Operations Manager
Key Responsibilities 1.
Skills
About This Role
1. Supply Chain / Logistics
- Aggregate and forecast yearly, quarterly, and monthly product demand in close collaboration with the commercial team
- In charge of quarterly sales forecast: Negotiations with HQ to ensure adequate stock levels
- Maintenance and optimization of warehouse / boutiques inventories
- Implementation and definition of buffer stocks when possible
- Supervise product consignments to have the necessary product present and available for events
- Support trade marketing team with PLV dispatch and monitoring of inventory
2. Sales Operations
- Support commercial team in achieving monthly objectives through product allocations
- Supervise and responsible of all invoicing done in the Retail.
- Develop and implement excel models to optimize (give full picture of pick-up watches / estimation of instant sales / boutiques stock / replenishment requirements) the allocation calls on monthly basis.
- Create policies & procedures and initiatives in line with the Retail Management.
- Monitor and control stock in trade (conduct stock takes, flag seasonal best sellers, etc…)
- Responsible for the compliance of the team with procedures in sales orders, consignments, carnet ATA, etc.
- Waiting / deposit list coordination with partners, clients, and retail to ensure proper management of firm orders (in line with Managing Director).
- ICM communication quality: in addition to making sure iCM is updated after each visit, make sure to regularly check the quality of the comments and take immediate action to rectify and coach the team.
- Maintain an Events Clients List for all types of Events (Manufacture / International Events / Local major and minor events.
- Lead all logistics behind All Clients Trips. Responsible for the Gifts and experiences.
- Responsible for all Exhibition & Events Data collection and reporting to management. Close follow up with the retail team on bi-monthly basis after the event for the period of 3 months. Build and maintain a tracker.
- Lead daily retail operations across all boutiques and points of sale.
- Ensure consistent implementation of brand standards, policies, and procedures.
- Develop and maintain operational processes that support business growth and efficiency.
- Monitor boutique performance and identify operational improvement opportunities.
- Ensure boutiques operate in compliance with local regulations and company guidelines.
- Act as the primary operational contact between boutiques, regional office, and headquarters.
- Conduct regular boutique visits and operational audits across the region.
- undefined
3. Management of Activities Administration
- Supervise all back-office processes (credit/debit notes, stock adjustments, etc.)
- Support Retail and Sales Teams in responding to availability requests
- Coordinates intercompany transfer (UAE,KSA)
- Organize returns and buybacks (if-any)
- Maintain prices and product specification
- Monitor account receivables and credit limit status of retailers (in coordination with MD)
4. Reporting & Analytics
- Partner with boutique managers to achieve sales objectives and commercial targets.
- Monitor KPIs including:
- Sales performance
- Conversion rate
- Average transaction value
- Client retention
- CRM activity
- Traffic productivity
- Stock turn
- undefined
- Analyze boutique performance and recommend action plans.
- Support boutique managers in maximizing sales opportunities and operational efficiency.
- Drive a culture of accountability and performance excellence.
- Monitor POS opening/closing documentation
- Supervise Booster management (accuracy, create new doors, solve issues, monitor retailer’s sell-out declarations)
5. Customer Service
- Support regional customer service center and boutiques in handling clients’ enquiries and complaints
- Improve after-sales processes when possible.
- Streamline processes across regions and networks to ensure seamless service
6. Client Experience & Retail Excellence
- Ensure delivery of a world-class luxury client experience across all locations.
- Monitor adherence to hospitality and client service standards.
- Implement and maintain retail excellence initiatives.
- Support boutiques in managing VIP clients and high-value transactions.
- Review client feedback and develop improvement plans where required.
- Ensure consistent execution of clienteling and CRM activities.
7. Inventory & Stock Management
- Oversee regional inventory management and stock allocation.
- Ensure accurate stock control and inventory integrity.
- Monitor stock levels and product availability across all locations.
- Coordinate stock transfers between boutiques and markets.
- Work closely with headquarters on product allocation and replenishment.
- Lead annual and cycle stock counts.
- Investigate inventory discrepancies and implement corrective actions.
8. CRM & Client Development
- Drive CRM adoption and clienteling best practices throughout the region.
- Monitor CRM KPIs and client engagement activities.
- Ensure accurate client data capture and database management.
- Support development of local client acquisition and retention strategies.
- Partner with Marketing to maximize client event effectiveness and follow-up activities.
9. Boutique Projects & New Initiatives
- Support boutique openings, renovations, relocations, and special projects.
- Coordinate implementation of new retail systems and processes.
- Lead operational readiness for new business initiatives.
- Ensure successful execution of retail and client experience enhancement projects.
Qatar Boutique
- Maintain strong operational relationships with the dealer partner.
- Ensure compliance with brand standards and retail guidelines.
- Monitor sales performance, stock management, and CRM execution.
- Conduct regular business reviews and operational assessments.
- Manage Qatar DJWE & Bahrain Jewellery Arabia exhibitions and attend the full time in both.
South Africa POS
- Support dealer-operated point of sale operations.
- Ensure proper brand representation and operational compliance.
- Review commercial performance and identify growth opportunities.
• Reporting & Business Analysis
- Prepare weekly, monthly, quarterly, and annual retail reports.
- Present operational performance reviews to senior management.
- Develop action plans based on business performance and market trends.
- Monitor budgets and operational expenditures.
- Provide recommendations to improve profitability and efficiency.
• Compliance, Security & Risk Management
- Ensure compliance with company policies and luxury retail best practices.
- Maintain boutique security standards for high-value inventory.
- Monitor cash handling and transactional controls.
- Ensure adherence to audit requirements and regulatory obligations.
- Manage operational risk and business continuity plans.
Travel Requirements
- Regular travel across:
- + UAE
- + Saudi Arabia
- + Qatar
- + South Africa
- Conduct periodic boutique visits, operational audits, training sessions, and business reviews.
• Regional Marketing Manager
- Finance Team
• Supply Chain & Logistics
- CRM Team
- Human Resources
Key External Relationships
- Dealer Partners
- Service Providers
- Security Partners
Education
- Bachelor’s degree in Business Administration, Retail Management, Luxury Management, or related field.
Experience
- Minimum 8–10 years of retail operations experience.
- Minimum 5 years in luxury retail, watchmaking, jewelry, fashion, or premium lifestyle brands.
- Proven multi-market retail management experience.
- Experience managing both directly operated and dealer-operated retail networks.
- Strong understanding of luxury client expectations and retail excellence standards.
Leadership
- Team leadership and coaching
- Change management
- Talent development
- Stakeholder management
Commercial
- Retail performance management
- Business planning
- Financial analysis
- KPI management
Operational
- Inventory management
- Boutique operations
- CRM management
- Process optimization
- Project management
Personal Attributes
- Strong ownership mentality
- Highly organized and detail-oriented
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Ability to work across cultures and multiple markets
- High level of professionalism and discretion
- Passion for luxury craftsmanship and client experience
Success Measures (KPIs)
- Regional sales achievement
- Boutique profitability
- CRM engagement metrics
- Client satisfaction scores
- Inventory accuracy
- Stock aging management
- Retail audit results
- Boutique compliance scores
- Employee engagement and retention
- Training completion rates
- Event conversion and client development results
- Operational efficiency and cost management
- This role is a strategic and operational leadership position responsible for ensuring that every boutique and point of sale delivers a consistently exceptional luxury experience while achieving commercial objectives across the Middle East and South Africa region.
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