Job Description
The Retail Operations Manager is responsible for ensuring the success of our retail points of sale, delivering consistently on-brand, exceptional customer experience through our sales associates (aka Brand Ambassadors). You will oversee the overall operations of our retail locations, from ensuring the correct staffing, product availability, to tracking performance versus sales targets and assessing opportunities from observing competitor dynamics. Occasionally, this might mean liaising with Key Account counterparts (e.g. store supervisor, space planning) to drive growth opportunities.
This role is instrumental in driving sales growth, enhancing brand representation, and fostering a culture of excellence within our retail teams. The ideal candidate should be passionate about beauty and personal care; and is highly collaborative and results-oriented.
KEY RESPONSIBILITIES
You will:
- Monitor performance against KPIs and sales targets
- Provide guidance and support to the team to achieve and exceed sales targets
- Analyze sales data, customer feedback, and competitor activities to provide insights and identify opportunities for continuous improvement
- Ensure incentive scheme of retail staff is consistently aligned with business objectives
- Oversee the day-to-day operations of retail locations, ensuring a consistent and exceptional customer experience
- Ensure correct staffing model for each retail location (BA headcount, BA selection, shifts)
- Ensure stock and tester availability in coordination with Supply Chain, including ensuring that discontinued/ overstock items are flagged and pulled out accordingly
- Ensure that BA standard is upheld with regard to product knowledge, customer service, and selling techniques
- Ensure that BA Supervisors are trained with regard to managing their teams
- Evaluate BAs and BA Supervisors, provide performance assessment, feedback, and mentoring to consistently improve performance
- Spearhead collaboration with various teams as needed to ensure sell-out performance meets targets (e.g. Supply Chain, Marketing, Finance)
QUALIFICATIONS
- At least a graduate of bachelor's degree in business management or relevant field
- 5+ years experience in Retail management, including counter operations and BA management & training
- Experience in personal care/ beauty industry background preferred but can be open to other industries as long as customer-facing retail
- Strong experience in managing multiple stores and people
Location: Makati City
Schedule: 2x-3x onsite | Hybrid | Dayshift