Job Description
The position of Retail Operations Manager is to ensure that the department runs smoothly and efficiently in all areas of the store operations. These include guest service standards, colleague selling and guest service competencies. The position is also responsible for ensuring that colleagues work and thrive in a harmonious working environment by guiding and assisting management colleagues in terms of proper man-management and development of front line colleagues in order to increase colleague satisfaction and decrease turnover.
The Retail Operations Manager has the responsibility to ensure the stores achieve or exceed budgeted financial targets by ensuring that the correct merchandise is displayed at all times, ensuring seasonal promotions and sales offers are planned and launched at the specified times and by developing and managing their direct reports to reach the required standards and financial outlet targets.
The Retail Operations Manager is responsible for setting the goals and key performance indicators (KPI’s) for their direct reports thus ensuring maximum efficiency and profitability for the department. The Retail Operations Manager should actively seek and implement operational cost saving efforts in order to maximize the profitability of the department. The Retail Operations Manager will deputize for the director in his/her absence.
Job Scope:
To ensure that all departmental sales areas are operating to departmental and leisure facility standards with the clear goal of maximizing revenue at all times through training the operational teams.
Sets clear goals for the operational management team in relation to financial targets for the respective retail stores and retail channels.
Coaches and develops the direct reports and operational managers to ensure colleagues are performing to the highest standards at all times ensuring guest and colleague satisfaction targets are met.
To manage the utilization of man-power in order to ensure park operational standards are met and also ensuring the labor cost is met or falls below budget.
To conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth.
To coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance.
To interview and recommend candidates for available positions while adhering to the UAE labor law and equal employment opportunity policy in order to hire the best suitable candidates for the job.
To be a positive, consistent and fair role model at all times, ensuring high standards of practice are maintained while motivating, influencing and supporting others to accomplish personal, department and company goals.
To communicate relevant information with colleagues in order to improve internal communication within the department and company.
To comply with ISO standards at all times in order to drive and improve business excellence through monitoring, measuring, analyzing performance and taking corrective or preventative action.
To understand, follow and enforce all Farah standard operating procedures in order to exceed the operational requirements and ensure guests receive the highest standards of quality and service at all times.
To develop, standardize, assess and review department processes, policies, procedures, forms and reference documents in order to structure the department and assist colleagues in their operational needs.
To develop and achieve department and company objectives, action plans and key performance indicators in order to support the company balanced scorecard approach in achieving the executive strategic plan.
To enforce and adhere to all UAE laws, health, safety & environmental policies, industry and company rules and regulations, reporting any safety concerns or incidents to management in order to minimize risk and maintain a clean safe and hygienic environment for all guests and colleagues.
To manage emergency situations that may arise in order to minimize possible damage, loss or injury to any guests, colleagues or company property.
To represent and promote Farah in a positive manner at all times in order to maintain a professional brand image to all concerned stakeholders.
To listen actively and respond to guest feedback as well as assess and review guest satisfaction index results and trends in order to continuously improve and exceed guest expectations.
To enforce leisure facility rules and provide crowd control in a friendly manner throughout the areas as necessary in order to ensure the guest`s safety and an enjoyable experience.
To provide assistance for exclusive use events when needed, and to assist in the preparations of facilities for special functions, themed evenings, etc. in order to contribute to the success of the company.
To ensure actual expenses do not exceed the department budget in order to increase profit.
To maintain building, facilities, equipment and supplies in order to minimize damage, reduce waste and control costs.
To be considered for this role, you will need:
Essential:
College degree
Minimum 3 years’ experience in a retail multi-unit management position
Excellent interpersonal skills with emphasis on man-management and leadership skills
MS Office suite (IT) with emphasis on Excel
Budgeting, profit and loss account, as well as margin calculations
Interviewing skills
Interpersonal skills
Desirable:
Business Administration degree
Operational experience from multiple high volume turnover units such as theme parks, malls and airports
Experience with similar product assortment as found in Farah retail outlets and other theme parks
Experience with assortment planning, merchandising and visual merchandising
Knowledge of business development
Able to speak, read and write Arabic
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