Retail Operations Manager

Retail Operations Manager | Watches & Jewellery | Dubai

Location: Dubai, AE

 

Company: Al Futtaim Private Company LLC

 

Job Requisition ID: 70303

 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

 

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

 

 

Come join us to live well, work better, and be the best.

 

About the Role

 

You initiate & implement retail strategies as per management directive for a 360 degree optimization of retail operational productivity resulting in outstanding revenue growth and customer service.  You maximize the sales and profitability of the Al Futtaim Watches & Jewellery retail store business by providing effective leadership, support and advice to the showroom managers and other members of the operations, jewelry and service team.  You are essentially responsible for the commercial development of the business, through the implementation and maintenance of professional retail standards across all the company showrooms, and provide guidance and support to jewelry & service departments on a daily basis to ensure smooth functioning & optimum results.

 

 

 

Key Specific Accountabilities:

 

Sales & Profitability: Watches, Jewelry and Services

 

Maximize sales productivity by driving sales KPI’s (Sales per sq ft, ATV, Conversion Rate, Upselling) and through effective use of available commercial information

Analysis of the strengths and weaknesses per store, utilizing the financial Profit & Loss reports and provide corrective action plans

Deploy sales budgets with showrooms on a monthly basis

Manage controllable operating costs within budgetary guidelines

Ensure showroom managers conduct effective communication sessions with their respective teams in regard to sales targets and performance

Identify internal and external commercial opportunities within each showroom

Guide showroom managers to maximize productivity in stores through effective deployment of staff on shop floors

Monitor & manage location wise rosta’s, leaves and store rotations to maximize store and staff productivity

Provide support to showroom managers with accurate replenishment plans & monitor stock allocator executions

Drive brand performance on a monthly basis in each location

Propose Incentive schemes for frontline teams with the objective to motivate teams and boost sales

Retail & Operational Standards

 

Customer Centricity: Inculcate a culture of Customer Centricity within frontline & reporting teams

Ensure that all stores provide service levels which exceed customers’ expectations & enhances shopping experience

Implement & manage the DSES service standards across all stores, ensure stores consistently achieve 90% plus scores

Drive the non-negotiable sales & customer service standards across store operations

Manage all customer escalations for the company ensuring customer satisfaction at all times

Ensure store teams follow the brand visual merchandising standards across all regional showrooms

Manage & monitor store operations, backend retail administration & standard operating procedures (SOP’s) to maximize operational efficiency

Ensure data capture & e-receipts targets are met at retail level

Ensure showroom managers are aware and adhere to health and safety regulations

Monitor housekeeping standards (shop front and backend areas) to ensure stores project a professional image at all times

Petty Cash Management: Ensure stores are submitting petty cash statements

Repair & maintenance: maintain a month maintenance tracker

Ensure turn-around times are managed for all store repair & maintenance works in co-ordination with FM corporate teams.

Plan and schedule R&M jobs to assigned company staff for visiting stores on regular basis to complete all logged pending repair jobs.

Formulate and implement Showroom Strategies to optimize Sales & Customer Service by new initiatives in staff uniforms, in store music and uniform fragrances

Retail SOP’s: ensure SOP’s are followed strictly across stores without any deviation for green audit reports

Conduct Retail Operations checks on a quarterly basis

People & Performance Management

 

Develop Retail skills within the team by providing consistent direction, coaching, mentoring and support to achieve stretch targets and take leadership positions

Motivate & Inspire to build Collaborative and High Performing teams

Optimize MPC Planning for Sales & Operational Efficiency, staying within MPC budget for showrooms

Liaison with HRBP for selection and recruitment of fresh & diverse talent in retail operations frontline & back office staff

Retail Trainings – Identify retail training and development needs of Watches, Jewelry, Service frontline & back end retail teams.

Plan Annual Training Calendar in co-ordination with L&D, HRBP and BM’s as per need identified.

Ensure Selling, Customer Service and Brand trainings in conjunction with L&D, HRBP & Brand Managers

Performance management – Manage frontline team performance and provide necessary mentoring & coaching for their development in overall commercial understanding of business key drivers on a regular basis and through quarterly appraisals

Ensure Showroom Managers are fully aware of their performance in relation to company’s performance and have a thorough understanding of their accountabilities and responsibilities

Ensure showroom managers are conducting regular meetings & coaching for respective teams

Growing Together – Share & take open feedback from teams for growing together plans to ensure annual ratings are as per management expectations

Plan team activities for team motivation & team work

Formulate a succession plan, in conjunction with the Management to build a pipeline of highly potential talent

Oversee Performance Management of store teams on a regular basis

Market Intelligence & Communication

 

Provide management with Market insight in terms of competition information – Sales, competition footprint & expansions within malls and high street

Liaison with Brand managers for implementation of brand strategies at showrooms

Communicate all relevant management information to regional showroom managers

Conduct regular Operational meetings by making showroom visits on a monthly basis

Ensure Showroom Managers conduct daily/weekly/monthly communication meetings with their teams

Liaison with Marketing, Finance, Logistics, Store development and Services to ensure effective operations

Stock Management & Inventory Control

 

Monitor & Control store inventory of all locations by ensuring weekly, month brand inventories being conducted on regular basis

Promote a proactive relationship between showroom and brand manager, thereby maximizing stock replenishments

Ensure showrooms are displaying & highlighting slow-moving stocks on ageing price

Ensure SOP related to stock security are effectively managed by Showroom teams

Visual Merchandising

 

Oversee Visual Merchandising function to ensure implementation of Brand VM standards & guidelines creating a uniform brand image across locations

Ensure implementation of visual graphics and key merchandise highlights to result in incremental sales

Monitor seasonal VM plans & implementation at store front with control on VM budgets

Store Space Optimization

 

Agree Brand Mix & space allocation within showrooms with Retail Brand Head and Brand managers to maximize ROI

Plan for Space Optimization utilizing Brand contribution & Retail Density reports

Review Store Layouts on a quarterly basis and propose changes to maximize sales

Plan for and provide guidance and support to new showrooms during set-up and merchandising phase

Retail Store Promotions

 

Plan the Retail marketing calendar along with marketing team

Plan for seasonal promotions implementations & roll out for increasing traffic in showrooms

Sale Events: plan & manage annual sale events in liaison with marketing and BM teams.

Ensure Promotions and campaigns roll out and implementation across all locations

Ensure store teams are fully aware of promotion mechanics

Liaison with relevant team for ED permits to be secured on time for promotional roll outs.

Partner with Banks & Govt bodies for sale events

Partner with Government and Other companies for tactical promotions to drive traffic to stores.(ESAAD, FAZAA, GDFRA agreement signed)

Retail Store Opening, New projects and closures

 

Prepare the IAN documents for Capex approval and upload on GIAMS

Liaison with Retail Store Development team and project manager to ensure store interior and exterior are as per agreed concept design

Ensure timely completion of projects to open store on scheduled time by regular follow up with project team

Liaison with EIT team for procurement of IT hardware & software for store openings and raise necessary RFC’s.

Liaison with FM teams to initiate services for housekeeping, fire & safety requirements

Liaison with mall management for Store Opening and Closure requirements to be met

Monitor closely & consistently review Project expenses to fall with approved Capex budget, raise flag on any deviations with RSD team and escalate to FM & Business Head

Additional Projects: Time to Time manage additional projects assigned by management like:

 

Event Sale / Mega sale

Concession store management

Implementing blue rewards

Ensure brand displays as per agreed standards

Brand price listing on regular basis

Plan promotions with concession buying and marketing teams

Manage staffing

 

 

About You

 

To be successfully considered for this role, you must demonstrate the following skills and qualifications:

 

University graduate in business or relevant field

7+ years managerial experience in retail, ideally in Watches industry

Strong retail operations management experience

Strong leadership skills

Financial and business acumen

 

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

 

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

 

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.