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.