CHIEF OPERATING OFFICER (COO)

The Chief Operating Officer is responsible for managing all hands-on operational aspects of the company and assists the CEO in the aggressive and successful growth of the business.

SUMMARY:

Functioning as a member of the senior management team, responsible for instituting systems that provide effective internal management. Has direct responsibility for managing and providing strategic leadership and oversight to assigned departments (Sales - Online & Offline, Operations, Business Development, Planning, Customer Service) and participates in the general management of the company in close support of the CEO.

The accountability of this position is to drive sales, growth & customer satisfaction while maintaining a reasonable cost structure and focus on overall profitability.

Key Result Areas

Strategic and Business Planning

1. Co-create and execute strategy for the overall business, keeping in mind the core tenets and values of the company

2. Will hold complete responsibility for

- Sales Targets

- Store Profitability

- Customer satisfaction metrics

- New Business Development goals

3. Participates with CEO and other leadership team members in setting policies and determining strategies to meet or exceed revenue, profit, and cash flow commitments to the company.

4. Analyses current and future trends and needs and accurately assesses functional responsibilities competitive strengths and vulnerabilities.

5. Identifies opportunities for new value creation.

Leadership

1. Upholds, safeguards and promotes the organization's values and philosophy relating particularly to ethics, integrity, etc., as referenced in organizational values and philosophy standards.

2. Builds and maintains a team structure, operating standards and practices that are responsive and adaptable to evolving business needs.

3. Develops and implements a talent plan to ensure the right people are in the right place at the right time to meet the strategic needs of the organization.

Business

1. Ensures effective functioning of Sales, Operations, Customer Experience & Planning function.

2. Ensures continuous improvement of customer satisfaction through programs to reduce deviations, provide for on-time delivery, and meet customer quality and cost expectations.

3. Own Key metrics like :

- Gross margin

- Business Growth

- Profitability

- Customer Experience & Satisfaction

Operational Systems

1. Participates in formulating and administering company policies and is the lead in their enforcement.

2. Direct the functions of budgeting, accounting, reporting, financial counselling of leadership team to appraise operating results in terms of costs, budget, operating policies, trends and increased profit opportunities.

3. Analyse revenue, profit and cash flow opportunities for the business and recommend actions

Critical Success Factors

Entrepreneurship

1. Ability to build a culture of people who take action and are willing to go to lengths to fulfil their responsibilities.

2. Ability to see all of the forces, events, entities, and people that are affecting (or being affected by) the situation at hand, and establish a course of action.

3. A penchant for being proactive and a - sensible risk taker- with an intelligent point of view.

4. Ability to anticipate the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.

Talent Advocate

1. Ability to attract, develop, and retain talented individuals; create a learning environment that ensures staff realize their highest potential - allowing the organization as a whole to meet future challenges.

2. Ability to hold staff rigorously accountable for achieving their objectives.

3. Ability to move people from compliance to commitment.

Mobilizer

1. Ability to design and deliver an agile organizational structure that enables the movement of people and resources quickly to capture new market opportunities.

2. Ability to marshal the internal (perhaps external) resources and people necessary to make an opportunity a reality.

3. Ability to demonstrate a high level of integrity, strong interpersonal skills, the ability to build consensus, and put a strong emphasis on responsibility and accountability.

4. Ability to anticipate and plan for changes to current organizational policies, practices, systems, etc. needed to move in new strategic directions and to ensure long-term business viability.

Position Qualifications

Minimum Education & Experience

- Master's degree in business; plus ten years of full-time experience leading a diverse group of support functions for a medium size organization.

- Previous experience in the role of COO/Business Head is required. Prior Retail experience in apparel especially experience in managing and scaling up sales & operations.

Other Skills/Knowledge/Experience

- Must have strong business knowledge and experience with the ability to provide reports and analysis of financial position and forecasts, develop and implement strategic plans within context of the larger picture.

- Skill in planning, organizing, directing and coordinating a wide variety of activities; developing implementing and communicating policies and procedures; implementing fiscal management policies; analysing data, making sound recommendations and adopting effective causes of action; working persuasively and tactfully with supervisors and line staff; supervision of specialized professional staff; communicating effectively both in oral and written form.

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