Sales and Retail Operations Director

The role of the Retail & Sales Operations Manager is to lead the retail sales channel, including budgeting, performance, after-sales support, store operations, event coordination, and strategic initiatives. The successful candidate will have a deep understanding of investment-grade precious metals, high-value product handling, and multi-store operational excellence.

Key Responsibilities:

• Establish and manage annual sales budgets for the retail shop channel.
• Monitor daily, weekly, and monthly store performance, initiating corrective action plans as needed.
• Analyse sales trends, set realistic targets, and develop strategies to grow revenue and margin.
• Drive improvements in sales conversion rate, average transaction value, and customer retention through both in-store and after-sales initiatives.
• Manage store-level budgets and operating costs without compromising service quality.
• Collaborate with product teams on merchandising and promotions designed to support investment-focused products.
• Work jointly with marketing to effectively execute promotional campaigns and product launches in stores.

Store Operations & Standards:

• Oversee consistent adherence to company policies, operational procedures, and brand standards across stores.
• Maintain high standards of store appearance, cleanliness, and presentation.
• Implement inventory control, including ordering, receiving, stock rotation, stocktakes, and loss prevention, particularly for high-value items.
• Ensure compliance with local regulations, such as workplace safety, fire safety, consumer protection, and MOM guidelines.
• Conduct regular store audits for compliance and efficiency, driving corrective actions as required.
• Coordinate store maintenance, renovations, and upgrades, ensuring minimal operational disruption.
• Ensure efficient and accurate use of POS systems and retail technologies.

Team Leadership & Development:

• Recruit, train, and supervise retail teams, cultivating a high-performance, customer-focused culture.
• Conduct on-site training covering product knowledge, service, policies, and post-purchase support procedures.
• Manage staffing levels, rostering, leave approvals, and team morale.
• Perform regular staff performance appraisals, coaching, and run improvement plans when needed.

Customer Experience & After Sales:

• Uphold exceptional customer service standards across all stores, ensuring staff are knowledgeable about investment-grade products and after-sales processes.
• Address escalated customer concerns or complaints and provide effective resolutions.
• Oversee after-sales engagement, including follow-up, satisfaction checks, and ongoing customer relationship management.
• Gather and analyse customer feedback to inform service enhancements and retention strategies.

Visual Merchandising:

• Develop and maintain visually compelling merchandising guidelines for high-value product displays.
• Collaborate with store teams to ensure consistency and quality in execution across retail locations.

Inventory Management & Security:

• Implement and enforce stringent security protocols for storage and handling of investment-grade items.
• Conduct regular inventory reconciliations to minimize shrinkage and discrepancies.

Events & Ad Hoc Projects:

• Plan and manage retail events, such as product showcases, and/or exclusive client experiences.
• Handle ad-hoc projects, such as pop-up activations, promotional roadshows, or store launches.
• Coordinate cross-functional teams and external partners to deliver seamless execution of planned events and sudden opportunities.

Reporting & Analysis:

• Prepare detailed reports on sales performance, operational metrics, after-sales outcomes, event ROI, and store efficiency.
• Analyse data—sales, footfall, conversion rate, shrinkage, customer satisfaction—and provide actionable recommendations to senior management.

Requirements:

• Bachelor's degree in Business, Retail Management, Finance, or a related field.
• Minimum of 5 years in retail or operations management with exposure to investment-grade precious metals or related financial products.
• Proven track record managing P&L, budget planning, and delivering measurable sales growth in high-value retail environments.
• In-depth understanding of investment precious metals markets, including product features, market trends, and compliance requirements.
• Strong customer-service and after-sales skills, with experience in post-purchase support and retention strategies.
• Experience planning and executing events or in-store promotions, coordinating logistics, and measuring ROI.
• Ability to handle ad-hoc operational work and respond flexibly to emerging opportunities or issues.

Core Competencies:

• Commercial and financial acumen: proficient in interpreting sales data, managing margins, and optimizing financial performance.
• Data & analytics orientation: confident in using KPIs to steer strategy and operations.
• Leadership & people management: skilled in team development, coaching, and performance management.
• Operational excellence: organized, detail-oriented, and adept at juggling multiple priorities.
• Retail technology know-how: experience with POS, inventory systems, and analytics platforms.
• Customer-centric mindset: excellent communication and conflict resolution skills.
• Regulatory & risk awareness: experience managing compliance related to high-value product retail.
• Event & ad-hoc execution: proven ability to lead special projects and retail events successfully.

Please submit your updated resume in Word format by using the Apply Now Button.

We regret that only shortlisted candidates will be notified.

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