OPERATION MANAGER

Job Summary

Lead and inspire a retail store team to exceed sales targets and KPIs while delivering exceptional customer experiences. Manage operations, inventory, loss prevention, and marketing initiatives to drive profitability and operational excellence.

Responsibilities

• Foster a sales-driven culture aligned with operational and strategic goals to achieve or exceed sales targets, KPIs, and profitability.
• Develop and execute short- and long-term plans to control expenses and optimize sales and service.
• Ensure high standards of customer experience by engaging with customers and coaching employees on the sales floor.
• Recruit, train, develop, and manage a high-performing team to meet store objectives.
• Conduct productivity conversations, coaching, recognition, and performance management to hold team members accountable.
• Spend 80% of working time on the sales floor actively selling and supporting the team.
• Analyze store performance using controllable operational KPIs (e.g., CR, UPT, ATV) and lead the team to improve results.
• Control personnel expenses (PEX) and manage staff scheduling efficiently to balance sales targets and customer service.
• Complete required local and global training programs to maintain operational standards.
• Analyze customer profiles, buying trends, and competitive data to inform business strategies and provide feedback to Area/District Manager.
• Implement and monitor loss prevention education, training, and compliance programs to minimize shrinkage.
• Oversee merchandise processing for incoming and outgoing inventory and manage physical inventory counts to meet shrink goals.
• Execute marketing initiatives and events within budget while maintaining strong communication with local PR and marketing teams.
• Participate in new store openings and closings, including travel as required.
• Attend Store Manager meetings and offsite training sessions.
• Accurately process POS transactions including sales, exchanges, discounts, and refunds while ensuring POS access rights comply with retail policies.
• Maintain visual merchandising guidelines and store presentation standards.
• Communicate and address store maintenance needs promptly.
• Comply with all policies, procedures, operational competencies, and safety standards to maintain a safe working environment.
• Work non-traditional hours including weekends, evenings, holidays, and overtime as required.

Required competencies and certifications

• Proven leadership skills to inspire, motivate, and develop teams through clear communication, mentorship, and strategic hiring.
• Ability to analyze sales data, KPIs, and store processes to achieve and exceed sales targets.
• Strong operational management skills including task prioritization, delegation, staff scheduling, and inventory control.
• Agility to adapt quickly to changes in policies, technology, and market conditions while maintaining resilience under pressure.
• Proficient in using PC and reporting tools (e.g., BI) and experienced with POS systems.

Preferred competencies and qualifications

• Minimum 2 years of management experience in a customer service-oriented retail environment, preferably apparel or footwear.
• Previous experience in beauty, skincare, retail, or sales management.
• 10–15 years of relevant experience preferred.
• Demonstrated success in achieving sales targets and managing retail teams.
• Strong communication and customer service skills.
• Sales-driven mindset with good business and commercial awareness.
• Knowledge of beauty products and/or treatments is advantageous.
• Ability to work in a fast-paced retail environment including weekends and public holidays.