Description
The Operations Manager is responsible for overseeing the daily retail and operational functions of all outlets, ensuring sales targets, manpower planning, inventory accuracy, visual merchandising standards, and seamless integration between retail and e-commerce operations. This role drives operational efficiency, team performance, and overall profitability.
Key Responsibilities
1) Retail Operations Management
Oversee daily operations across all stores
Ensure stores achieve monthly sales targets
Monitor and improve conversion rate & ATV
Maintain consistent service standards across outlets
Conduct regular store visits and performance reviews
2) Sales & Profitability
Analyse daily and monthly sales reports
Identify growth opportunities and action plans
Control operational costs and manpower budget
Monitor promotion performance and ROI
3) Manpower Planning & Team Management
Plan staff roster and manpower allocation
Training
Performance appraisal
Staff development
Coach and mentor Supervisors & full-time staff
Build a strong sales-driven culture
4) Inventory & Stock Control
Oversee stock allocation for all outlets
Ensure stock accuracy and proper transfers
Manage:
Replenishment
Stock take
Slow-moving stock action plan
Work closely with warehouse & merchandising team
5) Visual Merchandising & Brand Standards
Ensure VM guidelines are executed in all stores
Maintain strong brand image and display standards
Support new launches and campaign setup
6) SOP & Process Management
Develop and enforce retail SOPs
Improve workflow and operational efficiency
Ensure compliance with company policies
7) Omnichannel Coordination
Align retail operations with:
E-commerce campaigns
App promotions
Click & collect / in-store pickup
Ensure smooth execution of online-to-offline processes
8) Customer Experience
Handle escalated customer issues
Improve service standards and customer journey
Monitor store feedback and reviews