Manager, Operational Excellence
2 days ago
Job objective
Ensures the delivery of exceptional guest experiences across every touch point of the Customer journey. This involves working with store team to deliver brand experiences, programmes and standards, share best practices and drive continuous improvement. The roles supports retail teams in identifying priorities for action and improvement opportunities. The Head of sales and operations holds teams accountable and actively follows up to ensure delivery of KPIs and completion of agreed actions and key improvement initiatives between sales and operational excellence
Job descripion
- To develop Channel Excellence guidance including Business As Usual in-store activities and new initiative sale campaigns
- To ensure effectiveness of store operation process that achieve both sale revenue and customer satisfaction target
- To analyse store performance based on Customer Experiences score and keep improving Channel Excellence quality with various tools, such as NPS and CSAT and retail SLA
- To Collaborate with wider team for execution as plan and share feedback to key stakeholders
- To Encourage proper store process in operations and service to enhance retail customer experience
Job qualification
- Bachelor's degree in Business or related field
- Minimum experience 5 years in business development, retail management or related field
- Thorough knowledge in retail operations, understand store process and discipline
- Must be creative, imaginative, energetic, and confident
- Well mature with good communication skills and ability to work as an individual and part of a team with a hands on approach
- Possess strong microsoft excel / MacOs proficiency
- Self discipline, reliable and able to work independently
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