Retail Operations Manager

Retail Operations Manager - Saudi nationals only

Job Purpose:

To oversee and coordinate all retail operational activities across boutiques, ensuring business continuity, operational readiness, facility management, maintenance coordination, customer issue resolution, and compliance with operational standards. The Retail Operations Manager acts as the operational owner of boutique infrastructure and support services while coordinating operational matters through Brand Managers to ensure effective governance and avoid conflicts within boutique teams.

Key Responsibilities:

Retail Operations Management

• Oversee daily operational readiness across all boutiques.
• Ensure boutiques are fully operational before opening and properly secured after closing.
• Conduct regular operational inspections across all retail locations.
• Monitor compliance with operational standards and company procedures.
• Identify operational risks and implement corrective actions.

Boutique Opening & Closing Control

• Monitor boutique opening and closing procedures.
• Ensure all boutiques operate according to approved schedules.
• Maintain secure control of master boutique keys and access records.
• Coordinate emergency access when required.
• Ensure all security procedures relating to boutique access are followed.

Facilities & Maintenance Management

• Coordinate preventive and corrective maintenance activities.
• Follow up on maintenance requests until completion.
• Coordinate with contractors, landlords, and service providers.
• Ensure all boutique facilities remain operational and compliant.
• Monitor maintenance KPIs and service quality.

Customer Issue Resolution

• Support Brand Managers in resolving escalated customer issues.
• Coordinate operational actions required to resolve customer concerns.
• Ensure customer complaints requiring operational intervention are resolved promptly.
• Analyze recurring operational issues affecting customer experience.
• Recommend operational improvements to reduce customer complaints.

Operational Coordination

• Coordinate operational activities across all boutiques.
• Act as the primary operational liaison between Retail Operations and support departments.
• Coordinate with Logistics, Warehouse, IT, Finance, Government Relations, HR, and external service providers.
• Ensure operational requests are completed within agreed service levels.
• All boutique operational communications shall be coordinated through the respective Brand Manager to maintain clear governance and avoid operational conflicts with boutique teams.

Compliance & Operational Excellence

• Conduct operational compliance audits.
• Monitor implementation of company operational procedures.
• Ensure boutique operational documentation is properly maintained.
• Identify process improvement opportunities.
• Support implementation of operational excellence initiatives.

Reporting & Continuous Improvement

• Prepare weekly and monthly operational reports.
• Monitor operational KPIs and service performance.
• Track maintenance trends and operational incidents.
• Recommend process improvements to enhance retail operations.
• Support retail expansion projects and new boutique openings.

Key Performance Indicators (KPIs)

Operational Excellence

• Boutique Operational Readiness (%)
• Boutique Opening Compliance
• Boutique Closing Compliance
• Operational Audit Score

Facilities Management

• Maintenance Response Time
• Maintenance Completion SLA
• Preventive Maintenance Completion Rate

Customer Experience

• Customer Complaint Resolution Time
• Operational Complaint Reduction
• Customer Issue Closure Rate

Retail Operations

• Boutique Uptime
• Operational Incident Resolution
• New Boutique Opening Readiness

Compliance

• Operational Compliance Score
• Key Control Compliance
• Zero Critical Operational Violations

Authority & Decision Making:

• Coordinate operational activities across all boutiques.
• Prioritize operational support requests.
• Coordinate maintenance and facility service providers.
• Conduct operational inspections and audits.
• Recommend operational improvements.
• Escalate strategic operational matters to senior management.
• No authority over boutique employees’ performance management, sales targets, or commercial decisions.

Qualifications & Experience:

• Bachelor’s degree in business administration, Operations Management, Supply Chain, Engineering, or related field.
• Minimum 5 years of experience in retail operations or multi-site operations management.
• Experience within luxury retail or premium retail environments is preferred.
• Strong knowledge of facilities management, maintenance coordination, and retail operations.
• Excellent problem-solving and organizational skills.
• Fluent in English and Arabic.

Competencies:

Operational Leadership

• Retail Operations Management
• Operational Planning
• Process Improvement
• Decision Making

Technical Competencies

• Facilities Management
• Maintenance Coordination
• Operational Compliance
• Risk Assessment

Behavioural Competencies

• Accountability
• Communication
• Relationship Management
• Attention to Detail
• Problem Solving
• Customer Focus

Working Relationships:

Internal

• Country Manager
• Brand Managers
• Warehouse & Logistics
• Finance
• HR
• IT

External

• Landlords
• Maintenance Contractors
• Security Providers
• Mall Management
• Service Providers

Key Challenges:

• Maintaining operational consistency across multiple boutique locations.
• Coordinating operational activities without disrupting boutique commercial performance.
• Ensuring rapid response to maintenance and operational incidents.
• Supporting business growth while maintaining operational excellence.
• Protecting boutique infrastructure and ensuring business continuity.