Retail Operations Manager
Liwa Trading Enterprises LLC
Total des années d'expérience :22 years, 11 Mois
Reporting to Head of Operations, managing a portfolio of 11 European and American brands over 31 stores consisting of Gant, LaSenza, Menbur, Suite Blanco, Nautica, M&Co, Dwell, Lovisa, Aspinal of London, Gocco and Charanga with 180 people covering 8 malls - The Avenues, Gate Mall, Al Kout Mall, 360, Marina Mall, Makhateer Mall, Kuwait Magic Mall and Al Fanar.
• Achieved YTD sales LFL in 2016 for the region, by focusing on the KPI’s that drive top line sales of the stores.
• Reduced over all loss, by reviewing the sales and profitability of each store and recommend the closure of all non-profitable brand/ stores to the Board.
• As a region Achieved Unit per Transaction (UPT) of 3.33 LFL 4% on LY and conversion of 11% LFL 1% on LY by Coaching & Training the teams on the Impact of UPT and Conversion.
• Reduced Shrinkage by 27% on LY by setting up stringent Audit process in all stores and in the WH.
• Increased clientele data base in 2016 by 35% LFL equivalent to 19.5K new loyal customers by training the teams on effective Customers Service at Cash Points.
• Achieved 85% sell thru in AW15 in Gant the highest in the business by launching stocks at the right time and monitoring the sell thru consistently.
• Re-Setting up of Kuwait Distribution Centre and Office in 2014 and appointing the support teams to stabilize the operations. Ensuring the store teams are supported and all functions are functioning smoothly.
• Successfully Opened 11 stores with 11 different brands in April 2014 at Gate Mall Kuwait, by proper planning and interfacing with Host Brands along with all support functions within a short period time from DOJ (Mid Jan 2014)
Reporting to Head of Operations, managed a portfolio of brands over 23 stores consisting of Monsoon, Accessorize, Hushpuppies, Quiz, Celio, Origem, Camaieu, White Company, Lakeland Adams and Pumpkin Patch, with 120 headcount covering span of 6 malls, Souq Sharq, The Avenues, Al Kout Mall, Marina mall, Airport and Al Fanar
• Awarded best Region for LFL growth in UPT for 2012 and for “Hush Puppies Al Kout Mall.
• Awarded Best customer service (Region) awarded consecutively for 2 years across GCC 2010 & 2011, by Coaching & Training the teams on Customer service and its Impact.
• Double digit growth both top line and bottom line in 2009 and 2010 on LFL and has been the best performing region in the business, by focusing on the KPI’s that drive top line sales of the stores.
• Awarded for Improved shrinkage to .3% this is almost 600% less than the previous year in 2008, by ensuring that all SOP’s were implemented and followed.
• Improved the customer conversion to double digits within a year of taking over of Kuwait, by Coaching & Training the teams on the Impact of Customer Conversion to Sales.
• Successfully Opened 60 new stores in UAE and Kuwait ( Mall of Emirates, Dubai Festival City and The Avenues Mall)
• Spearheaded the innovation and execution of the “Strive for excellence” project comprising of MDP and 4-tier In- house Company training.
• Recruited over 200 personnel for new mall openings in UAE & Kuwait and conducted 6 overseas recruitment trips.
As Commercial Department Manager my Area of Responsibility was in Men’s Wear, Lingerie, Food and Home Department with a head count 45. Key objective was - to ensure each department contributed as per business expectation.
• Achieved KPI’s top line sales consistently in Kids Wear, Men’s Wear and Lingerie by 8% -12%.
• Achieved 20% LFL sales in Men’s Suits category in 2004.
• Maintained 95% audit scores and reduced the shrinkage level below -0.50% to sales.
• Coached and developed 4 Senior Sales to be Department Managers in 2004-2005.
As Commercial Department Manager, my Area of Responsibility was in Kids, Men’s Wear, Food and Home Department with a head count 30. Key objective were to ensure each dept contributed as per business expectation.
• Achieved KPI’s in 2000 by 20% on Kids dept and by 18% on Men’s Wear with an UPT of 2 in Men’s wear and 3.5 in Kids Wear, by focusing on the KPI’s that drive top line sales of the stores.
• Maintained 95% scores of Audit & Quantity control reduced the shrinkage level below -0.50% to sales.
• Successfully launched the Food department by adhering to all the guidelines and hygiene standards of UK.
• Trained & Developed 4 staffs to be promoted to senior sales during my tenure.
• Was a Team leader in the Major Store opening of the 2nd largest M&S store (approx 17, 000 square feet) in Abu Dhabi.
Reporting to Head of Country, key responsibilities was maximizing individual store contribution by exploiting every opportunity to drive sales & KPIs (Top line and Bottom line sales) and manage shrinkage levels and controllable costs to deliver operating profit & Adjust P & L.
• Opened Largest Discounted Store ‘LAST CHANCE’ (50, 000 Square feet) under my leadership.
As Store Manager, my area of Responsibility was to achieve daily sales target, ensuring all team members deliver outstanding customer experience.
• Awarded for highest single day “World Record Single Day Sale” during Seasonal SALE in Mothercare Salmiya Branch 1997.
• Awarded for Best Showroom “Mothercare Fahaeel” in 1995 for highest sales LFL and for maintaining outstanding visual merchandising standards.
