Head - Retail Operations

Position Title : Head of Retail Operations

Base Location : Riyadh, Kingdom of Saudi Arabia

Position Objective :

- You are responsible for maximizing the Sales and Profitability of the Concept by providing effective leadership, support and advice to the territory heads and Concept Managers and other members of the operational team.

- You are essentially responsible for the commercial development of the business, through the implementation and maintenance of professional retail standards across all the regions in KSA.

Main Job Responsibilities :

- Responsible for the Sales turnover, P&L, and overall performance of the territory.

- Responsible for staff management and development.

- Responsible for merchandise management and display standards across all stores.

- To ensure good customer service standards are delivered in all stores.

- To ensure Loss Prevention and Profit Control is adhered to.

- Responsible for Planning for events and promotions, within the trading year, in line with Concept and Territory requirements and specifics.

- Management of warehousing and logistics relating to Home Centre.

Key Responsibilities :

Sales & Profitability :

- Assist Territory Heads and Concept Managers with the analysis of the strengths and weaknesses per store, utilizing the financial profit and loss reports and provide corrective action plans.

- Manage controllable operating costs within budgetary guidelines.

- Optimize Sales potential through the effective use of available commercial information.

- Monitor sales and communicate regional results for motivational and comparative purposes.

- Identify internal and external commercial opportunities within each region.

- Guide Concept Managers to maximize productivity in stores through effective deployment of staff.

- Ensure effective store layouts with regard to sales versus space contributions.

- Ensure return on capital employed through effective customer service orientation.

Retail & Operational Standards :

- Formulate and implement store Strategies

- Ensure that all stores provide service levels which exceed customers expectations.

- Implement, track and improve scores from Mystery Shopping. Scores to be linked to the KPI's of the Concept Managers, Assistant Concept Managers, Area Managers, Showroom Managers and should be seen as a measure of training.

- Retail Audits being actioned monthly. Ensure stores are compliant with the B.O.E; audit.

- Ensure concept managers are aware of and they implement health and safety regulations.

- Ensure showrooms action daily floor walks and all actions are followed up on, including maintenance issues.

- Stores MUST all be in line with the current VM Guidelines and KMPs

- Manage all Corporate Sales, efficiently and profitability and with timely payment schedules

- Concept Managers to update KDRs for each showroom, monthly and should be analysed as a measure of productivity.

Communication :

- Communicate all relevant information to Concept Managers to ensure that they have a thorough understanding of the operations, and of their responsibilities.

- Ensure Concept Managers are fully aware of their performance levels in relation to the company's expectations.

- Ensure Concept Managers conduct weekly/monthly communication meetings with their teams.

Stock Management :

- Monitor store inventory in consultation with the Territory Heads and Concept Managers.

- Harmonize all prices and price revisions, thus ensuring, we sell at the same price across KSA. Likewise for sale discounts. Ensuring all PRs are first sent to the Concept Office for approval. Once approved, to be auctioned immediately.

- To monitor the sell through of PR products

- Promote a proactive relationship between Concept Managers and the Buyers/Planning Manager, there by maximizing sales.

- Provide support to Concept Managers with their territory stock queries/ needs via communication with Buyers.

- Monitor and action, slow-moving and dated stock in consultation with the Concept Managers to ensure that stock is kept in line with the ageing % agreed with Concept.

- Ensure stock security measures are effectively managed by Concept Managers.

- Ensure meaningful product feedback, which will have a commercial impact on the business and drive sales.

- Assist in the rolling out of product and layout planning across KSA. This includes events and seasonal activities, such as Ramadan.

Leadership and Management :

- Manage time appropriate to the needs of the business.

- Attend and contribute to Head Office, Management meetings as required.

- Participate and lead in special projects as requested by Concept Director / Head of Business.

Store Design & Project Management :

- Provide guidance to the Territory Architect during the design and implementation process.

- Conduct regular Project update meetings with the Territory Architect and the Concept team.

- Provide guidance and support to the territory during the set-up and merchandising phase.

- Ability to adjust Dept fitments based on current trading in individual showrooms.

- Manage and roll-out new stores and the refit programme in line with Concept Guidelines and Project Management Norms and Standards.

People Management & Development :

- Recruit and train, Concept, Assistant Concept and Showroom Managers. Raise the bar for all team leaders, including the development of Saudi staff in Senior roles.

- Recruit and retain 35% of Saudi staff. Implement training programes in Arabic to ensure high level of productivity among the local talent.

- Drive the Concept Graduate Trainee Program in KSA, in conjunction with Concept allowing a succession plan to be formulated in conjunction with the Territory HR Manager.

- Retain and engage the talent employed and build a collaborative and high performance team through the roll out of training programes. Ensure all training is documented and 2011-2012 deliverables are met in line with Concept training objectives

- Ensure objective periodic administration of the performance appraisal process followed by monitoring of feedback implementation for the team.

- Ensure technical and behavioral proficiency of staff through appropriate L& D initiatives, ensuring follow up on customer service training needs, monitoring - Performance Management,- of staff by Concept Managers.

- Assess Training and Development needs of Concept Managers and the Concept team and provide programs through the use of consultants, Regional Training Managers and Concept Training Department.

Deliver :

Perspective Key Result Area (KRA) Measure :

- Financial Retail Business Performance

- Sales Revenue & Profitability of the Concept

- Sales per Department. Sales per Region

- Gross Margin per Department, Gross Margin of Territory

- % Mark Down

- Retail Productivity Sales per square foot

- Average sales per Customer

- Budget Utilization % variance from the budgetary allocations

- Promotions Effectiveness (Tactical) % achievement against targeted revenues from events and promotions

- Reduce store operating costs % reduction in the operating costs

- Optimize Inventory process Inventory levels as against target

- Adherence to Stock management principles

- Customer Retail Standards Customer Feedback on Concept Design (Look and Feel of the stores)

- Customer Service Percentage reduction in the number of customer complaints

- Adherence to SOPs (Internal to the organization) % deviations from the defined SOPs (Audit score/Mystery shopping, BOE Audit)

- Current Processes (Internal) Project Management Timely completion of Retail Projects / Site Development

Supply Chain Management :

- Average Number of Stock Outs in the showroom vs. Warehouse

- Retention of key talent (high potentials, high performers, key position holders)

- % decrease in attrition in the department

- "Build" for Future" (Capability) Training Number of training hours per employee