Connected Store Operations Manager

**BARROWS GLOBAL**
- Moving Retail Forward | Moving People Forward | Moving Communities Forward_

Drive the future of retail experience as a part of the Barrows Global Connected Store team.

With over 30 years of experience, we are one of the world’s leading international retail digital experience, design and manufacturing businesses. Based in New York, London, Durban, Cape Town, and Toronto, we harness the potential of our people, the quality of our products, and the spirit of our organisation to create transformative retail experiences around the world.

Connected Store is our class-leading digital experience for next-gen retail. Our unique network consists of thousands of intelligent digital in-store touch-points powered by our robust cloud platform. We design, build and install these digital touch-points and measure customer interaction, digital assets and media content via our cloud platform.

**THE ROLE**

We are looking for a talented Operations Manager to lead our support team in managing a network of thousands of digital Connected touch-points in major FMCG retailers across South Africa. Ultimately, you will be responsible for ensuring we deliver a high quality service to our clients.

**Responsibilities**:

- Be the key point of contact for Account Executives regarding the operational status of their digital networks.
- Develop and maintain a Connected Store operational road map. Key elements include:

- A vision for the Operational Team to strive towards
- Explanations of the team’s priorities and initiatives. This includes measurable KPIs that illustrate progress towards these goals.
- Develop a resource plan and budget to achieve the goals.
- Regularly update the broader business on the progress to achieving the vision.
- Work closely with the Product Director and Product Manager to help co-develop the Connected Store software platform. The operational manager’s input is critical in ensuring that new software features are stable, relevant and fit for purpose.
- Manage the Connected Store support team:

- Develop and maintain the team’s way-of-working and processes.
- Guide team member’s personal development and career growth
- Ensure the team has sufficient capacity and resources to deliver a high quality service.
- The team’s core responsibilities include:

- Ensuring that all of the digital touch-points' meta-data (location, date of manufacture etc) is accurately maintained.
- Ensuring that content is approved, scheduled and uploaded onto the units.
- Managing tickets generated by our Connected Store Retail platform and ensuring that resolution (whether in trade or remotely) is carried out within the timings specified by SLAs.
- Ensuring that operational reporting provided to internal clients and stakeholders is accurate and relevant.
- Lead relationships with key 3rd party operational suppliers (in-trade technicians, cellular providers etc). This includes:

- Leading contract negotiations
- Ensuring suppliers adhere to agreed service levels
- Accurately reporting on supplier costs. Optimising these costs where possible.

**Requirements**:

- Minimum 7 years of work experience
- Relevant undergrad degree or diploma
- Project management accreditation or certification (eg. CAPM, PRINCE 2)
- Experience in building and maintaining teams
- Experience designing systems and processes
- Proven commercial experience
- Ability to work across disciplines with excellent communications skills and the ability to deeply collaborate
- Ability to create systems required to make data driven decisions.

**Nice to Have**:

- Experience working with digital signage networks
- Experience working with FMCG brands and retailers
- Skilled in project management software (i.e. MS Projects)
- Experience working with Jira Service Management
- Ability to build your own BI data driven views

**Barrows Benefits**:

- Contribution towards your medical aid for you and your dependents.
- 25 days annual leave.
- Opportunity to work with teams from different cities: Durban, Cape Town, London, New York and Toronto.