Retail Operations Manager

Job Purpose

Retail Operations Management

• Oversee daily operational readiness across all boutiques.
• Ensure boutiques are fully operational before opening and properly secured after closing.
• Conduct regular operational inspections across all retail locations.
• Monitor compliance with operational standards and company procedures.
• Identify operational risks and implement corrective actions.

Boutique Opening & Closing Control

• Monitor boutique opening and closing procedures.
• Ensure all boutiques operate according to approved schedules.
• Maintain secure control of master boutique keys and access records.
• Coordinate emergency access when required.
• Ensure all security procedures relating to boutique access are followed.

Facilities & Maintenance Management

• Coordinate preventive and corrective maintenance activities.
• Follow up on maintenance requests until completion.
• Coordinate with contractors, landlords, and service providers.
• Ensure all boutique facilities remain operational and compliant.
• Monitor maintenance KPIs and service quality.

Customer Issue Resolution

• Support Brand Managers in resolving escalated customer issues.
• Coordinate operational actions required to resolve customer concerns.
• Ensure customer complaints requiring operational intervention are resolved promptly.
• Analyze recurring operational issues affecting customer experience.
• Recommend operational improvements to reduce customer complaints.

Operational Coordination

• Coordinate operational activities across all boutiques.
• Act as the primary operational liaison between Retail Operations and support departments.
• Coordinate with Logistics, Warehouse, IT, Finance, Government Relations, HR, and external service providers.
• Ensure operational requests are completed within agreed service levels.
• All boutique operational communications shall be coordinated through the respective Brand Manager to maintain clear governance and avoid operational conflicts with boutique teams.

Compliance & Operational Excellence

• Conduct operational compliance audits.
• Monitor implementation of company operational procedures.
• Ensure boutique operational documentation is properly maintained.
• Identify process improvement opportunities.
• Support implementation of operational excellence initiatives.

Reporting & Continuous Improvement

• Prepare weekly and monthly operational reports.
• Monitor operational KPIs and service performance.
• Track maintenance trends and operational incidents.
• Recommend process improvements to enhance retail operations.
• Support retail expansion projects and new boutique openings.

Qualifications & Experience

• Bachelor's degree in business administration, Operations Management, Supply Chain, Engineering, or related field.
• Minimum 5 years of experience in retail operations or multi-site operations management.
• Experience within luxury retail or premium retail environments is preferred.
• Strong knowledge of facilities management, maintenance coordination, and retail operations.
• Excellent problem-solving and organizational skills.
• Fluent in English and Arabic.

Authority & Decision Making