Retail Operations Manager

Retail Operations Manager

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Key Responsibilities

Retail Operations & SOP Management

• Ensure all stores operate in accordance with company policies, SOPs, operational guidelines, and brand standards.
• Develop, review, update, and implement SOPs to drive operational consistency and efficiency.
• Conduct regular store audits and operational assessments.
• Monitor compliance in customer service, visual merchandising, inventory management, cash handling, and loss prevention.
• Identify operational gaps and drive corrective action plans with store management teams.
• Analyze store performance and recommend operational improvements and best practices.
• Collaborate with cross-functional teams to ensure smooth retail operations and execution of business initiatives.

Store Training & Development

• Lead and execute retail training and development strategies across all store locations.
• Develop and deliver onboarding, product knowledge, customer service, sales, and operational training programs.
• Conduct regular in-store coaching sessions for Store Managers, Assistant Store Managers, and frontline staff.
• Identify training needs through store visits, performance reviews, and operational audits.
• Develop and maintain training materials, manuals, and learning tools.
• Monitor training effectiveness and implement follow-up development plans.
• Support new store openings, system implementations, and operational initiatives through training and coaching.
• Foster a culture of continuous learning, accountability, and retail excellence.

People Management & Leadership

• Lead, coach, and develop Store Managers and retail teams to achieve business objectives.
• Build a high-performance culture through effective performance management and succession planning.
• Provide ongoing feedback, mentoring, and career development support to team members.
• Partner with HR on talent acquisition, onboarding, employee engagement, and retention initiatives.
• Support workforce planning and organizational development across the retail network.
• Drive employee engagement and reinforce company culture and values.
• Ensure effective communication and alignment between Head Office and store teams.

Store Support & Field Leadership

• Spend approximately 70% of working time in stores across Hong Kong and Macau.
• Maintain close partnerships with Store Managers to drive operational excellence and business performance.
• Provide hands-on support during peak trading periods, store openings, and key business initiatives.
• Act as a key liaison between Head Office and stores to ensure effective execution of company strategies.
• Champion best practices and ensure consistency across all store locations.

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Requirements

• Bachelor's degree in Business Administration, Retail Management, or related disciplines preferred.
• Minimum 8 years of retail experience, preferably within sportswear, outdoor, fashion, lifestyle, or premium retail brands.
• Minimum 3years of managerial experience with direct people management responsibilities.
• Proven experience managing multiple retail stores and geographically dispersed teams.
• Strong experience in retail training, coaching, and talent development.
• Solid knowledge of retail operations, SOP implementation, compliance, and store performance management.
• Demonstrated leadership experience with the ability to motivate, influence, and develop teams.
• Strong analytical, problem-solving, organizational, and project management skills.
• Excellent communication, presentation, and interpersonal skills.
• Proficient in Microsoft Office applications.
• Fluent in Cantonese and English; Mandarin is an advantage.
• Willingness to travel frequently between Hong Kong and Macau.