Retail Operations Manager

Retail Operations Manager - Saudi nationals onlyJob 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

1. Retail Operations ManagementOversee 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.2. Boutique Opening & Closing ControlMonitor 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.3. Facilities & Maintenance ManagementCoordinate 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.4. Customer Issue ResolutionSupport 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.5. Operational CoordinationCoordinate 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.6. Compliance & Operational ExcellenceConduct 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.7. Reporting & Continuous ImprovementPrepare 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 ExcellenceBoutique Operational Readiness (%)Boutique Opening ComplianceBoutique Closing ComplianceOperational Audit ScoreFacilities ManagementMaintenance Response TimeMaintenance Completion SLAPreventive Maintenance Completion RateCustomer ExperienceCustomer Complaint Resolution TimeOperational Complaint ReductionCustomer Issue Closure RateRetail OperationsBoutique UptimeOperational Incident ResolutionNew Boutique Opening ReadinessComplianceOperational Compliance ScoreKey Control ComplianceZero Critical Operational ViolationsAuthority & 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 LeadershipRetail Operations ManagementOperational PlanningProcess ImprovementDecision MakingTechnical CompetenciesFacilities ManagementMaintenance CoordinationOperational ComplianceRisk AssessmentBehavioural CompetenciesAccountabilityCommunicationRelationship ManagementAttention to DetailProblem SolvingCustomer FocusWorking Relationships:InternalCountry ManagerBrand ManagersWarehouse & LogisticsFinanceHRITExternalLandlordsMaintenance ContractorsSecurity ProvidersMall ManagementService ProvidersKey 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.