Purpose of the Role

The Retail Operational Manager will be responsible for the overall success and profitability of company-owned retail stores. The role encompasses a blend of strategic leadership and hands-on operational management, with accountability for store performance, customer satisfaction, team development, brand compliance, and market growth. This includes involvement in the setup of new stores, staff training, and ensuring alignment with the broader business strategy.

Key Performance Areas (KPAs)

1. Brand Management & Marketing

• Define and implement brand strategies across all outlets.
• Support marketing initiatives both nationally and locally.
• Assist store teams with marketing compliance and local promotions.
• Leverage digital channels (social media, SEO, paid ads) to build visibility.
  KPIs: Brand awareness metrics, ROMI, CAC vs LTV, digital engagement rates.

2. Sales & Revenue Management

• Set and monitor sales targets per store.
• Analyze sales data to identify growth opportunities.
• Implement sales initiatives and coach teams for performance improvement.
• Collaborate with marketing to drive localized promotions.
  KPIs: Sales vs target, YoY growth, sales/m², conversion rate.

3. Operational Excellence

• Ensure all stores operate efficiently and according to SOPs.
• Conduct audits and identify areas for operational improvement.
• Oversee inventory and cash handling procedures.
  KPIs: Audit compliance, shrinkage rate, SOP adherence.

4. Customer Experience & Satisfaction

• Standardize and enforce customer service policies.
• Monitor feedback, resolve complaints, and improve engagement.
• Implement training for service excellence.
  KPIs: NPS, CSAT, resolution rate, customer retention.

5. Staff Management & Development

• Recruit, develop, and retain store managers and key staff.
• Conduct appraisals and facilitate growth plans.
• Promote a high-performance, collaborative culture.
  KPIs: Staff turnover, internal promotions, training completion.

6. Visual Merchandising & Brand Standards

• Ensure all stores adhere to visual standards and display guidelines.
• Oversee seasonal setups and product presentation.
• Train staff on merchandising practices.
  KPIs: Brand compliance, merchandising audit score, campaign rollout success.

7. Financial & Cost Management

• Prepare and manage budgets at store and regional level.
• Monitor expenses and profitability.
• Identify and implement cost-saving initiatives.
  KPIs: Profit margin per store, cost/m², budget variance, ROI on promotions.

8. Health, Safety & Risk Management

• Ensure compliance with legal, health, and safety standards.
• Conduct audits and train staff on protocols and emergency procedures.
• Manage incident reporting and corrective action plans.
  KPIs: Audit pass rate, number of incidents, time to resolve, safety training rate.

9. Strategic Planning & Store Growth

• Support expansion through feasibility studies, market analysis, and new store launches.
• Align regional operations with national business strategy.
• Oversee operational readiness of new stores.
  KPIs: Store opening success, market share growth, ROI on new stores.

Qualifications and Experience

Education

• Bachelor’s degree or diploma in Business Administration, Retail Management, Marketing, or a related field.

Experience

• Minimum of 6 years in a senior retail operations or multi-store management role.
• Prior experience in franchise management (as franchisee or franchisor) is advantageous.
• Experience in the FMCG or automotive retail sector is highly desirable.

Skills and Attributes

• Strong leadership and team development skills
• Excellent analytical and problem-solving abilities
• Financial acumen with budgeting and forecasting expertise
• Customer-focused mindset
• Proficient in digital tools, retail systems, and MS Office
• Ability to manage multiple locations and adapt in a dynamic environment
• Exceptional communication and organizational skills

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