Retail Operations Manager (South Region)

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OVERALL:
Oversee end-to-end operations across all Physical Presence sites and formats in Southern Vietnam, including Plazas, Centers, and Mini Centers in HCMC, Can Tho, An Giang, Dong Nai, Binh Duong, Tien Giang, and Kien Giang, ensuring operational excellence, service compliance, and exceptional customer experience across Registration, Ordering, Payment, and other service touchpoints.
KEY RESPONSIBILITIES:
1/ Physical Presence Operations Management
Lead the execution of annual operational plans to achieve service level agreements (SLAs), customer satisfaction, and business objectives.
Drive seamless execution of physical experience displays and customer activities in collaboration with Marketing and Experience teams.
Oversee daily floor operations, customer flow, and traffic management to ensure efficient service delivery.
Drive service innovation, process standardization, and continuous improvement across all Southern sites.
Ensure effective control and management of site assets, including cash, inventory, and fixed assets.
Manage operational budgets and expenses, optimizing costs while maintaining service quality.
Lead stakeholder and vendor management to ensure service quality and operational continuity across security, cleaning, repair, and maintenance services
2/ Operational Compliance & Risk Management
Ensure consistent compliance with company policies, SOPs, procedures, and regulatory requirements across all Southern sites.
Lead corrective and preventive actions to address compliance gaps and mitigate operational risks.
Act as the subject matter expert and company representative in internal and external audits, ensuring proper preparation and follow-up.
Identify operational insights and improvement opportunities, partnering with relevant stakeholders to develop effective solutions and strengthen operational processes
3/ Customers and Distributors Relationship Management & Service Excellence
Build strong relationships with Amway Business Owners (ABOs), proactively understanding their needs, gathering insights, and identifying opportunities to enhance services and experiences.
Strengthen ABO partnerships through continuous improvement of service approaches and ways of working.
Oversee ABO and customer complaint resolution, ensuring timely communication, effective solutions, and customer satisfaction.
4/ People & Team Management
Develop and optimize workforce plans and resource allocation in alignment with business priorities and operational needs.
Lead, coach, and develop direct reports and team members to drive performance, engagement, and talent growth.
Oversee day-to-day team operations, performance, and work prioritization to ensure effective execution of business objectives.
5/ Project-Based Responsibilities
Provide operational expertise and cross-functional support for strategic and critical business projects as assigned by management.