Operations Excellence Lead (Operations Training & Development)

Job Summary

Terry S.A. is looking for an Operations Excellence Lead to strengthen operational capabilities and service excellence across our retail stores.

Reporting to the Retail Operations and Partnerships Head, this role will lead the development and implementation of training programs, operational systems, and capability-building initiatives that improve store execution, customer experience, inventory management, and manpower productivity.

The role is ideal for an experienced retail operations and training leader who can translate business and operational needs into practical training programs and measurable improvements across multiple store locations.

Key Responsibilities

Manpower Development & Capability Building

• Design, facilitate, and implement comprehensive training programs for retail teams, with a strong focus on onboarding and developing short-tenured employees.
• Develop upskilling and leadership programs for tenured Store Supervisors and other retail leaders.
• Lead, coach, and evaluate Store Supervisors, Brand Ambassadors, Assistant Managers, and Sales Associates to strengthen capabilities and leadership readiness.
• Improve workforce productivity through continuous learning, performance metrics, and effective manpower scheduling.

Inventory & Operational Excellence

• Establish and reinforce store systems and Standard Operating Procedures (SOPs) that support effective inventory management, stock mix optimization, and loss prevention.
• Drive operational compliance, audit readiness, and consistent floor discipline across store locations.
• Identify operational gaps and implement practical solutions to improve store execution and efficiency.

Customer Experience & Sales

• Develop data-driven customer experience training programs that support sales conversion, basket building, and customer engagement.
• Monitor key performance indicators and analyze store performance to identify areas for improvement.
• Translate sales, inventory, manpower, and customer experience data into actionable training and operational initiatives.

Corporate Alignment & Compliance

• Ensure training programs and operational initiatives reflect Terry S.A.'s core values: Integrity, Passion, Respect, Creativity, Growth and Development, and Empowerment.
• Reinforce compliance with company policies, work schedules, attendance requirements, and job performance standards.
• Work closely with internal department heads and external training providers to support operational and capability-building initiatives.

Qualifications

• Bachelor's Degree in Business Administration, Commerce, or a related field.
• Minimum of 10 years of progressive leadership experience in retail operations, customer experience, training, or a related field.
• Proven experience in establishing store systems, improving inventory efficiency, optimizing manpower productivity, and implementing programs across multiple locations.
• Strong background in Customer Experience (CX) strategy and Net Promoter Score (NPS) management.
• Strong commercial acumen with the ability to translate sales, inventory, and manpower data into actionable programs.
• Demonstrated experience in succession planning, leadership development, and team performance management.
• Strong communication, facilitation, coaching, and stakeholder management skills.
• Highly organized, analytical, and results-oriented, with the ability to work across multiple retail locations.

Benefits & Perks

• Competitive compensation package commensurate with experience.
• Hybrid work arrangement, subject to business requirements.
• Flexible morning hours.
• Comprehensive HMO coverage upon regularization.
• Group Life Insurance upon hire.
• Paid leave credits: Vacation Leave, Sick Leave, Emergency Leave, and Bereavement Leave.
• Generous employee merchandise discounts across the Terry S.A. portfolio.
• Opportunities for professional growth and leadership development.