Retail Operations Manager

**Role Description**

The Retail Operations Manager in Singapore plays a pivotal role requiring a strategic mindset, strong leadership abilities, and exceptional organizational skills to oversee various aspects of retail operations. This includes staffing, inventory management, and customer service. You will be driving and monitoring the key retail strategies and initiatives across Singapore, working in close partnership with key stakeholders. You will also be key in supporting the stores in achieving operational excellence and the overall delivery of exceptional client experience. This role reports to the VP of Retail based in London.

**Role Responsibilities**

**Operations**
- Oversee retail operations in the territory, including sales, manpower, inventory, store planning and maintenance and reporting as requested.
- Streamline the operations processes to comply with the retail team policies and procedures and improve efficiency and customer service standards.
- Ensure the company’s policies and standards are communicated and implemented.
- Oversee and ensure that the team members carry out their duties and responsibilities, including store operations, merchandise mix, stock replenishment and housekeeping.
- Ensure all outlets maintain outstanding store condition and visual merchandising standards.
- Work alongside our team members in-stores frequently to assist and to drive sales and improve operations
- Lead sales events
- Planning of roster and ensuring all outlets are adequately staffed on a daily basis
- Responsible for cost management i.e. manpower cost, operational cost, etc.
- Setting up of locations, installations, and openings, visual merchandising, product mix and collection, etc).
- Daily liaison and reporting into the London retail team and strong level of communication across the projects.

**Inventory Management**
- Control and manage inventory across all locations effectively.
- Oversee stock-take exercises at all locations.
- Manage and execute all scheduled inventory counts in a timely manner
- Investigate any inventory discrepancies and reconcile all inventory reports and highlight all issues for management
- Ensure that the stock level at all locations is within the acceptable thresholds and work closely with the buying team on stock management.

**Team Management**
- Drive, inspire, motivate, manage and lead the team to achieve the company’s objectives by meeting sales target with an outstanding customer service and excellent operations management.
- Work with the team on personal development and onboarding training
- Provide consistent and effective feedback and performance counselling to coach each team member, ensuring that each team member grows professionally and develops outstanding sales and customer service to meet their personal sales target.
- Review and monitor individual performance in line with the company’s objectives.
- Deal with all issues that arise from team members’ (complaints, grievances, etc) and handle team members’ disciplinary issues
- Improve employee turnover and absenteeism
- Maintain staff discipline.
- Manpower training and recruitment.
- Provide leadership across all our locations and improve team spirit.
- Work closely with Ops/Sales manager to manage staff roster and manpower planning by ensuring smooth operations and cost-efficiency.

**Sales**
- Prepare and establish monthly and annual sales targets.
- Analyse sales reports of each location, indicating key issues, making recommendation plans, and implementing when sales targets are not met.
- Analyse customers’ demographics and purchasing behaviours to improve our in-store products mix through consolidations, redistributions, and allocation of stocks.

**Customer Service**
- Ensure high levels of customer satisfaction through outstanding customer service.
- Meet and interact with customers with enthusiasm and a positive attitude while adhering to company policies and procedures.
- Offer exemplary product knowledge to assist customers with their buying decisions.
- Develop customer service SOP and monitor compliance with a view of preventing and minimising customer complaints and better service recovery.
- Facilitate training to retail staff to ensure outstanding customer service standards Manage and coach the team on ways to handle customers’ enquiries/ feedback/ complaints in a professional manner according to the brand’s service standards and expectations.

**Required Education and Experience**:

- Possess at least a Diploma or degree in any field or any other relevant qualifications in retail studies with at least 10 years of experience in retail management, with at least 5 years of managerial experience.
- Strong analytical and leadership skills with good business acumen
- Proficiency in Excel; Excel skills are a plus
- Independent and thrive in fast-paced environments
- Passionate about driving retail operations forward
- Ability to work under time pressure and willingness to go