Head of Retail Operations

2 months ago

CapeTown, South Africa Service Solutions Full time
Job Title: Head of Retail Operations

As the Head of Retail Operations, you will be responsible for leading the retail division in South Africa, driving sales, marketing, and profitability. You will provide strategic direction, manage operations, and ensure exceptional customer service.

Key Responsibilities:
  • Develop and execute strategic expansion plans for new store openings
  • Provide input into the strategic direction for the Retail Department
  • Manage reporting of management and financial information for the retail department
  • Maintain and develop the company's image and reputation
  • Plan and manage internal communications to all team members
  • Determine return on investment for merchandising and marketing programs
  • Responsible for ensuring short & long term strategic and tactical objectives fully support strategy
Operations:
  • Deliver agreed sales and profit targets for the retail division
  • Responsible for providing outstanding levels of customer service and customer satisfaction
  • Holds staff accountable to ensure exceptional customer service
  • Ensures staff are fully trained on all company products
  • Design and implement the annual sales & marketing plan for the retail business
  • Work with the Product Manager & Wholesale Marketing Director on new product development feasibility and execution
  • Work in conjunction with Finance and IT to develop sound, cost effective tracking systems
  • Report to the CEO on a monthly basis performance against budget
  • Management of the POS system in delivering the requirements of the retail team
  • Assess product range including pricing
  • Manage each store in line with agreed target ratios on labor and stock shrinkage
  • Ensure store and staff presentation are in line with corporate objectives for the brand
  • Forecasting sales volumes for operations needs
  • Manage and supply the sales forecast by SKU for all stores on a monthly basis
  • Through effective training, instill a culture that ensures all Retail employees understand the Company Brand and have complete product knowledge
Marketing:
  • Executes the Company's brand equity, understanding that the retail stores are the most direct way for consumers to experience the company brand
  • Maintain awareness of consumer desires within the retail stores and work with the Marketing Department to execute those selected
  • Monitor sales of seasonal and promotional product ranges and report performance
  • Monitor and analyze each store's sales performance by product segment and take in-store action and advise marketing as required
Logistics:
  • Work with the Supply Chain Manager to establish the most efficient order/delivery process for stock
Maintenance, Agreements & Contracts:
  • Manage all store lease negotiations on an ongoing basis including new options and renewals
  • Manage third-party service agreements
  • Ensure that all equipment and machinery are fully operational and in good repair
  • Conduct quarterly maintenance reviews on each site
Staff Development & Management:
  • Understand and ensure compliance with the relevant labor laws governing employees
  • Manage the recruitment process for all retail management
  • Develop leadership and implement a training schedule to include company history, policies & procedures, product knowledge, and customer service
  • Counsel, coach, and guide management team on proper techniques, operational issues, and human resources
  • Motivate staff to achieve desired sales & profit results
  • Communicate regularly with the Training Manager, Retail Manager, Store Managers, and appropriate management in regards to sales, P/L, Service, and best practice
  • Provide direction to the Store Manager in setting targets and contribute to action plans to achieve these targets
  • Analyze daily sales figures for retail and compare to forecasted figures
  • Provide sales information to staff and utilize in incentive programs
  • Work with the HR department in the selection, training, development, and succession planning of current and future staff in all states
  • Responsible for regular coaching and performance evaluations of all direct reports
Work Health & Safety:
  • Apply best practice and ensure compliance with all OHSA legislation
  • Ensure new retail store shop fitting supports a safe work environment that minimizes risk to employee health and wellbeing
  • Ensure OHSA standards are strictly observed (or company standards where they exceed statutory requirements)
  • Enforces food safety and hygiene standards in store at all times
Personal Characteristics:
  • Strategic thinker, strong analytical skills
  • Ability to mentor, guide, and inspire teams to develop a strong-productive team
  • Entrepreneurial with ability to think outside the box
  • Ability to deliver direction and motivate teams to achieve results based on sound strategy
  • Assigns the highest priority to customer satisfaction and is committed to quality
  • Sets clear performance targets, provides direction, and defines responsibility
  • Fully utilizes diversity of team-members to achieve superior business success
Skills and Competencies required:
  • Minimum of 4 - 6 years in field area of Hospitality and/or Retail Senior management in a premium environment
  • Proven record of successful conceptual development and strategic implementation
  • Proven track record with increasing responsibilities and the ability to manage effectively areas of profit/loss with a growth-oriented multi-unit organization
  • Previous food/chocolate Industry experience preferable
  • Intermediate computer skills (Excel, Word, Outlook, Power Point)
  • Strong written and verbal communication skills
  • Creative and innovative problem-solving skills

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