Operations Manager - Watsons
Al Futtaim Group
Total years of experience :13 years, 6 Months
• To manage all aspects of the business delivering sustainable profit growth across each store and ahead of target. • To continuously track the financial performance of the business through P&L assessment and to report KPIs and their discrepancies in conjunction with a corrective plan. 1:1 business review on a monthly basis at a minimum. • To recruit, train and develop a team which passionately delivers customer service excellence and financial growth • To continuously monitor customer feedback to increase customer satisfaction and loyalty. • To ensure that marketing campaigns are in place on time, as per standards to support the business plan of individual stores helping drive sales and achieving revenues. • To work with Store Managers and Training Manager to ensure brand trainings are regularly conducted to ensure continuous learning • P&L Management & Budget forecasts and optimizing expenses • Managing and overseeing the operations of all retail stores to achieve of long-term strategic and financial objectives, by implementing retail strategies and sale policies. • To support store managers in the mid and end of year Budget appraisal in terms of attaining targets and setting improved targets for the following year. • To assist, train and motivate staff in all areas. • To hold effective team meetings with all Store Managers on a monthly basis as a minimum. • To ensure there is seamless synergy between the stores and ecommerce operations.
• Drive and deliver sales performance of 12 Stadium stores across UAE & Doha. Manage sales objectives and operational costs, in line with agreed business plan. Implement processes which clearly communicate personal responsibility at all levels for achievement of weekly/monthly sales targets. Ensure stores maximise use of space, anticipating and advising changes to layout based on sales or seasonal history.
• Hold monthly store manager meetings to ensure we are in line working towards achieving the business objectives. Ensure selection and development of productive and high-performing store employees to meet stores staffing requirements through close liaison and co-planning with HR function. Implement measurable appraisal processes. Deploys and plans promotion of staff relative to individual strengths to maximise business plan delivery.
• Ensure store achieves defined stock loss targets. Constantly seek to improve staff awareness of stock loss issues. Manage stock availability with the buying and planning team. Train and advise Store Manager on out of stock shortages, slow sellers or price sensitivities. Constantly seek to improve staff awareness of stockloss issues.
• Maintain highest possible standards of in-store visual impact. Follows brand / layout guidelines correctly followed to deliver brand values and ensure corporate ’handwriting’ is evident in presentation. In conjunction with visual merchandising team, helps ensure up to date ‘look’ to window displays. Drive sales floor presentation and housekeeping / recovery principles to the highest standard by regular walk through and corrective action / coaching.
• Managing and leading a team of 55 staff members and managing a store with an area of 26, 000 sq. ft. with a turnover of Dhs. 84 million.
• Networking, recruiting, hiring, developing and retaining high quality management and associates to fill store profile and succession planning.
• Leading by example - training, developing and providing ongoing feedback and coaching on product knowledge, selling skills, visual merchandising and delivering the customer experience.
• Organized weekly Management meetings to recap store performance, and to communicate new company goals and strategies, as well as new store procedures and performance targets.
• Ensured an excellent level of customer service is at priority at all times by executing and achieving the Customer Experience consistently through regular assessment, coaching and follow-up with team.
• Maintained visibility and lead by example on the selling floor to answer customer questions and supported all selling functions.
• Implemented all visual merchandising standards, directives, promotions, and overall cleanliness and organization of the sales floor and stockroom.
• Controlled company assets by meeting all loss prevention measures (consistent management of inventory, in- and out-bound stock movements, sales, returns, exchange, store maintenance, etc).
• Executed and complied with all company policies and store procedures
• Met profitability expectations for the store in sales, payroll, shrink and conversion.
• Created and executed strategies to maximize store sales and control expenses.
I am responsible for maximizing sales and exceed store budgets, through assistance in and supervision of effective and continuous space, stock and seasonal management, and highest possible levels of customer service. I also manage to maintain highest possible standards of in-store visual impact. I follow brand / layout guidelines correctly followed to deliver brand values and ensure corporate ’handwriting’ is evident in presentation. However I also ensured store achieves defined stock loss targets and that the store accurately carries out all loss prevention activities as defined by stock loss action plans. Assisting in administration of staff issues and participating in delivering highest standards of in store training including weekly communication, daily de-briefs, product knowledge and on the job coaching. I also insured store enacts and is fully compliant with all required administrative procedures according to company guidelines and within deadlines. Also assist in delivering the highest levels of motivation and development of team members and individual and store compliance with all company regulations and procedures.
I received an overall 2:2 and modules completed were Quantitative Methods, Management Science, Microeconomics, Management, Marketing, Finance, Human Resources, IBE, Business Economics and Systems Science. I also completed a 2 week internship at Morgan Stanley.
I received an overall B, my modules included Economics, Quantitative Methods, Marketing, Statistics and Mathematics