Operations Manager
Louis Vuitton
Total years of experience :14 years, 11 Months
• Maintaining the appearance of the stores by monitoring the condition of the store environment, merchandise, and employees’ uniforms and appearance
• Overseeing day-to-day operational effectiveness
• Ensure that operational activities remain on time and within budget.
• Maintenance & stores upkeep.
• Reviewing financial reports to identify opportunities for increasing revenue or cutting costs.
• Ensuring that all company procedures are followed to ensure employee safety and clients satisfaction.
• Monitoring inventory levels to ensure that they do not drop below required amounts.
• Overseeing the hiring, training, scheduling, and disciplining of staff members
• Ensuring that all store operations adhere to local laws and regulations such as those pertaining to fire codes, health codes, and labor laws.
• Managing the budget for each retail location, including costs associated with rent, labor, advertising, insurance, and supplies.
• Communicate and implement MB and Richemont Retail Procedures
• Manage authorization’s related to stock as per approval matrix
• Audit & stock takes: liaise & facilitate with Richemont Back office and boutique teams
• Support the Manager Retail Operations in the coordination of stock takes, stock lists, discrepancies, adjustments for internal Retail UAE
• Key user for NSI & SAP for internal Retail UAE
• Reports: extract, distribute, update and file local & HQ reports as per business needs (examples: Stock and sales, high value lists, Special product requests, trackers: gifting, stock adjustments…)
• Analyze sales performance of the boutiques (new launches, product category)
• Support Retail Director in the budget process & preparation of presentation
• Administration, tracking and follow up on Retail / Boutique invoicing and follow up on invoices with suppliers
• Coordinate approval flow within retail department (Signatures i.e., invoices, petty cash etc.)
• Receive, check and file information shared by boutiques
• Organization of Retail meetings
• Supply ordering and management: create suppliers, coordinate invoicing, place orders (stationery, scent, uniforms...)
• Incentive tracking: propose and track incentive results for Retail Teams
• Gifting: track gift authorization’s forms and organize team treats (birthdays, anniversaries…)
• Daily requests and contact person for general inquiries of the boutiques
• Coordinate with Richemont on application & renewal of all permits for internal boutiques
• Proper execution of central reports related to area of responsibility
• Invoicing and petty cash
• Ad hoc project work within retail department as defined from time to time
• Product assortment, stock, pricing, launching plan by working closely with marketing team
• Work with merchandising team on stock forecast
• Content development & management
• Collaborate with digital team to define annual E-commerce launch plan and strategies
• Work with different parties to ensure a smooth process of order fulfilment, packaging, and delivery
• Roll-out both global and local E-commerce initiatives and conduct UAT
• Ensure service availability of customer support (e.g. live chat, book an appointment, etc.)
• Digital day to day marketing and key campaigns to drive traffic by working with communication team
• Operational excellence: logistic, customer services, IT, finance, etc. by collaborating with related partners
• KPI, report set up and follow up
• Web analytics
• Optimizing website traffic & conversion rate
• Ensuring O2O experience
• Optimize the Direct To Customer (DTC) navigation and performance by working closely with HQ
• Work with communication team to customize website contents with local events and wave plan for Saudi market.
• Work closely with CRM team to enrich client’s data and leverage the data power from our key partners
• Based on the client data, to work out CRM campaigns for E-Com clients
• To work closely with the Boutique Manager to develop and manage an outstanding team who have a clear understanding of the goals of the boutique and that consistently delivers such a customer experience.
• To be the reference for the team in the absence of the boutique Manager in terms of daily operations.
• Assist the Boutique Manager to reach the boutique sales target assigned by the retail management.
• Meet and or exceed the KPI’s set by the boutique Manager and identified as per the boutique needs.
• Maintenance and overall appearance of the boutique, quality of the display windows and counters, cleanliness of the products
• Executing Visual Merchandising Directives in a timely manner and within Cartier guidelines.
• Cash and Invoicing
• NSI Entries (invoices and transfers)
• Boutiques cross transfers
• Monthly sales report
• Repair documentations
• Merchandising
• IT operations/ credit card machines/ computers /telephones
• Monthly stock taking of all items in the boutique
• Participating in ordering boutique stock
• Analyzing stock movement and advising quantity to be ordered for new launches
• Make sure that all team members Comply with all safety & security regulations, policies and practices, specifically linked to discount, consignment and transfer
• Arrange all the documents for night work such as extra staff, extra security…
• Managing trainings for the team based on the Annual Training Calendar.
• Assist the boutique manager in identifying staff needs in terms of training and communicate it to HQ.
• Follow up on making sure that all team has completed the E. learning modules.
• Arrange boutique weekly schedule
• Setting annual leave plan for the boutique and organizing vacation slots for the team.
• Reporting to HR all public holiday records and handling sick leave records.
• Following up of attendance schedules,
• Support the Boutique Manager in setting the monthly sales target per sales associate.
• Support the Boutique Manager in sharing monthly the dashboard information
• Support the Boutique Manager in implementing the action plan set quality and related to the dashboard.
• Support the boutique Manager in the periodic staff appraisals.
• Ensure that all boutique team members represent the Brand by wearing the appropriate uniform and grooming as per company policy.
• Organize and participate actively in the animation of the boutique meetings.
• Hold briefings to insure consistent communication and information level in the boutique and with the HQ.
• Ensure that the all product news are available and staff members informed about it.
• Assist Boutique Manager with planning and creating events for the store, networking at the events as appropriate.
• Ensure that all sales team members are applying My Cartier Touch fundamentals and providing the sales coach with qualitative feedbacks.
• Follow up with the team on entering accurate client’s information
• Support the boutique manager in organizing boutique initiatives and coordinating with CRM & PR department.
• Managing display & stock level for the boutique
• Implementing strategies to promote awareness of stock control
• Training team members on product knowledge, selling & operational skills
• Analyzing sales figures and forecasting future sales volumes to maximize profits
• Conducting personnel development reviews
• Analyze procurement budgets in order to forecast necessity of supplies & work within the budget
• Ensure interior & exterior of store is maintained to company standards
• Prepare staff work schedules
• Conduct Induction Training for potential staff joining LCC, evaluating & reporting their performance to higher management for recruitment decisions.
• Gather market intelligence to stay ahead of competition and fashion trends in the market
The focus of my work as an Assistant Store Manager to works close to the Store Manager in order to support the Store’ organization and contributes to run properly all activities, meeting KPIs and striving to achieve assigned goals. Along with the Store Manager is responsible for merchandising, stock availability, sales, profitability, customers analysis, forecasting and general day-by-day management.
Manage to achieve and exceed set sales goals
Contribute to the analysis and the elaboration of sales figures
Maintain awareness of market trends in the retail industry and monitoring what local competitors are doing
•Support the execution of action plans based on market calendar for goal obtainment
•Support the execution of Store’ merchandising guidelines
•Nurture, develop and maintain an excellent clients’ network on the local area
•Explore opportunities to engage and acquire new loyal high level customers
•Dedicate efforts and strategy in laise with PR to ensure VIP connections
•Contribute to display set-up for windows and interiors, following and executing meeting guidelines communicated by Visual Merchandising Manager;
•Support in organizing special promotions, displays and events.
•Ensure that merchandise is properly managed, displayed, stored and maintained by team
•Maintain inventory accuracy and shrink rates within company standards
•Assign opening/closing counting duties as required
•Contribute to a "top level" customer service, in all aspects, in order to meet effectively and in a timely fashion any request of clientele.
•Support Store Manager in coordinating the activities of 15/18 people staff, fostering teamwork
•Make sure staff meet all the requirements indicated by the Company and Store Director on appearance, selling ceremony, behaviors.
•Store Manager for 1 Assistant Manager and 10 sales assistants team, Pull&Bear, a 70 sq metres Flagship Store in Tahlia Street, Riyadh.
•Monitoring of the KPI and proceeding to action plans with the team if necessary to ensure that we are following the right business strategies.
•Preparation and following of the store’s budget (P&L).
•In charge of the training of newly hired Beginner Sales advisors
•In charge of the Merchandising Team.
•In charge of the follow up of customer satisfaction and complaints.
•Assist customers with item returns or exchanges.
•Assistance in store inventory checks and year-end inventory checks.
•In charge of the Merchandising Team.
•Assistant Store Manager for a 22 people sales team.
•In charge of the team schedules.
•Organisation of the stocks.
•Preparation and following of the (P&L).
•Team Evaluations together with the Store Manager.
•Best customer services management.
•Increase the units per transaction (UPT).
•Making excellent replenishment for stocks.