OPERATIONS MANAGER

Job Summary

The Operations Manager ensures smooth and efficient store operations while delivering excellent customer experiences. This role oversees store teams, logistics, inventory, and service quality. The position plays a central role in achieving the 2026 strategic pillars—digitization, operational efficiency, improved supply chain reliability, and customer loyalty expansion.

Detailed Job Description

Responsible for the day-to-day management of operations, including store teams, warehouse coordination, delivery operations, merchandising, and cashiering. The Operations Manager leads modernization efforts, implements consistent standards, and ensures alignment across departments to achieve operational KPIs, customer satisfaction, and sales growth.

Key Responsibilities

• Lead store operations to meet daily sales goals, customer satisfaction targets, and operational performance standards.
• Drive digitization of POS, inventory management, and sales reporting systems.
• Oversee inventory accuracy, warehouse movement, and delivery performance.
• Ensure merchandising and store readiness meet corporate standards.
• Manage manpower scheduling, staff coaching, performance monitoring, and productivity.
• Collaborate with Purchasing, Marketing, IT, and HR to support strategic projects.
• Resolve customer concerns escalated from store teams.
• Enforce SOPs, safety protocols, and compliance requirements.

Qualifications

• Bachelor’s degree in Business, Management, or related fields.
• 5+ years supervisory/management experience in retail or supermarket operations.
• Solid understanding of store operations, logistics, and customer service.

Technical Competencies

• Retail Operations Management
• Inventory Control
• Leadership & Team Development
• Problem Solving
• Data Interpretation
• Store Systems Literacy (POS, inventory software)

Behavioral Competencies

• Communication
• Accountability
• Decision-Making
• Customer Orientation
• Collaboration

Behavioral Expectations

·        Service Oriented

·        Teamwork

·        Operational Excellence

·        Resourcefulness

·        Ethical Excellence

Tools/Systems Used

POS systems, inventory management systems, logistics scheduling software, KPI dashboards.

Working Conditions

Primarily store-based; includes warehouse and delivery area supervision.

Performance Standards

Ensures consistent store execution, meets KPI targets, and maintains a customer-first culture.