Head of Retail Operations - Retail

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:
The Head of Retail Operations is responsible for consistent operational excellence across stores and have full P&L accountability and brand compliance for stores in the region. The job holder develops and proposes a regional strategy for business development to expand the brand and run profitable retail operations. The job holder is responsible for the customer experience within the stores to reflect brand values and customer promise.
Leading passionate and dedicated teams ensuring every decision we make has our customer at the core. Has a passion to deliver excellent standards with continuously driving growth and profitability through planning and successful implementation of strategies

What you will do:

Description of Accountability:

Retail Operations

Deliver inspirational, improved, and consistent standards in stores, which inspire our customers to shop more often.
- Execution of operational standards for the stores in terms of visual merchandising, availability, customer service, stock maintenance, safety and security while maintaining brand integrity in our stores.
- Establish a routine in the stores to ensure focus on different aspects of operation via Working Week Framework, constant communication flow between stores and retail office as well as continuity of the plans in all stores, and ensure all duty managers are trained in relevant procedures
- Monitor service levels personally, through observation and Mystery shopper research and work with store managers /retail office to drive excellence in service to be visible through NPS
- Enforce procedures and KPIS to maintain stocks, system accuracy and profit protection across all stores.
- Review and ensure a robust control of tills/ cash in stores, ensures all till/ cash control audits are completed as per store procedures.
- Provide regular weekly/seasonal/promotion feedback to ensure the buying strategy maximizes sales thorough procurement of an appropriate assortment, pricing and execution of promotions aligned with the market at store and regional level.
- Work in partnership with Visual Merchandising, Marketing, Logistics, Merchandising & Buying to deliver the Commercial Plan/Calendar to the agreed key targets.
- Follow up and work with relevant parties to ensure relevant permits /legislation in place to conduct promotions/events.
- Ensure all stores have an emergency plan and employees are aware of the emergency action plan.

Financial and Business Planning
- Work with Head of Commercial Operations to build and deliver an annual & long-term business plan using internal data and external research.
- Develop a strategy for the region to drive profitable growth of the brand.
- Work with Store Manager to develop an annual business plan for each store. This plan will cascade down the business targets down to BUs which will make the regional targets achievable and alert relevant stakeholder of any gaps /issues.
- Monitor and control the budget and operational costs of all stores.
- Drive cost saving and efficiency throughout the stores by challenging existing standards and existing processes.
- Work with HRBP to budget manpower costs, closely monitor staff costs and set productivity targets

People
- Ensure clear goals and accountabilities are set and communicated for subordinates and their teams.
- Work with HRBP to deliver people solutions to create employee engagement, compliance to HR Policies and local legislation
- Coach Store Managers and SMDs and ensure succession plans and training plans are in place in each store in coordination with HRBP.
- Role model Al-Futtaim Way behaviours and M&S Values as a senior manager.

Corporate and Brand
- Promote Brand and Corporate Values, throughout the operations team and the ways of working with M&S, stores, warehouses and depending functions within Al-Futtaim.
- Ensure stores comply with all relevant legislation, regulation and corporate governance practices.
- Works in partnership M&S UK to develop best practices and maintain a good working relationship.

Business Growth / New Markets
- Managing store opening projects with corporate and principal provided resources.
- Ensuring compliance to legislation and brand requirements prior to operations start.
- Work with the Merchandising & Buying to have the correct range and price in the small new format stores.

Required Skills to be successful:
- Interpersonal Skills.
- Problem analysis and problem-solving
- Technical knowledge
- Persuasiveness
- Adaptability
- Delighting Our Customers
- Collaboration
- Managing Complexity
- Influencing Others
- Taking Initiative
- Drive for Results
- Engaging Leadership
- Developing Talent

Requirements

What equips you for the role:
- Bachelor Degree (Masters Preferred)
- 15+ years' experience of which 5 years should be at senior management level
- Experience in a multichannel retail environment
- Experience in managing and driving multiple teams in different locations
- Motivated and can deliver Financial Budget and Key Performance Indicators
- Experience with and passion for premium fashion brands and food
- Understanding of customer research and the ability to amend the range to reflect customer requirements and feedback.
- Understanding of fashion, consumer trends and competition
- Proven ability to achieve goals.
- Must be technically sound.
- Good Personality
- Good communication skills
- Excellent relationship skills

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer's in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference..

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.