Retail Operations Manager

SUMMARY:
Our client is looking for a dynamic and experienced Retail Operational Manager (ROM) to oversee operations across a network of company-owned retail stores. This senior-level position plays a pivotal role in managing store performance, customer service standards, staff development, marketing execution, and strategic growth initiatives. The ideal candidate will bring a strong track record in retail operations, sales performance management, and team leadership, ideally within the FMCG, franchising, or automotive sectors.

POSITION INFO:

Purpose of the Role

Key Performance Areas (KPAs)

1. Brand Management & Marketing

• Define and implement brand strategies across all outlets.
• Support marketing initiatives both nationally and locally.
• Assist store teams with marketing compliance and local promotions.
• Leverage digital channels (social media, SEO, paid ads) to build visibility.
  KPIs: Brand awareness metrics, ROMI, CAC vs LTV, digital engagement rates.

2. Sales & Revenue Management

• Set and monitor sales targets per store.
• Analyze sales data to identify growth opportunities.
• Implement sales initiatives and coach teams for performance improvement.
• Collaborate with marketing to drive localized promotions.
  KPIs: Sales vs target, YoY growth, sales/m², conversion rate.

3. Operational Excellence

• Ensure all stores operate efficiently and according to SOPs.
• Conduct audits and identify areas for operational improvement.
• Oversee inventory and cash handling procedures.
  KPIs: Audit compliance, shrinkage rate, SOP adherence.

4. Customer Experience & Satisfaction

• Standardize and enforce customer service policies.
• Monitor feedback, resolve complaints, and improve engagement.
• Implement training for service excellence.
  KPIs: NPS, CSAT, resolution rate, customer retention.

5. Staff Management & Development

• Recruit, develop, and retain store managers and key staff.
• Conduct appraisals and facilitate growth plans.
• Promote a high-performance, collaborative culture.
  KPIs: Staff turnover, internal promotions, training completion.

6. Visual Merchandising & Brand Standards

• Ensure all stores adhere to visual standards and display guidelines.
• Oversee seasonal setups and product presentation.
• Train staff on merchandising practices.
  KPIs: Brand compliance, merchandising audit score, campaign rollout success.

7. Financial & Cost Management

• Prepare and manage budgets at store and regional level.
• Monitor expenses and profitability.
• Identify and implement cost-saving initiatives.
  KPIs: Profit margin per store, cost/m², budget variance, ROI on promotions.

8. Health, Safety & Risk Management

• Ensure compliance with legal, health, and safety standards.
• Conduct audits and train staff on protocols and emergency procedures.
• Manage incident reporting and corrective action plans.
  KPIs: Audit pass rate, number of incidents, time to resolve, safety training rate.

9. Strategic Planning & Store Growth

• Support expansion through feasibility studies, market analysis, and new store launches.
• Align regional operations with national business strategy.
• Oversee operational readiness of new stores.
  KPIs: Store opening success, market share growth, ROI on new stores.

Qualifications and Experience

• Bachelor's degree or diploma in Business Administration, Retail Management, Marketing, or a related field.

• Minimum of 6 years in a senior retail operations or multi-store management role.
• Prior experience in franchise management (as franchisee or franchisor) is advantageous.
• Experience in the FMCG or automotive retail sector is highly desirable.

Skills and Attributes

• Strong leadership and team development skills
• Excellent analytical and problem-solving abilities
• Financial acumen with budgeting and forecasting expertise
• Customer-focused mindset
• Proficient in digital tools, retail systems, and MS Office
• Ability to manage multiple locations and adapt in a dynamic environment
• Exceptional communication and organizational skills