Retail Operations Manager

Job Overview

The Retail Operations Manager is responsible for the overall performance and operational excellence of all YVIS retail stores. This role owns retail sales performance, store operations, people management, customer experience, visual execution, and new store openings.

Key Responsibilities

1. Retail Operations & Performance

• Oversee daily operations across all YVIS retail stores, ensuring smooth operations and consistent execution of company standards.
• Set and monitor sales targets, KPIs, manpower requirements, and operational budgets for each location.
• Monitor daily, weekly, and monthly store performance and identify opportunities to improve sales and productivity.
• Analyze performance by store, product category, campaign, and staff to identify trends and areas for improvement.
• Conduct regular store visits to evaluate sales performance, service quality, cleanliness, operational standards, and overall store condition.
• Develop, implement, and continuously improve retail SOPs, policies, and operating processes.
• Identify operational issues and root causes and implement corrective actions.
• Ensure stores operate efficiently while maintaining appropriate cost and manpower levels.

2. People & Customer Experience

• Lead, coach, and manage the retail team, including Retail Operation Associate, Senior Staff, and Sales Associates.
• Work closely with HR on manpower planning, recruitment, onboarding, scheduling, performance management, and employee development.
• Ensure each store has appropriate staffing levels based on traffic, sales performance, and business requirements.
• Establish clear performance expectations and KPIs for store teams.
• Conduct regular performance reviews, coaching, and development conversations.
• Develop incentive and recognition programs that support sales performance and employee engagement.
• Conduct and oversee training on product knowledge, customer service, selling techniques, and retail standards.
• Monitor customer feedback and complaints and implement improvements where recurring issues are identified.

3. Visual Merchandising & Store Presentation

• Collaborate closely with the Visual Merchandising team to ensure strong execution across all retail locations.
• Ensure store layouts, signage, displays, and product arrangements align with campaign direction and collection themes.
• Maintain consistent brand presentation across stores.
• Monitor product rotation and presentation to maximize product visibility and sales opportunities.
• Identify store presentation issues and coordinate corrective actions with VM, Creative, and store teams.

4. Commercial Performance & Cross-Functional Coordination

• Work closely with Merchandising & Planning to manage store assortment, stock allocation, replenishment, and product availability.
• Monitor fast-moving, slow-moving, and out-of-stock products and recommend appropriate actions.
• Collaborate with Marketing on retail campaigns, promotions, customer activities, and in-store activations.
• Coordinate with Warehouse to ensure timely stock replenishment, transfers, and inventory accuracy.
• Work with relevant teams to ensure stores are fully prepared for product launches and major campaigns.
• Identify high-performing stores, teams, products, and initiatives and replicate best practices across locations.
• Provide management with regular retail performance reports, insights, risks, and recommended actions.

5. Inventory & Operational Control

• Ensure appropriate inventory levels are maintained across all stores.
• Monitor inventory accuracy, stock discrepancies, shrinkage, and stock-count results.
• Ensure proper execution of stock receiving, transfers, returns, exchanges, and stock-count procedures.
• Work with Warehouse and Merchandising teams to resolve inventory issues and improve stock availability.
• Ensure stores comply with cash handling, POS, inventory, discount, and company control procedures.

6. New Store Openings & Expansion

• Lead the end-to-end operational planning and execution of new store openings, relocations, renovations, and retail expansion projects.
• Coordinate with Business Development on site requirements, lease timelines, mall requirements, and opening schedules.
• Work with Creative and Visual Merchandising teams to ensure store design and presentation reflect the YVIS brand identity.
• Coordinate contractors, vendors, fixtures, equipment, signage, systems, and operational requirements.
• Develop store-opening timelines and readiness checklists and ensure all responsible teams deliver according to schedule.
• Plan manpower requirements and oversee recruitment, onboarding, and training before store opening.
• Coordinate inventory allocation and ensure products, equipment, packaging, systems, and operational materials are ready before launch.

Qualifications

• Bachelor’s degree in Business Administration, Retail Management, Marketing, or related field.
• 5+ years of experience in retail operations, with experience managing multiple stores preferred.
• Experience in fashion, lifestyle, beauty, jewelry, or consumer retail is an advantage.
• Proven experience managing and developing retail teams.
• Strong commercial mindset with the ability to analyze sales and operational performance.
• Strong leadership, coaching, and problem-solving skills.
• Excellent organization and cross-functional coordination skills.
• Comfortable working with retail KPIs, budgets, and performance reports.
• Proficient in Microsoft Excel or Google Sheets.
• Able to travel regularly between stores.
• Flexible to support major launches, store openings, campaigns, and urgent retail situations when required.