OPERATIONS MANAGER

POSITION PURPOSE
To deliver exceptional customer service at all times in line with following Circle K's Commitment - 4 Fs and adhering to our Policies and Procedures to achieve sales & profit objectives of your respective district ,
To manage, direct and coach Area Managers/Store Managers/ Staff in the overall operations, sales and customer service to ensure full customer satisfaction, maintain positive company image and represent Circle K chain store in a professional manner.
PRINCIPAL ACCOUNTABILITIES
Your main responsibility as an OM is to ensure that you and your team are delivering the highest level of customer service, in a clean and safe environment. In addition to adhering to Circle K's Policies and Procedures, you are responsible for:
People
· Ensuring all your staff follow people essentials (eg. uniforms, grooming, punctuality,...) and Circle K's practices as set out in the Employee Handbook
· Understanding and well delivering Caring-Sharing-Learning culture of Circle K Vietnam to all your staff and also promoting teamwork to achieve store goals.
· Managing/ guiding subordinate in detail when needed while demonstrating consideration for proper procedures.
· Acting as a key brand ambassador for Circle K at all times and also as a key model for all team members.
· Coach your AMs to ensure their staff to follow up job assignment by conducting random checking and CCTV checking.
· Setting plan for building up your staff, especially for AMs/ SMs, creating and implementing consistent, ongoing, efficient, effective staff and manager trainings to both meet the company objectives and create bench strength for growth and change.
Sales Building
· Ensuring your staff following critical standards for general merchandise and food service items with high service speed, cleanliness and sanitation.
· Ensuring workplace (including cashier counter, Food Service counter, sales floor, sitting area, backroom, toilet, front yard) clean and tidy all the time.
· Developing and implementing promotional campaigns by coordinating with merchandising department and external vendors; monitoring presentation and execution.
· Ensuring 100% implementations of all promotion programs, guidelines, POG updating, price changing, new items listed at store within deadline
Continuously coaching staff on maintaining operational & Food Service procedure to exceed customer cleanliness, comfort & convenience expectations. Adjusting ordering amount of food material, controlling BM amount and maintaining high GP% is the key. Monitors controllable store expenses for improving profitability.
· Guiding your AMs to control ordering to ensure full stock but no over congested backroom based on schedule of ordering from DC and suppliers. Following and ensuring healthy stock of all strategic SKUs
· Guiding AMs how to visit competitors and review the pros and cons of competitors for updating competitors' activities, also, finding room to learn from them in terms of display, cleanliness, staff arrangement for better control
· Reducing operating costs by monitoring annual budget; scheduling expenditures; analyzing variances; determining profitable service.
Customer Engagement
· Attending to customers' needs as a primary focus.
· Referring difficult customer enquiries to a relevant Manager.
· Ensuring all of team members deliver best service to customers
Stock arrangement/ control
· Ensuring on shelf/ in backroom follow Operations guidelines.
· Maintaining healthy stock at store by conducting inspections to ensure moderate inventory levels, good merchandising condition; acceptable inventory variance from stock take and day-by-day random following-up
· Investigating on all reports related to inventory and have clarification sent to DO if needed
Store Operations
· Ensuring your Area Managers strictly follow all procedures listed in Operations Manual and consistently guide all stores to perform based on SOPs
· Setting up and maintaining cost and labor controls
· Responsible for store management supervision including but not limited to directing of management team, corrective counseling, and issuing management evaluations
· Identifying and resolving problems for items that affect any of the above objectives. Also, creates systems to identify or solve problems before they happen or to prevent them from reoccurring. Utilizes action plans when needed
· Creating, improving, or upgrading systems to better and more efficiently achieve goals and objectives. Also, developing methods to help build customer base and for company expansion.
· Working closely with other departments to get full cooperation for store Operations including Merchandise, IT, Site, Finance, HR and Marketing.