Sales and Operations Manager
Jawad Business Group
Total years of experience :13 years, 9 Months
• Overseeing the entire gamut of tasks for 9 international like brands Celio, Camaieu, Quiz, Hush Puppies, Lakeland, Tape o Leil, Origem, ShoeCiti, Hunke Moller so on
• Guiding the operations of 26 stores with a staff strength of 123 including 26 Store Managers
• Formulating the strategy for sales and profitability in line with business strategy and direction
• Delivering strategic advice & support to the senior management team on people, organization issues and market trends
• Enhancing business performance through people as well as building and sustaining a high-performance customer satisfaction
• Deriving the forecast for people requirements to support business strategic objectives
• Implementing the systems to control pilferage and shrinkage
• Enforcing performance management philosophy and merit-driven system
• Assessing the role requirements and mapping competencies and skills of current incumbents
• Tracking all store expenses on a monthly basis and discussing cost controls with the senior management of the company
• Assuring stock availability by working with the store teams and brand managers on quality feedback
• Making decisions in the interest of business and monitoring PRO activities on a daily basis
• Facilitating customer conversion by ensuring good customer service
• Setting-up competent and strong store teams through training & development - SFE (Strive For Excellence) initiative
• Driving performance improvement on ATV and IPC
Accomplishments:
• Actively involved in opening 10 new stores through the coordination with project team, setting-up of new store layout, merchandising and liaison with govt. authorities
• Amplified customer base by 12% through maintaining effective relationships and an initiative “FAB5 on Shop floor and till point”
• Trained and developed 15 new Store Mangers who have been successfully running the day-to-day operations of retail outlets
• Conceptualized and enhanced the business and store level KPIs to deliver excellent customer service
• Established the brand retail standards and controlled stock levels within the store with minimum loss
• Prepared the team for future promotion (succession) opportunities
• Performed the weekly commercial floor moves and managed store costs / expenses within the agreed budgets
• Supervised the stock loss or theft incidents within store by taking necessary actions to train the team and minimise pilferage
• Ensured the store operates within the agreed wage budgets
• Developed the monthly write off stock damaged goods list for approval by BM
• Delivered suggestions as part of the annual budgetary planning process to the Brand Manager in relation to specific stores
• Liaised with Brand Manager with communication to stores regarding performance and key areas of focus
• Evaluated the stock management information available to ensure sales opportunities were maximized
• Set-up the stock room best practice and coached the team to adhere to guidelines at all times
• Facilitated the launches through store promotions and communicated these clearly to the team / customers in order to maximise sales
• Executed training needs analysis for each member of the team / overall team to ensure relevant and value adding training initiatives were designed and delivered
• Identified and proposed potential employees for future succession to Brand Manager / HR
• Conducted regular performance reviews and appraisals for each team member
• Supervised the delegation of work activities to the team and gave constructive feedback
• Led the investigations, disciplinary and grievance meetings for staff with advice from HR, as required
• Enhanced the sales and profitability of the area by implementing store strategies & procedures
• Engaged in instructing the Coach Store Team to use commercial information effectively
• Controlled the costs within budgetary guidelines
• Explored the internal & external commercial opportunities and planned effective resources for customer service
• Imparted regular training to store staff on all aspects of customer service, product knowledge and selling skills
• Enforced high standard of customer focus and evaluated the customer service standards regularly
• Developed seamless customer service orientation among store employees by ensuring timely and efficient customer service
• Gathered mystery shopping feedback and prepared the action plan for improvement