Retail Operations Manager

The Operations Manager is responsible for managing the day-to-day commercial operations of ECCO retail and achieving sales targets. Review retail Key Performance Index and identify opportunities and performance gaps to improve sales and service. Collaborate with other functions to execute retail initiatives and action plans. Provide timely support to all stores. Conduct weekly business reviews and share market information with management along with action plans to maximize sales and profit. Build and nurture relationships with landlords and other business partners. Identify locations for store network expansion and ensure profitability and premium brand positioning.

**Retail Sales Development**
- Ensure a high level of customer service and operations efficiency
- Set sales target and ensure all POS reach the target.
- Compile and analyse sales results, retail Key Performance Index and competitor’s activities on a regular basis.
- Identify opportunities and propose action plans to ensure ECCO’s competitiveness.
- Collaborate with cross-functional teams to provide timely support to all POS.
- Work closely with Merchandising team to ensure an appropriate stock level and timely replenishment to optimize all SKUs.
- Ensure all POS are in compliance with ECCO standards of operations and the landlord’s policies and procedure.
- Reinforce ECCO premium brand image through store VM, staff grooming, and service and operations skills.

**Store Operation**
- Enhance ECCO brand image through store VM (working closely with VM & Marketing), sales team grooming, and store up-keep (assist in the VM of the store if required).
- Implement SOP for ECCO stores/department stores and enforce strict SOP adherence.
- Participate in sales team recruitment and selection.
- Participate in stock-take at the ECCO concepts and departmental stores.
- Handle customers’ complaints, returns, and after-sales service escalated from stores.
- Responsible for day-to-day operations of stores.
- Optimize duty rosters to ensure full floor coverage, maximizing sales and saving expenses.
- Regular interdepartmental liaising with human resources, marketing, logistics, information technology, customer service, and finance departments to ensure business efficiencies.

**People Development**
- Ensure sales team follows ECCO service standards and store operational practices (SOPs).
- Motivate, evaluate, and retain a dynamic sales team and build team spirit.
- Improve sales team productivity and ensure team development through regular coaching and store visits
- VM, sales techniques, and customer service.
- Partner with Training Manager to ensure that products and practical skills training sessions are conducted regularly.
- Monitor staff performance, develop sales team, and conduct APR.
- Ensure effective manpower coverage for all stores and submission of staff OT hours.
- Propose and work closely with Retail Director on manpower allocation by store.
- Initiate and execute incentive programs and monitor ROI.
- Ensure the sales team is well informed about promotional initiatives and execute these initiatives.
- Investigate and provide solutions for operational challenges.

**Sales Team Management**
- Ensure sales team follows ECCO service standards and store SOPs are always executed on the sales floor.
- Lead, motivate, and manage sales team.
- Motivate, evaluate, and retain dynamic sales team and build team spirit.
- Improve sales team productivity and ensure sales team development through regular coaching and stores visits.
- Ensure accurate and consistent communication to staff on VM, sales techniques, and customer service.
- Co-operate with Trainer to ensure that products and practical skills training sessions are conducted with new sales team and all trainings are up to date with sales team.
- Monitor staff performance and conduct twice yearly appraisals.
- Ensure effective manpower coverage for all stores and submission of staff OT hours.
- Propose and work closely with SROM on manpower allocation by stores.
- Initiate and execute incentive program.
- Ensure sales team is well informed about promotional initiatives and execute these initiatives.
- Promote teamwork and develop a strong relationship with all sales promoters.
- Investigate and provide a solution for operational challenges.

**Others**
- Work closely with landlords and maintain a good relationship.
- Take charge/participate in the roadshow and other marketing activities to promote brand.
- Continuously explore retail expansion opportunities and ensure ECCO is present in commercially sensible locations.
- Be the ultimate Brand Ambassador, obtain extensive knowledge about the brand and its offering, and properly represent the brand both internally and externally.

**Requirements**:

- At least 5 years of relevant working experience
- Knowledge/experience within retail and/or fashion industry
- Able to travel frequently in the region Strong communication and negotiation skills

**CR