Operations Manager (Hanoi & HCMC)

- 30%: Operations
• Responsible for the operational, visual presentation, shipping and receiving, in-store marketing activities, loss prevention, human resources, customer service, facilities and maintenance activities of all the stores.
• Develop effective partnerships with Store Operations and other Retail Admin groups to identify and communicate operating best practices.
• Ensure the store achieves compliance with company policy, procedure and legal standards.
• Prepare, manage, monitor, allocate retail resources budgets
• Coordinates and submits area projects to Retail Development Manager to ensure country alignment and direction.
- 25%: Deliver Financial Results
• Accountable to deliver the overall revenue and operational expense targets for the store.
• Monitor and take steps to optimize store performance metrics and KPI's related to sales, revenue, margin, and other measures.
• Assess the business and develop store business plans that support corporate retail initiatives and track results.
• Ensure that store team is goaled against stretch KPI targets.
- 20%: Leadership & People Development
• Accountable for the overall leadership and people management of the stores including proactively recruiting and hiring top talent, performance management and coaching, supporting corporate HR and diversity strategy.
• Ensure effective, consistent brand identity through stores personnel training
• Supervise trainer and his/her training programs through clinics in educating retail employees about brand identity, product technology updates
- 10%: Drive a Service Culture
• Lead & develop a customer-focused organization.
• Achieve customer oriented KPI's and expectations.
• Ensure the service strategies are communicated and reinforced to drive customer-focused sales and service culture to maximize revenue.
• Monitor and respond to customer feedback.
• Implement and utilize recognition, rewards, and incentives as a consistent approach to motivate and inspire the team.
• Ensure appropriate staffing and training in the store to achieve customer focus goals.
• Lead the training strategy for the store to ensure customer and revenue goals are achieved.
- 5%: Merchant Excellence
• Lead the store to ensure consistent execution Visual Presentation Initiatives.
• Ensure excellence in the implementation of visual presentation standards including markdown execution/transfer of product and seasonal flow.
- 10%: Teamwork
Develop and maintain effective partnerships with Product, VM, Marketing, and Merchandising team to support store plans/goals.