Retail Operations Executive - Retail Stores

Job description / Role

Retail and Distribution Group based in the MENA Region, in 12 countries, with 12, 000 employees. We operate in the avenues of fashion, beauty and media. We have over 100 entities under our umbrella Group called 'Chalhoub Group'.

Retail Operations Executive - Retail

Responsible to implement, control, maintain and provide feedback on the standard operating procedures for all Allied Retail stores.

Main Responsibilities

Compliance to Standard Operating Procedures (SOP)
* Verify compliance of store operations to Group store procedures (store manual) and local constraints
* Verify compliance to Store manual and audit and implementation of changes of Standard Operating Procedures and system related procedures
* Execute systematic quarterly audit of compliance of store operations through SOAR. SOAR is Store Operations Audit Report; it can be performed by the Area manager of the store or the Retail operations executive (in all the stores of a given country)
* Perform quarterly visits to stores and review compliance with store managers by going through audit assessment and reviewing scores on latest Soar reviews
* Compare the results from the previous SOAR to the one executed.
* propose monthly action plan by store on back store operations with area managers and Retail Operations Specialist based on audit assessments and monitor improvements in next audit

Perform analysis on store operations
* Perform analyses on SORT (SORT - Store Operations Readiness Tick-sheet; it is a daily check-list for the store managers at the opening of the day (30 minutes task) and audit results in order to measure performance of stores on back store operation KPIs and report performance to Retail Operations Specialist
* Monitor the use of all relevant forms, logs and scorecards (e.g. manual sales invoice log, store operations KPI scorecards, incident report log) to assess efficiency of the store operations, by store, identify patterns of issues and root causes
* Provide operations specialist with insights and feedbacks on process issues and system issues.
* Make recommendations for long-term improvements of procedures and system related procedures to operations specialist

Operational first line support
* Support area managers and store managers in taking immediate remedial operational actions
* Receive information from Retail operations specialist in order to take immediate action with concerned service providers (IT, Logistics, Admin, Accounts)
* Investigate cause of punctual incident or problem with store manager, organize remedy in coordination with service providers, escalate to Retail operations specialist in case of delay for solution

Store staff ad hoc trainings
* Provide training to store managers on SOPs
* Train store managers on SOP, especially on changes
* Implement of changes of SOP or system
* Support store managers and area managers in assessment of needs of technical trainings on store operations
* Measure level of knowledge and adoption of SOPs and system related procedures by teams and identify gaps during visits and through SOAR scores
* Assist store managers and area managers in identifying gaps in technical trainings related to store operations, especially system related procedures and recommend trainings
* Report to Retail operations specialist for future actions (e.g. training needs)

Coordination
* Coordination with store managers and area managers and internal service providers
* Highlight monthly operational issues affecting sales with Area managers
* Highlight monthly issues and quality of service provided in stores with internal service departments (e.g. Admin, IT, Logistics)
* Coordinate with local project management team on maintenance issues

Ad Hoc Missions
* Execute various missions and projects based on business requirement
* Analysis and propose multiple solutions to Retail operations specialist based on assignments given.
* The width of these missions could go from analysis of a non-recurrent issue to a change of process.

Requirements

Ideal Profile Education University degree Business Administration, preferably an MBA Previous Experience Minimum 2 years' experience needed in retail operations Knowledge of standard operating procedures Ability to analyse results and look for ways of improvements

Linguistic Skills
English: Excellent

Arabic: Preferable

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.