Retail Operations Manager

Retail Operations & Performance Management

• Oversee daily retail operations to ensure stores operate efficiently and in line with company standards.
• Monitor store KPIs including sales, productivity, inventory turnover, and service quality.
• Support the implementation of operational plans and initiatives to improve business performance.

Sales & Workforce Execution

• Execute sales-driven workforce scheduling, ensuring staffing levels align with sales forecasts and peak traffic periods.
• Support and monitor commission and incentive schemes, ensuring clear communication and effective execution at store level.
• Work closely with store managers to drive sales performance and achieve monthly targets.

Brand Standards & Store Excellence

• Ensure consistent implementation of BALMAIN brand standards and luxury service guidelines across all stores.
• Conduct regular store visits and audits to maintain visual merchandising, service quality, and operational excellence.
• Support store teams in delivering a premium and consistent customer experience.

Team Coaching & Support

• Coach and support store managers and frontline teams on sales techniques, product knowledge, and operational best practices.
• Identify training needs and coordinate with training or HR teams to enhance staff capabilities.
• Promote a performance-driven and customer-centric culture.

Customer Experience & Issue Resolution

• Support the management of customer feedback and complaints, ensuring effective resolution and service recovery.
• Monitor customer satisfaction trends and propose improvement actions.

Qualifications

• Bachelor's degree in Business Administration, Retail Management, Marketing, or a related field
• Minimum 5-7 years of experience in retail operations, preferably within luxury, beauty, hair care, or premium consumer brands.
• Hands-on experience managing store operations, KPIs, and frontline retail teams.
• Experience in workforce scheduling, incentive schemes, and sales performance monitoring.