محمد القوام

Besidegroup Company / Brands: Diesel- Fred Perry- Pinko- Scotch & Soda- & Carhartt

Job Title: Retail Operation Manager- KSA
• No. of stores: 39
• No. of staff: 155
• Reporting to: Retail Director

Job Description:
1. Sales & Customer Service
• Set Sales & KPI’s Targets based on actual sales & KPI’s ratios achieved SPLY & market conditions
• Set common sales & KPI’s objectives for the OPS team & track it on a daily, weekly & monthly basis
• Conduct weekly meetings with AM’s to review sales & KPI’s figures & do proper analysis
• Monitor target achievements & update the Retail director with all opportunities, threats & other factors affecting sales
• Share in P&L forecast for each store including budgets for purchases, expenses for existing & new planned stores
• Ensure that P&L is matching with the forecast & take necessary actions
• Analyze Mystery shopper report by Area, Brands & stores, then take the necessary actions
• Ensure the proper implementation of customer service standards, & after sales services

2. Cost Management & Loss Prevention
• Control merchandise loss & protect company assets by conducting quarterly Stock take
• Monitor Snap checks report & ensure that all Loss prevention policies are respected
• Ensure that stores headcount are aligned with the budget & check its impact on P&L
• Control Store operating Expenses & check its impact on P&L
• Measure Staff Productivity Level & maximize opportunities
• Forecast staff incentives cost & measure its outcome

3. People Management
• Ensure proper staffing structure & distribution for all stores & match it with the budgeted headcount
• Ensure that all staff has the proper brand & product knowledge in addition to the required skills per job title
• Hiring, selecting skillful staff based on business requirements
• Monitor staff administration (attendance, schedule & productivity level)
• Track & analyze staff sales & KPI’s achievements Vs. the assigned targets
• Implement best practices to enhance staff knowledge & increase sales such as T&D & Motivational programs etc.
• Monitor Performance appraisals process & sets Quarterly/ semi-annually objectives with proper follow up

4. Stock Management & Stores Standards:
• Monitor Sell-thru per store (style or category) & take necessary actions (stock rotation, VM changes, MD% changes etc.)
• Ensure that all stores are merchandised as per the brand standards & sales performance (best & worst sellers)
• Communicate product feedback documented by store team to the buyers
• Prepare discount policies per brand based on Stock performance (category & style wise)
• Sale preparations (permissions, POS sale materials, sale policies communication & Visual merchandising)
• Ensure that all Loss prevention policies are well implemented
• Recommend marketing activities based on sales performance, competitors’ activities & occasions
• Ensure right implementation of store standards through stores visits (stores cleanliness, stock arrangement, maintenance issues, H&S, LP etc.)

Regional Area- Manager for Kuwait- Bahrain & Iraq “Residency- Kuwait”.
• No. of stores: 10 stores among the region
• No. of staff: 55 staff among the region

Job Description:

1. Area Management:
• Manage and drive Area performance
• Ensure delivery of communication, brand & product knowledge training
• Evaluate store performance through shop visits, store audit, Sales & KPI’s reports
• Cluster stores among the area by Brand/ Performance & set best practices
2. Financial Controls and Profitability Management:
• Driving sales by Communicating targets and objectives with stores (daily, weekly and monthly)
• Review daily KPI’s (Daily Sales Vs budgets, UPT, ATV & CVR, Stock Reports, etc...)
• Review weekly KPI results in comparison to all stores (Sell-thru, stock rotation, Profitability Margin ...)
• Review the overall performance of stores Vs. Budget, business plan, LFL & LY)
• Benchmark shops against each other, set/reset/clarify objectives and identify best practices
• Conduct competitors’ surveys
3. Stock Management:
• Drive inventory control & address stock control issues
• Ensure that all Loss prevention policies are well implemented
• Drive planning for the next season.
• Review stock availability across all shops and ensure proper rotation of stocks between location
• Share in the buying process by providing the correct product feedback per Brand/ Line

4. Customer Service Management:
• Conduct customer intercepts and commission feedback from customers about quality of services
• Review customer complaints and provide support.
• Analyze Mystery shopper report by store /Area & draw the right action plan.
• Conduct customer service & selling skills training for stores team.
• Manage CSM database, track VIP customers & maintain long-term relationship with customers.
5. People Management
• Maintain and enhance skills at team and individual level
• Track individual sales & KPI’s Vs. Budget on a weekly basis & implement best practices.
• Ensure teams are trained and coached on selling skills, merchandising & outstanding Customer Service
• Train & develop store managers on Time Management, Target Management, Leadership, In-store Coaching, Supervisory, Effective communication & Motivational skills.
• Assist in staff recruitment & selection process and implement a proper induction plan for new joiners
• Ensure the right implementation of Performance improvement plans (PIP’s) & Personal development plans (PDP’s).
6. Shops Administration:
Ensure:
• Marketing plans are implemented and followed up in stores.
• all policies and procedures are followed properly
• all returns & exchanges are made according to policy
• safety, security and cleanliness of store in accordance with shops managers
• maintenance of stores for all aspects
• Standards and guidelines of visual merchandising are followed and as brand positioning and image.

1. Area Management:
• Manage and drive area performance
• Ensure delivery of communication & training on brands, new collections etc.
• Evaluate store performance through shop visits etc.
2. Financial Controls and Profitability Management:
• Communicate target and objectives for shops (daily, weekly and monthly) and drive sales.
• Review KPI’s (Daily Sales vs budgets, Stock Reports etc) daily
• Review KPI results weekly in comparison to all stores.
• Review the overall performance of stores
• Benchmark shops against each other, set/reset/clarify objectives and identify best practices
• Conduct competitors’ surveys
3. Stock Management:
• Drive inventory control
• Drive planning for the next season.
• Review stock availability across all shops and ensure proper rotation of stocks between location
• Address stock control issues
4. Customer Service Management:
• Conduct customer intercepts and commission feedback from customers about quality of services
• Review customer complaints and provide support.
• Ensure proper aftersales services and customers receive their products on time and in good quality.
• Manage CSM database

5. People Management
• Maintain and enhance skill levels at team and individual level
• Ensure teams are trained and coached on selling skills, merchandising & outstanding Customer Service
• Assist in recruitment and induction of new joiners
• Assess shop manager performance and identify training needs.
• Plan and execute best practices
6. Shops Administration:
• Ensure
• Marketing plans are implemented and followed up in stores.
• all policies are procedures are followed properly
• all returns, exchanges are made according to policy
• safety, security and cleanliness of store in accordance with shops managers
• maintenance of store for all aspects
• standards and guidelines of visual merchandising are followed and recommend brands positioning and image.

• Marketing Researches and assessment of the Saudi Market (Competitor’s Analysis)
• Sales, Rental, maintenance and repair services offers for our clients
• Data Collection and daily meetings with procurement Dept. in our customers’ organizations (such as Construction, Contracting, Rental…)
• Applying Sales Strategies in order to achieve monthly & quarterly targets.
• Proactively assess, clarify, and validate customer requirements & satisfaction by engaging key customer accounts in conjunction with sales personnel management.
• Provides a managerial-level point of contact for key customers, builds and maintains strong customer relationships.
• Establishes productive relationship with field marketing based on frequent communication, collaboration, and effective allocation of marketing investments in the marketplace.
• Meets assigned team quotas for sales, profits, and strategic objectives.

• Applying Managerial and problem solving skills.
• Achieving Targets by increasing Sales levels and changing marketing strategies.
• Doing a monthly marketing research studying all the marketing Mix.
• Recruiting, hiring, and motivating employees within the shop.
• Controlling and evaluating employees’ performance.
• Ordering and receiving shipments in addition handling inventory issues.
• Responsible for the visual merchandising conditions.

• Applying Managerial and problem solving skills.
• Achieving Targets by increasing Sales levels and changing marketing strategies.
• Doing a monthly marketing research studying all the marketing Mix.
• Recruiting, hiring, and motivating employees within the shop.
• Controlling and evaluating employees’ performance.
• Ordering and receiving shipments in addition handling inventory issues.
• Responsible for the visual merchandising conditions.

• Applying Managerial and problem solving skills.
• Salesman (dealing with people in most sales transactions).
• Preparing the monthly balance sheet and executing a monthly inventory.
• Controlling and replenishing all missing items, sizes and colors etc…

• Dealing with customers by preparing sales orders.
• Using of Omega cash systems (Cashier).

• Making appointments and visiting all regions in lebanon from south to North.
• Convincing people to sign for annual or semiannual deals