Operation Manager
Awlad Ragab
Total years of experience :25 years, 4 Months
• Monitor and assuring that Standard Operating Procedures are met in Branches as well as targeted Financial KPIs, which is Sales, Shrinkage, Stock holding level, Expenses and Profit, in addition to HR related targets as employees turnover level and number of employees prepared to be prompted to higher positions.
• Assuring a smooth day-to-day operation in branches.
• Analyze financial results and developing plans for improving business practices to maximize profitability.
• Identifying the growth drivers for the Company and focusing on it in the business plan.
• Ensure that the Retail operation team has the necessary needed information and education resources to consistently execute operational standards.
• Assuring strong support is extended to branches from all organization departments and vise versa.
• Working hand in hand with commercial department and vendors in order to reach the targeted rebate slabs agreed with vendors in the yearly contracts, whilst maintaining the stock turnover/days and stock holding targets.
• Ensuring strong promotions, competitive prices, competitive product range, with up-to-date seasonal and new items are always maintained in branches, in addition to high quality and freshness levels, high cleanliness and housekeeping levels, accompanied with the best customer service extended by all operation team.
• Developing customized marketing activities to branches according to special regains circumstances by coordination with the marketing department.
• Ensuring permanent and continuous regular and promotional items On Shelve Availability, by maximizing the efficiency and effectiveness of the Auto Replenishment with the coordination with the Supply Chain department in addition to improving vendor’s service level.
• Developing branches layout, merchandising, display Plan-O-gram, lighting, signage& customer traffic flow with the area managers in order to maximize sales, customer satisfaction, appearance, image and atmosphere for customers, facilitate the shopping process for the customers and making it more enjoyable.
• Interviewing and choosing new staff and arranging the proper training for them with the coordination with HR department in-order to assure that branches has a qualified well trained staff.
• Developing effective reports to assess in giving the needful feedback and reduce the time needed in analyzing it, in order to give a clear full picture in a shorter time for a quick and correct decision.
• Ensuring effective communications and strong relations between branches operation team with customers as well as with suppliers, other organizational departments, governmental visitors and neighbors.
• Ensuring compliance with all related governmental laws and regulations.
• Reporting to the Operations Director.
• Develop and implement the sales and marketing strategy plan, objectives and 'brand' sales target including developing product categories
• Regular visits to customers ensuring products are being sold, displayed and utilizing the agreed space
• Ensuring excellent customer service standards are implemented
• Responsible for the daily operations of the company
• Encouraging positive relationships with buyers
• Managing and organizing road activities - transport and delivery services from the warehouses to the buyers ensuring cost effective measures, limiting transportation cost and time
• Ensuring there is frequent and effective communication between buyers about product available for sale, promotions and campaigns and initiatives by phone, email, letters, site visits and through alternative approaches
• Securing new potential customers
• Reporting on competition and market position
• Maintain effective relationship with the Imports department and supply them with requested product reports by set deadlines
• Develop marketing plans for brands, products and promotional material against set budgets
• Support all sale activities within the market and plan for seasonality
• Coordinate between sales, budget and expenses
• Coordinate the execution of approved advertising programmes
• Recommend price policies, quantity of scale sales and coverage plans
• Research and report on competitors and their activities and recommend for adjustments to the sales strategy and alter trade negotiations with accordance to the movement of the market
• Conduct periodical retail store surveys of company and competitive products and pricing
• Implementing company policies and procedures
• Agreeing on trade negotiations, orders, credit notes & managing their fulfillment, ensuring they are administered efficiently
• Manage credit facility and debts of the company's clients according to company policies
• Ensuring the flow of orders to the warehouse is managed to maximize prompt and accurate delivery to customers, (including forecasting in good time for busy periods)
• Liaising with the Account dept on account matters, ensuring invoices and credit notes are passed to Accounts
• Auditing the warehouse operations to ensure legal adherence and staff compliance to all due diligence practices and Company policies and procedures
• Develop personal skills in using the company database and train new staff
• Interview, select, manage, train, develop, motivate and periodically evaluate performance of the selling team
• Provide training on the various products, so as to improve the product knowledge of the staff
• Develop the selling skills for the sales force and the relation between the sales team and the merchandisers
• Organizing meetings for reviewing performance and updating strategy
• Regular meeting with management regarding sales performance
• Responsible for the fleet of vehicles used by the company.
• Reporting to the CEO.
• Formulating and being accountable for annual and quarterly business plan and budgets in line with the overall organizations objective
• Devise, deploy, and monitor Standard Operating Policies and Procedures in achieving Branches Standards and Financial Performance.
• Deciding and preparing the Job Description, Role & Responsibilities for all Retail operation team in addition to the daily routine which I can change according to the work needs.
• Approving the product range for each branch and assuring the each branch has the proper range which will satisfy its customers, attract new customers and assist in increasing the one meter turnover objective.
• Deciding pricing policy guidelines aiming to be competitive but without going into pricing ware with competitors, however prices shouldn't be above average, and taking the Distinguish Strategy as a base of Competition specially in customer service, fresh products quality, atmosphere and lay out, display and merchandising and product range.
• Fixing Branches Targets for: sales, expenses, shrinkage, wastage and stock turnover.
• Ensuring that all Retail operation team in branches has a sufficient figures and data to manage the business as Product mix, Merchandising Plan & Planogram, Layout Plan, Floor plan, New items, Best/Worst sellers items & coming promotion/season data, In addition to awareness about the proper Communication panels and Company structure.
• Develop overall communication and training strategy to ensure that the Retail operation team has necessary information and education resources to consistently execute operational standards.
• Ensuring strong relations between branches operation team with customers as well as with suppliers, other organizational departments, governmental visitors and neighbors.
• Ensuring implementing a strong motivation system for all Retail operation team upon strong evaluation system clearing excellent performance and its reward, poor performance and its consequences.
• Monitoring and evaluating all Retail operation team performance through: Analyzing figures, Physical check by a special team and my personal visits to all locations, operation manager reports, customer’s feedback and regular meetings.
• Establish processes to analyze results and develop plans for improving business practices to maximize profitability as the developing team and check lists.
• Provide expertise on store development projects to ensure efficient use of capital and company assets.
• Identifying the growth drivers for the Company and focusing on it in the business plan.
• Seek and continuously develop knowledge and information about competitor activity, pricing and tactics, communicate this to relevant departments in the Company and ensure effective response.
• Ensuring compliance with all related governmental laws and regulations.
• Changing strategies & structure when ever needed to insure achieving company goals.
Planning for opening new branches and divisions.
• Reporting to the Managing Director.
• Monitor and assuring that Standard Operating Procedures are met in Branches as well as Financial Performance.
• Assuring a smooth day-to-day operation in branches.
• Analyze results and developing plans for improving business practices to maximize profitability.
• Identifying the growth drivers for the Company and focusing on it in the business plan.
• Develop overall communication and training strategy to ensure that the Retail operation team has the necessary needed information and education resources to consistently execute operational standards.
• Assuring Strong support is extended to branches from all organization departments
• Ensuring strong promotions, competitive prices, competitive product range with up to date seasonal and new items are always available in branches.
• Ensuring attractive in branch appearance and atmosphere.
• Ensuring permanent and continuous items availability.
• Ensuring strong relations between branches operation team with customers as well as with suppliers, other organizational departments, governmental visitors and neighbors.
• Ensuring compliance with all related governmental laws and regulations.
• Developing branches layout, merchandising, display Planogram & customer traffic flow with the area managers in order to maximize sales, customer satisfaction, appearance, image and ergonomics for customers, facilitate the shopping process for the customers and making it more enjoyable.
• Interviewing and choosing new staff and arranging the proper training for them to assure that branches has a qualified well trained staff.
• Developing the sales and market share of all the items imported by Almeer Group in AL-Muntazah branches by:
Fixing the proper visibility.
Planning displays Planogram.
Insuring maximum availability all over the year.
Arranging marketing and promotion activities in coordination with marketing department.
Submitting Suggestions about categories that Almeer Group can import products in it.
• Participating in the purchase committee for accepting/rejecting items to be imported
• Managing operation in 11 Al-Muntazah Super Markets through Area Managers & development Team.
• Reporting to the Head of Retail.
• Planning, organizing, monitoring & controlling day to day overall operation in the branch with my responsibility about anything happening in it.
• Analyzing sales figures, forecasting future sales volumes and making key decisions in order to achieving sales, expenses & shrinkage targets.
• Managing inventory levels and making key decisions about stock control, assuring items availability as maximum as possible, however, not to have over stock in order to reduce product wastage and damages.
• To adhere to company policies and procedures in respect of Security, Health and Safety to provide a safe and secure environment for all employees and customers.
• Following up and ensuring that all branch equipments and machinery are working and following up maintenance.
• Touring the sales floor regularly ensuring clean and presentable display and ensuring that branch standards are first class and meeting with company standards.
• Lead, train, coach, develop, mentor& motivate the branch team in order to develop and improve their performance to maximize sales & profit and ensure efficiency.
• Ensure that all products and displays are merchandised effectively in order to maximize sales and profitability.
• Forecast and managing staff scheduling needs and ensure sufficient staff on the floor to meet customer demand all over the store opening hours and to be familiar with staff job description.
• Organizing for any repositioning of staff in areas where high sales are expected ( for a specific time of the day or season in the year )
• Ensure that customer's complains were solved effectively and reporting to my manager about these complains on a daily basis.
• Build a strong team work and maintain high positive team relationships.
• To ensure that sales are maximized through the delivery of a first class service to customers to maximizing customer's satisfaction whilst adhering to company policies and procedures.
• To have full and up to date knowledge of the products and services in order to deliver sales and service.
• Attending and chairing meetings, reporting issues regarding staff, customers, products, sales and expenses to direct manager in order to diversify with any changes.
• To continuously participate positively in achieving companies objectives by giving feedback & suggestions to his direct manager about sales, products, staff, competitors activities & customers comments and by showing opportunities to improve the business increase sales, reduce expenses and prevent losses.
• To communicate & cooperates positively with all other departments in the company in order to achieve business objectives.
• Talking to colleagues and customers and identifying or resolving urgent issues.
• Monitoring what competitors are doing and maintain awareness of market trends and customers initiatives.
• Actively use sales information to make business decisions to maximize sales opportunities through merchandising & outstanding customer service.
• Ensure that the branch consistently reflects highest possible standards of merchandising, housekeeping & recovery.
• Regularly monitor & review layouts to ensure best & worst selling items are correctly positioned.
• Ensure that all items are correctly received & displayed on the sales floor one time.
• Be aware and prepared for the coming season.
• Ensure that all store team are well informed of all new products, promotions, policies and procedures.
• Ensure that staff & assistance are in the maximum coverage at peak sales periods & the branch has the right people in the right place at the right time.
• Reports to operation area manager.
• Assigning one of my assistants to be in charge of the branch and cover all my responsibilities during my absence, assure that he is well trained and qualified for that, I delegate authorities to him but responsibility remains with me.
• Report to the area manager.
• Supervising several branch Section Managers & developing communication panels among different divisions to ensure that the Company’s procedures are properly implemented.
• Ensure excellent service and enjoyable shopping experience is offered to customers.
• Ensure high quality of displayed fresh products.
• Ensure attractive merchandising an comfortable Store layout.
• Ensure high level of cleanliness and hygiene.
• Handling suppliers and stock control.
• Monitoring and controlling store operations to meet the budgeted revenues and expenses on a daily, weekly and monthly basis, investigating variances between budgeted and actual figures and taking actions where necessary.
• Ensuring compliance with all governmental laws and regulations.
• Training staff, monitoring their progress and assessing their performance.
• Reporting to the Area Manager.