Retail Operations Manager
Apple
Total years of experience :13 years, 8 Months
Participates with other senior managers in the market to establish and implement strategic plans and objectives of Apple Retail.
Design the customer journey based on the company priorities each quarter. Drives and plan the customer experience through coaching.
Monitor customers feedback and repair relationship between the customer and the brand.
Constant collaboration with EMEIA to raise the bar and drives excellence when it comes to customer experience.
drives a team of 5 leaders.
Plan the coaching strategy based on customer’s themes and comments.
Ensures that store operations achieve established objectives.
Directs and controls the activities of a broad functional area and collaborates with key business partners (for example, Finance, HR, and so on).
Has access to confidential company business and financial information and has the authority to make related decisions.
Plan the percentage of business contribution for each department of the yearly business plan.
Completes projects in the Senior Manager’s assigned areas of responsibility. Improves processes and performance in both the Senior Manager’s assigned areas and the entire store.
Trains and develops store employees in customer service, product knowledge, inventory control, and visual merchandising display.
Monitors the customer experience.
Addresses customer concerns and difficult customer issues.
Addresses store employee concerns.
Works independently and regularly updates managers.
Drives the action plans for the sales department.
Setting quarterly sales targets based on the year business plan.
Maximizing sales and profitability.
Formulate fruitful business development strategies to ensure long-term success. Set standards and objectives for different stores and departments.
Optimize and oversee operations to ensure efficiency.
Lead a team of store managers towards effective collaboration and attainment of goals.
Undertake sound financial management to ensure stores are profitable and stay within budget.
Ensure compliance with company’s policies and operational guidelines.
Deal with problems by providing creative and practical solutions.
Evaluate performance using key metrics and address issues to improve it Driving the team performance by coaching the store managers.
Controlling the training and development of the managers and staff.
Manage payroll budgets in line with area sales performance.
Creates an awareness of and builds capabilities in loss prevention by fostering a culture of honesty and connecting the links between customer service, associate engagement and shrink.
Supports development and implementation of store strategy to reduce shrink. Responsible and owns talents life cycle.
During the time being the general manager of a flagship store, I was the customer experience champion for the brand in the middle East, leading any project related to the customer experience
Fosters a customer-centric culture, where the full energy and activity of the store team are focused on delivering highly satisfying customer experience.
General Manager - Victoria's Secret full assortment flagship store.
Serves on sales leadership team and is responsible for total store results.
Owns the customer experience throughout the total store.
Supports, models and enhance all selling and sales support behaviors to ensure seamless customer experience.
Promotes ownership and accountability for category management.
Gains business insight and creates SMART action plans that improve execution and results in partnership with category managers.
Ensure compelling visual merchandising strategies and presentation standards are achieved and maintained.
Leads strategic planning of brand guide with category managers / deputy managers and partners with brand delivery team to ensure high level of merchandising strategies.
Champions execution of emerging concepts in accordance with brand guidelines. Drives customer loyalty through current brand strategies, including credit and customer relationship marketing.
Reinforce all activities related to providing a safe working environment.
Supports development and implementation of store strategy to reduce shrink. Creates an awareness of and builds capabilities in loss prevention by fostering a culture of honesty and connecting the links between customer service, associate engagement and shrink.
Owns talent management lifecycle of direct reports including onboarding, assessment, retention, career development, succession planning and recognition. Coach deputy managers and category managers.
Ensures high quality execution and facilitation of sales education materials and selling strategies.
Understands and demonstrates Limited Brands values.
Supported the store openings in Lebanon, Egypt, KSA, qatar and bahrain.
Sales and “bottom-line” profits of the store.
Recruit, hire, train, evaluate and counsel store employees. Schedule, organize and direct assignments.
Maintain, encourage and possess “ownership mentality”.
Develop and implement employee performance evaluations and improvement plans.
Effectively manage employee turnover. Provide a positive working environment and handle employee issues appropriately and in a timely manner.
Resolve customer problems or complaints by determining optimal solutions. Ensure interior and exterior of store is maintained to company standards. Reviewing merchandising activities; determining additional needed sales promotion
Ensure all customers orders are properly documented and released for pick-up. Responsible for preparation of work schedules.
Visual merchandising.
Maintain adequate store supplies
Working on achieving the business plan for both stores.
Completes store operational requirements by scheduling and assigning employees; following up on work results.
Maintains store staff by recruiting, selecting, orienting, and training employees. Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
Ensures availability of merchandise and services by approving contracts; maintaining inventories.
Formulates pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends. Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
Secures merchandise by implementing security systems and measures. Protects employees and customers by providing a safe and clean store environment.
courses: Business Adminstration.
