports.
• Conduct quarterly retail operations checks.

People & Performance Management

• Develop retail skills within the team by direction, coaching, and support to achieve targets.
• Motivate and inspire collaborative, high-performing teams.
• Optimize MPC planning for sales and operational efficiency within the budget.
• Collaborate with HRBP for selection and recruitment of diverse talent.
• Identify training needs and plan annual training calendar in coordination with L&D, HRBP, and BMs.
• Ensure selling, customer service, and brand trainings are conducted regularly.
• Manage frontline team performance with mentoring and coaching for commercial understanding.
• Ensure showroom managers understand their performance and accountabilities.
• Conduct regular meetings and coaching to enhance team performance.
• Share and seek feedback from teams for growth plans and management expectations.
• Plan team activities to boost motivation and teamwork.
• Formulate a succession plan with management for talent pipeline.
• Conduct regular performance management of store teams.

Market Intelligence & Communication

• Provide management with market insight on competition, sales, footprint, and expansions.
• Liaise with brand managers for implementation of brand strategies at showrooms.
• Ensure relevant management information is communicated to regional showroom managers.
• Conduct operational meetings and showroom visits monthly.
• Ensure showroom managers conduct regular communication meetings with their teams.
• Coordinate with marketing, finance, logistics, store development, and services for effective operations.

Stock Management & Inventory Control

• Monitor and control store inventory ensuring regular brand inventories.
• Maximize stock replenishments through proactive showroom and brand manager relationships.
• Display and highlight slow-moving stocks and manage stock security SOPs.
• Ensure zero pilferage in annual inventory audits and control shop floor ageing stocks.

Visual Merchandising

• Oversee and ensure implementation of brand visual merchandising standards.
• Implement visual graphics and key merchandise highlights for incremental sales.
• Monitor seasonal VM plans with budget control.

Store Space Optimization

• Agree on brand mix and space allocation within showrooms to maximize ROI.
• Plan space optimization using brand contribution and retail density reports.
• Review store layouts to maximize sales.
• Provide guidance and support during setup and merchandising of new showrooms.

Retail Store Promotions

• Plan retail marketing calendar and seasonal promotions with marketing team.
• Manage annual sale events with marketing and BM teams.
• Ensure promotions and campaigns are implemented across all locations.
• Ensure store teams understand promotion mechanics.
• Secure ED permits for promotional rollout.
• Partner with banks, government bodies, and companies for promotions.

Retail Store Opening, New Projects and Closures

• Prepare IAN documents for Capex approval and ensure timely completion of store projects.
• Liaise with related teams for store openings and closures.
• Monitor project expenses to stay within Capex budget.

Additional Projects

Manage additional projects such as mega sales, concession store management, CRM implementation, and brand displays according to standards.