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Retail Operations Manager
Reference Code: 86361
Retail Operations Manager
Dubai, DU, AE
Permanent
The Maison Chloé was founded in 1952 by Gaby Aghion, an Egyptian-born Parisienne who wanted to liberate women’s bodies from the stiffly formal fashion of the time through a luxury ready-to-wear offering.
For almost 70 years, Chloé has been inspiring femininity by designing fashion collections and accessories, crafting stories and sharing experiences. Our founder’s forward-looking vision of femininity continues to inspire our long-term commitment to support the advancement of women.
Women moving forward. For a fairer future. This is our purpose guiding all we do. Today, our ultimate goal is to create beautiful products with meaningful impact for people and for the planet.
We take pride in receiving B Corp certification. As we mark this new stage, reinventing how we do business, we hope to inspire other organisations.
That’s why we are building teams who are committed to our mission. We want to share this approach within the company and with our community at large.
OVERVIEW
The Operations Manager – Retail ME supports the Chloe retail network under his/her responsibility in all aspects of the business, aims to deliver operational excellence and ultimately provides exceptional experiences for our internal and external clients.
KEY RESPONSIBILITIES
Key Responsibility 1:
Retail excellence/Retail performance
- Manage and is accountable for key operational KPIs (inventory and audit) and develop action plans to deliver excellence.
- Lead, assign and ensure achievement of retail objectives
- Visit boutique on a regular basis, ensuring and reinforcing Chloe/Richemont Policies & Procedures to ensure compliance within the specified region/BOH organization
- Consolidate business results/KPI achievement for the region on weekly/monthly/quarterly basis in line with business needs
- In line with the vision of the Maison, Retail Standards and Operations Strategy, develop yearly, quarterly and monthly action plans to achieve business objectives
- Manage the overall maintenance of the boutique environment to uphold the Maison’s standards and client expectations (including budget management, coordination with Richemont and follow up)
Key Responsibility 2:
Retail Projects
- Partner with the Middle East Retail Teams relating to localized and client-centric Art of Living initiatives
- Identify business opportunities to drive the Maison’s performance at regional level
- With the F&A Director, define and execute corporate initiatives including digital/omnichannel tools (Hero, paybylink, clientela V2 etc.).
- Be the Key User for corporate and retail projects in the Middle East markets
- Collaborate with the Store Planning and Business Development teams for strategic boutique projects (openings/relocations/closings), and lead the execution of key actions once defined
- Lead and implement pilot programs within the specified region to guarantee complete execution and quality feedback to the Retail Corporate Team
Key Responsibility 3:
Operations Support
- Lead the day to day boutique operations within the specified region; act as the 1st line of defense for boutique teams.
- With the Boutique Managers, ensure the boutiques have substantial operational support to meet customer traffic flows and operational demands, enhancing overall customer experience and store performance
- Act as the boutique liaison with Corporate Departments and Richemont Shared Services as needed.
- Act as Finance liaison in relation to regional vendor/invoicing management (PO/MIGO management) as well as any reports on boutique activity needed as per local regulations
- Propose and develop streamlined and cost-effective external vendor relationships.
- Consolidate and escalate new/recurring IT challenges; propose solutions to the Retail Corporate and Shared Service Teams as needed.
- Consolidate boutique materials needs and share request with appropriate partners (Ipad, uniforms, packaging, etc.)
- Support boutiques in CS follow up
- Manage the Back of House operations (including Stockroom and Repairs) and all related policies and processes such as deliveries (potentially overnight), transfers, inventory, etc.)
- Optimize operational processes in place as per market best practice and present to Brand Director and corporate teams
- In line with country/market requirements, adhere to Health and Safety regulations and processes
Key responsibility 4:
Team Management
- Support in all recruitment activities in line with the Maison guidelines and requirements
- Lead, drive and coach the boutique managers and teams
- Identity training needs of all boutique managers and teams in the region and propose development plans
PERSON SPECIFICATION:
- Minimum Bachelor’s Degree in a major relevant to the role
- Minimum 3 years experience in Retail Operations Role
- Prior boutique experience, ideally as a Store Manager/ Boutique Manager
- Strong organizational skills, leadership, coaching and influencing skills
- People management experience
- Ability to lead and manage projects
- Effective communication skills
- Team and Customer Centric
- High level of responsibility and accountability
- Experience in KSA market is preferred
- Arabic speakers are preferred due to the requirements of the role
