Role Responsibilities:
Operations
Monitor inventory levels and ensure that products are in stock;
Identify areas for improvement in operations and implement solutions;
Coordinate order tracking and order management while providing issue resolution between parties;
Act as primary resource for retail operations support, in areas involving policies and procedures;
Act as a single point of communication between corporate office and store management;
In collaboration with the supply chain department, develop operations calendar for stores to properly plan for upcoming projects, orders, vendors and key events;
Attendance on calls, conferences and other meetings with store managers, vendors, exhibitions and retail operators;
Observe, review and analyze processes to identify inefficiencies and areas where improvements could be made;
Identify, analyze and implement improvements to processes and ways of working to drive productivity and value added by the Retail function;
Organize ad-hoc administration work for the Retail Operations team.
Leadership & People Management
Provide training to staff on product knowledge, pricing and sales, customer service, logistics, retail software management and other related areas;
Support and oversee HR departments and staff performance;
Working with team leaders, managers, and department heads to learn departmental needs and goals;
Identify and resolve any problems jeopardizing the smooth running of the market stores;
Be part of the recruitment process of staff.
Marketing & Customer Service
Ensure that all customers receive a high level of service and attention;
Plan and execute promotional events and sales campaigns;
Maintain store layouts and displays to maximize sales and optimize customer experience and satisfaction;
Together with the Managing Director work on customer experience process improvements such as helping to administer labour management tool and customer experience measurement tool;
Facilitate cross-channel feedback from customers and employees to management and Managing Director or Executive teams.
Finance & Compliance
Support Accountants/Financial officers, budgets and expenses for each retail location;
Keenly monitor and minimize all unnecessary expenses;
Introduce new and innovative ways of cost efficiency and best practices;
Perform regular store audits to ensure compliance with policies and procedures;
Ensure that all activities conform to local, federal, industry and company standards.
Reporting & Communication
Track sales figures and analyze trends to inform decision-making;
Coordinate with store employees to ensure that they are meeting their sales targets;
Submit monthly, quarterly and annual reports;
Manage, monitor and report on store costs consumables, stationary, drinks and utilities;
Prepare reports for retail management for Store Standards Reviews, physical inventories, customer shops and satisfaction;
Remain in CC on all communication back to various departments to improve knowledge, disseminate deemed necessary information to stores, and ensure timely response from corporate office, suppliers and stores.
Qualifications/ experience:
A bachelor's degree in business or a related field (Business Administration, Accounts, Finance, Marketing etc.);
Minimum 5 years of experience in retail management or operations with a strong understanding of the retail industry;
2-5 years relevant Administrative/ Bookkeeping / Payroll work related experience;
Experience in Finance, Accounting, retails softwares (such as Zoho, QuickBooks, iTrade, Mycom etc.) or relevant field;
Knowledge of purchasing, inventory, logistics, promoting, displaying and selling retail commodities, in and out of commodities;
Relevant working experience in statistical/Retail Operations function with CRM experience preferred;
Proven work experience as an Operations Coordinator or similar role;
Must have strong computer skills, Word, Excel, Power Point and Access;
Comfortable working in a dynamic and fast paced environment.
