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Industrial Operations Manager

2 months ago

Khobar, Eastern Province, Saudi Arabia H. M. Al Rugaib & Sons Trading Co. - شركة حمد محمد الرقيب و أولاده التجارية Full time
Job Description

Role Purpose

The Industrial Operations Manager/Store Performance Director is responsible for driving sales growth, managing and developing the store teams to maximize profitability, maintaining brand and company image, operational compliance, and delivering exceptional customer experiences. This role is fully accountable for the daily operations of the store and its workforce in line with the overall business objectives.

Key Responsibilities

Customer Experience
  1. Ensure the highest levels of customer service are delivered at all times, fostering a positive and engaging shopping environment.
  2. Take ownership of customer complaints and concerns, addressing them in a professional, efficient, and effective manner.
  3. Coach and mentor the store teams to enhance customer service levels through brand/product knowledge and overall retail understanding.
  4. Continuously assess team performance against set key criteria to strengthen the team's skills.
Sales Performance
  1. Drive sales growth and constantly strive to enhance business performance, ensuring set KPI targets (such as net sales, conversion, shrinkage, stock turn) are met.
  2. Create innovative approaches to attract new customers, expand store traffic, and enhance profitability.
  3. Track brand performance, reviewing stock levels and monitoring best sellers and slow-moving stock to generate ideas and action plans to increase overall sales.
  4. Identify key causes of underperformance and drive action plans to respond accordingly through analysis and commercial awareness.
  5. Provide critical analytical feedback to the Operations, Buying, and Planning Departments in relation to product, ranging, pricing, competitive activities, and opportunities.
  6. Full commercial accountability and responsibility for stock loss.
Operational Excellence
  1. Taking accountability for the team's understanding of visual merchandising principles and standards.
  2. Overall accountability for compliance of subordinates with established company policies, procedures, and standards, including, but not limited to, cash handling, stockroom management, and security procedures.
  3. Plan, organize, and execute in-store processes, including cash intake, stockroom administration, and stock-take management.
  4. Ensure store inventory is controlled, and adequate security exists, stock shortages are kept to a minimum, and all items are tagged.
  5. Ensure all company health and safety, security, and compliance policies are adhered to, raising any concerns to the Excellence and Compliance team in a timely manner.
  6. Continually deliver and review in-store duties, including cleaning procedures, pre-opening inspections, and checks.
Key Performance Indicators
  1. Net Sales
  2. ATV, ATU, and Conversion Rate
  3. Shrinkage
  4. NPS Score
  5. Data Capture
  6. Employee Turnover
Functional/Technical Competencies
  1. Customer service expertise
  2. Commercial awareness
  3. Selling skills
  4. Analytical ability

Minimum Qualifications/Education

  1. Degree in Industrial Engineering