Retail Manager - Hospitality

About This Role

Company Name: The Laundry Hub
Location - DIP 1 - Across Shops differt location in the UAE

Key Responsibilities –Retail Operations Manager (Laundry Hub LLC)

Drive the Business

• Lead by example and represent Laundry Hub LLC by communicating its service values, quality standards, and customer-first approach in all interactions with customers, partners, and stakeholders
• Define, execute, and monitor business action plans to achieve revenue targets, service KPIs, and customer satisfaction goals across all laundry service categories (wash & fold, dry cleaning, shoe/bag care, ironing, specialty care, etc.)
• Manage and grow the customer database to build strong long-term relationships, encouraging repeat business and subscription-based service usage
• Stay updated with industry trends in laundry technology, eco-friendly cleaning methods, garment care innovations, and competitor offerings, and share actionable insights with management
• Think hybrid by integrating walk-in, pickup & delivery, corporate contracts, and digital booking platforms to maximize business reach

Team Leadership and Development

• Provide a clear vision to the team regarding service excellence, turnaround time, quality standards, and operational efficiency
• Identify, recruit, train, and retain skilled staff across operations (sorting, washing, pressing, dry cleaning, delivery), ensuring a strong succession pipeline
• Create a positive and disciplined work environment based on trust, respect, accountability, and teamwork
• Act as a coach to team members, promoting continuous improvement and upskilling in garment care processes, machine handling, and customer service
• Ensure performance improvement plans are properly discussed, documented, and followed up in coordination with HR

Customer Experience

• Develop an omnichannel customer experience mindset across walk-in customers, pickup & delivery users, and corporate clients
• Implement strong client service practices including proactive communication, order updates, complaint handling, and service recovery
• Focus on VIP and high-value clients by offering personalized service, priority handling, and tailored laundry solutions
• Actively recruit new customers through referrals, partnerships (hotels, gyms, salons, offices), and local networking initiatives
• Ensure every customer receives consistent quality, timely delivery, and a seamless experience across all touchpoints

Operational Excellence (Retail Store Operations)

• Ensure all retail store SOPs are strictly followed, including customer receiving, order entry, billing, tagging, handover, and delivery coordination
• Ensure smooth daily store operations with a strong focus on customer service, quick response time, and error-free order handling
• Effectively use technology systems (POS, order management system, WhatsApp Business, and delivery tracking tools) to manage customer orders and improve service efficiency
• Maintain high standards of store cleanliness, presentation, and professional customer-facing environment at all times
• Monitor daily store performance including order intake, service turnaround time, and peak hour readiness to ensure smooth customer flow
• Ensure proper coordination with back-end operations and delivery team to guarantee timely pickup and delivery of customer orders
• Manage stock availability of packaging materials, uniforms, receipts, and retail consumables required for store operations
• Ensure compliance with company policies, customer service standards, and safety guidelines, and escalate any operational issues promptly for resolution

Requiremnts

• Minimum 6**–8 years of experience** in retail operations, customer service, or service-based industry
• At least 2–3 years in a supervisory or store manager role
• Experience in laundry, hospitality, salon, retail, or service operations is highly preferred
• Driving License is Manadatory

Pay: AED10,000.00 - AED15,000.00 per month

Application Question(s):

• How would you increase daily revenue in a laundry retail store?
• If sales are dropping for 2 consecutive months, what steps would you take first?
• What methods would you use to improve customer retention and referrals?
• How would you train new staff to maintain service standards quickly?
• What role does WhatsApp Business play in customer service for this business?

License/Certification:

• Driving License (Required)

Work Location: In person