Operations Manager/Brand Manager
Organic House Company
مجموع سنوات الخبرة :16 years, 11 أشهر
My Key Role
In addition to the application of all my operational expertise, I also operated as Brand Manager.
Uncovering consumer insights and delivering innovative marketing campaigns, working in a dynamic and fast-paced environment generating strategies that grow market share and brand’s reputation, improve customer experience and drive growth.
Description and Roles in addition to all my operational expertise
• Analyzing brand positioning in the market and crystallizing targeted consumers’ insights.
• Taking brand ownership and provide the vision, mission, goals and strategies to match up to.
• Translate brand strategies into brand plans, brand positioning and go-to-market strategies.
• Lead creative development and create motivating stimulus to get targeted population to “take action”.
• Establish performance specifications, cost and price parameters, market applications and sales estimates.
• Measure and report performance of all marketing campaigns, and assess against goals (ROI and KPIs).
• Coaching the team and getting the best from everyone.
• Monitoring market trends, research consumer markets and competitors’ activities to identify opportunities and key issues.
• Oversee marketing and advertising activities to ensure consistency with product line strategy.
• Monitor product distribution and consumer reactions.
• Anticipate bottlenecks.
• Brainstorm new and innovative growth strategies.
• Align the company around the brand’s direction, choices and tactics.
Description and Roles
People
• To effectively recruit, induct, lead, manage, train and develop Retail Area Manager, Retail Managers and Casual staff to agreed procedures and standards.
• To ensure the effective management of all retail staff and to ensure adequate staffing levels throughout the business.
• To give support to staff so they have the opportunity to develop their skills in the role and to achieve growth in sales.
• To ensure that all performance issues, and other issues within the shop, are addressed in an appropriate and timely manner.
• To uphold the reputation of the brand by maintaining high personal standards and projecting a warm, appreciative and welcoming attitude towards customers.
• To effectively communicate with the Retail Management, shop and staff, cascading information as relevant. To represent the trading business and communicate externally as required.
• To promote a customer care approach within the retail business, investigating complaints or issues of poor customer care, both timely and efficiently.
• To maintain and develop beneficial working relationships with other departments to further the organization’s objectives, including appropriate attendance at Management Team meetings.
• To take responsibility for personal and professional development.
• To ensure Management appraisals are completed annually.
Performance
• To grow sales profit, and to motivate staff to achieve this same goal.
• To develop and grow a customer focus commercial operation including new shops to maximize available assets, to ensure awareness and account for competition, retail sector trends and current trading opportunities.
• To develop, implement, review and monitoring the retail operating plan and budget.
• To maintain, seek, utilize and analyze management information including EPOS (electronic point of sale) data to manage performance, seize opportunities and make management decisions, taking appropriate remedial action as required to reach and maintain retail budgeted sales and net income contributions and develop and drive the business.
• To ensure all shops are efficiently and effectively managed, visiting them regularly, and monitoring their compliance with policy, procedure and standards.
• To manage the warehouse operation.
Product
• To develop corporate policy driving display, merchandising, pricing and grading whilst observing, Luxury, Premium & high street retail trends.
• To monitor stock in each shop, ensuring there are adequate supplies. To identify methods of stock generation in conjunction with the Shop Manager, and to respond to stock concerns where relevant.
• To maintain an awareness of the organization’s priorities and promote the work to the Retail Management & shop staff.
Property
• Working in conjunction with consultants and contractors, to carry out new shop site evaluations.
• Working with contractors, to ensure shop fit-outs are executed in accordance with Host brand and mall guidelines, meeting relevant time schedules, and ensuring shop standards are maintained on an ongoing basis.
• Responsibility for maintaining shops compliance with both safety standards and planned preventative measures.
Procedures
• To collate information and other statistical reports on shops’ progress, or action planning as required, ensuring timely and accurate reporting of all aspects of administration, following up issues of discrepancies as required.
• To instigate and implement new policies and working practices in conjunction with Directors and to undertake responsibility for ad-hoc initiatives, as and where appropriate.
• To ensure the safety and security of people, stock, cash and property.
• Implementing effective administration, EPOS, procedures and security systems throughout the shops in accordance with company guidelines.
• To be responsible for the accurate completion and sign off of all staff records including salary and sickness reporting.
•Attend Board meetings as required by the Chief Executive.
People
* To effectively recruit, induct, lead, manage, train and develop Retail Area Manager,
Retail Managers and Casual staff to agreed procedures and standards.
* To ensure the effective management of all retail staff and to ensure adequate staffing
levels throughout the business.
* To give support to staff so they have the opportunity to develop their skills in the role
and to achieve growth in sales.
* To ensure that all performance issues, and other issues within the shop, are addressed
in an appropriate and timely manner.
* To uphold the reputation of the brand by maintaining high personal standards and
projecting a warm, appreciative and welcoming attitude towards customers.
* To effectively communicate with the Retail Management, shop and staff, cascading
information as relevant. To represent the trading business and communicate externally
as required.
* To promote a customer care approach within the retail business, investigating
complaints or issues of poor customer care, both timely and efficiently.
* To maintain and develop beneficial working relationships with other departments to
further the organization’s objectives, including appropriate attendance at Management
Team meetings.
* To take responsibility for personal and professional development.
* To ensure Management appraisals are completed annually.
Performance
* To grow sales profit, and to motivate staff to achieve this same goal.
* To develop and grow a customer focus commercial operation including new shops to
maximize available assets, to ensure awareness and account for competition, retail sector
trends and current trading opportunities.
* To develop, implement, review and monitoring the retail operating plan and budget.
* To maintain, seek, utilize and analyze management information including EPOS
(electronic point of sale) data to manage performance, seize opportunities and make
management decisions, taking appropriate remedial action as required to reach and
maintain retail budgeted sales and net income contributions and develop and drive the
business.
* To ensure all shops are efficiently and effectively managed, visiting them regularly, and
monitoring their compliance with policy, procedure and standards.
* To manage the warehouse operation.
Product
* To develop corporate policy driving display, merchandising, pricing and grading whilst
observing, Luxury, Premium & high street retail trends.
* To monitor stock in each shop, ensuring there are adequate supplies. To identify methods
of stock generation in conjunction with the Shop Manager, and to respond to stock
concerns where relevant.
* To maintain an awareness of the organization’s priorities and promote the work to the
Retail Management & shop staff.
Property
* Working in conjunction with consultants and contractors, to carry out new shop site
evaluations.
* Working with contractors, to ensure shop fit-outs are executed in accordance with Host
brand and mall guidelines, meeting relevant time schedules, and ensuring shop standards
are maintained on an ongoing basis.
* Responsibility for maintaining shops compliance with both safety standards and planned
preventative measures.
Procedures
* To collate information and other statistical reports on shops’ progress, or action planning as
required, ensuring timely and accurate reporting of all aspects of administration, following
up issues of discrepancies as required.
* To instigate and implement new policies and working practices in conjunction with Directors
and to undertake responsibility for ad-hoc initiatives, as and where appropriate.
* To ensure the safety and security of people, stock, cash and property.
* Implementing effective administration, EPOS, procedures and security systems throughout
the shops in accordance with company guidelines.
* To be responsible for the accurate completion and sign off of all staff records including
salary and sickness reporting.
* To attend Board meetings as required by the Chief Executive.
Description and Roles
My key Role
Drive efficient and profitable operation excellence, ensure service quality is consistently provided to all customers, stores teams are positively led and empowered, quality store operations are maintained, sales targets are achieved or exceeded, and Company policies, procedures and standards are adhered with.
Position Functions
1. Financial Controls and Profitability Management
• Recommend budgets for areas and stores and discuss them with division head and General Manager.
• Review store KPI’s and performance (sales vs. targets, stock reports... etc.) and communicate to both area managers and store managers.
• Benchmark stores against each other, set/ reset/ clarify objectives and identify Best Practices on monthly basis.
• Review incentive schemes for shop team in liaison with Finance and HR and make recommendations wherever required.
2. Operations
• Oversee in-store operational activities to enhance operation excellence through scheduled and unscheduled visits to stores and warehouses.
• Manage stores and season openings launches, smoothly as planned.
• Liaise effectively with corporate office on all stores requirements.
• In charge for the operations of 4 Hugo Boss stores and 5 multi-brand stores in Kuwait.
• Supervised and executed the construction and launch of 2 Hugo Boss stores before deadline (BOSS Marina mall & BOSS Avenues phase II).
• Setting up the structure and policies within the organization.
• Creating an appraisal system for the company.
• Overseeing the schedules of all stores ensuring optimum cover to secure every opportunity.
3. Stock Management and Visual Merchandising
• Oversee effective stock management.
• Oversee visual merchandising of stores and provide necessary direction and support to ensure consistent and timely refreshing of visual displays and commerciality.
• Assess store execution of merchandising plans, recommend optimum space management options (wherever applicable) based on store trends / category sales performance (sales mix).
• Follow up on best sellers, slow moving items and give buying feedbacks.
• Monitoring the forward cover ensuring that the merchandising team is on time with their orders and delivery of stock to the stores.
4. People Management
• Ensure proper motivation and coaching for stores teams.
• Ensure teams receive necessary training and development as per job level to reflect on their capabilities and customer service.
• Ensure succession plan in place and implementing properly.
• Hiring the right people to benefit the efficiency of the business.
• Conducting appraisals and providing feedback to employees to maintain constant improvement.
5. Brand Management
• Review brand performance with division head and GM and store managers on a monthly and quarterly basis and take necessary actions.
6. Customer Service Management
• Ensure service in stores is up to high standard to maintain brand and company’s image.
• Manage database and customer feedbacks.
7. Business Development
• Build good relations with malls managements.
• Recommend new sites/ business opportunities/ expansion.
8. Operating Environment
• 60% in stores and 40% office work.
9. Key Performance Indicator “KPI”
• Sales target achievement vs LY……………………………………………………… 40%
• Team development ……………………………………………………………………. 30%
• Increasing NSPT or UPT over benchmark ………….…………………………….... 5%
• Stores operational excellence ………………………………………………………... 15%
• Mystery shopper results as YTD…………………………………………….……….. 80%
Skills
Competencies
1. Core
• Trust
• Service Quality
• Teamwork
• Communication
• Focus on Customers
• Focus on Performance
• Focus on Growth
2. Functional
• Attention to Details and Commerciality
• Sales Skills
• POS Skills
3. Leadership
• Planning & Organizing
• Motivation
• Decision Making
• Problem Solving
• Analytical Thinking
• Delivering Results
Maintaining client relationship and building a winning long-term partnership between the
client and Bayt.com.
* Problem solving and decision making with regards to client issues, insuring a positive
feedback.
* Resolving client’s recruitment needs by rendering fast, easy and cost efficient recruitment
solutions.
* Providing entrepreneurs with strategic plans and solutions on how to penetrate the
market, grow and then diversify.
* Develop new customer relationships adhering with set guidelines of Relationship
Manager Business Development.
* Direct strategic customer supporting campaign management and marketing operations.
* Interact with customer brand teams and respective agencies to create business
objectives.
* Study and learn marketing strategies and execute streamlined marketing operations
* solutions throughout agencies along with operational vendors.
* Maintain and manage regular contact with customers to ensure and maintain customer
satisfaction.
* Head responsibility to exceed business objectives, customer service satisfaction and
account profitability.
* Attain or exceed objectives for current account revenue and up sell more opportunities to
be created from new services and products.
* Conduct additional transactions in current and new client segments.
* Support team staff adequately to accomplish service needs of client.
* Negotiate contracts with customers, working professionally with sales management,
company finance along with contract organization.
* Formulate solutions to respond to identified needs as well as sell-in recommendations for
extra work.
* Use KYC (Know your customer) tools to understand customer needs and cater solutions
that are best fit for customer.
Al-Shaya - COS (Collection of style) / H&M division
Description and Roles
Before becoming a Store Manager, I was in charge of the Avenues store, which is the world’s biggest store for the brand. During this period, I was responsible for over 30 team members as well as achieving the yearly business plan of over 3, 000, 000 KD and achieving other KPI’s against targets.
My achievement of the above with a +20% over BP and securing all KPI’s resulted in my promotion as store manager / Acting area manager (for both stores Avenues and Marina mall).
My role as a Store manager comprised of the following responsibilities, but not limited to the below:
• Mentoring, guiding and leading by example all my asst. store managers, department managers, supervisors and sales team with the core competencies to excel in their performance.
• Maintaining and reviewing the highest standards as per brand guidelines.
• Motivating a multinational and multicultural team base and coaching them on how to be self-motivated.
• Organizing weekly trainings sessions with personally created training packs to enhance the performance of the teams with regards to customer service, standards and achieving the BP.
• Analyzing KPI’s and making strategic changes to achieve the BP.
• Reviewing the daily flash reports and making commercial decisions with the visual merchandisers proving in an uplift of performance in a dropping concept/ sub concept.
• Maintaining standards and following strict routines and procedures to prevent stock loss.
• Minimizing cost on overhead expenses by approx. 50%. Resulting in maximizing on profit.
• Following the company SOP to the “T”.
• Recruiting candidates of different profiles to fit the available job vacancies in the brand.
Above are just a few points with regards to my responsibilities, by executing the above and over achieving the BP and KPI’s both in the department of performance and service, I had received an award for the most profitable store of 2014.
Value added Experience:
• Supported the opening of the YAS island store in YAS mall (Abu Dhabi).
• Supported the opening of the City center mall store (Bahrain).
Driving sales to achieve our quarter as well as the yearly targets.
* Following the KPI’s and making alterations in sales strategies to optimize sales.
* Customer and store related problem solving, involving disciplinary procedures.
* Working closely with the store team and Giving them feedback regarding their
performance (PIP, PDP)
* Training staff regarding the KPI’s and giving them seasonal product Knowledge.
* Working closely with the visual team for enhancing the commerciality of the store
(hotspots, mannequins, windows, and weekly changes)
* Taking decisions to make changes for enhancing the performance of concepts and sub-
concepts.
* Making sure the store is at par with the host brand and AlShaya standards.
* Making sure the store is at par with the audit standards.
* Making sure the store has passed its LP visits with 92% or a Green.
* Actively participating in the annual stock take and following up on the results to be
published while working closely with the support team to achieve the shrinkage.
* Preparing the store for the seasonal sign off for kick offs.
In addition to the above I have also had the following trainings:
* Loss & Prevention
* Department manager workshop
* Disciplinary
* MPS
* Stock take
* Dealing directly with the brand for buying and making sure the stock has arrived in time for
the season.
* Responsible for the two stores in Kuwait at the 360 Mall and AlHamra towers.
* Maintaining staff schedules and deployment for both stores.
* Driving sales to achieve the targets.
* Motivating the staff and supervisors and giving them customer care training and updated
product knowledge.
* Making monthly sales reports as well as giving feedback to the operations regarding the
collection.
* Dealing with VIP customers.
AlSabah Art and Design (Owned by Sheikh Majed Al Sabah
Operations supervision of the store.
* Procuring art work, RTW and accessories by artist and designers from all over the world.
* Staff management.
* Organizing exhibitions.
* Liaising artists and brands for exhibition.
* Developing new designer lines and portfolios through research and negotiations.
* Managing inventory, stock intake, pricing and margins.
* Supervising the visual and stock merchandising teams.
Showroom sales.
* Assisting store management.
* Handling VIP clients.
and Roles
* Researched industry requirements and applied results towards providing customers with
the right vehicle and service.
* Negotiated lease contracts with clients keeping company’s best interest in mind.
* Assuring that vehicle demands are met with a focus on complete customer satisfaction.
* Ensuring all vehicles service records are up to date and safety checks are performed
regularly.
* Contributing towards a seamless continuity of a 24-hour operation, with colleagues and
customers.
* Taking full charge and insuring that the client has no problem in case of an accident.
Pan Arab Research Center Jan - Jun 2001
Worked as a part time data entry operator for research and studies.
* Conducted field work and mystery shopping for various projects and clients.
* Assisted with administrative duties.
* Coordinate with focus group attendees
Counter Staff Training.
* Basic Fares and ticketing.
* Assisted with accounts and correspondence.
* Telemarketing for new clients.
Skills
* Excellent at Public Relations
* A Team Player
* A good coordinator
. – Specializing in
’s Degree in
’s Degree in