Head of Retail Operations

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Al-Futtaim Full time

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
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The job holder develops and proposes a regional strategy for business development to expand the brand and run profitable retail operations
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The job holder is responsible for the customer experience within the stores to reflect brand values and customer promise
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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 & longterm 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

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