Retail Operation Head

Lead people strategy for the store :

- Procure, select and build partnership with best-in-class staffing agency

- Create strategy, structure and people to deliver on the objectives

- Set clear and measurable targets for staffing agency to deliver

- Resource effectiveness and management strategy - efficiency development, optimising roster, future planning for peak season etc.

- Ensure comprehensive and on-going training programme in collaboration with all SIELs product division training teams

- Ensure full engagement programme is in place to reduce attrition

- Lead processes to monitor and measure performance of full store team e.g. mystery shop programme

Deliver world class service standards and consumer experience :

- Set service standard expectations and be a role model in delivering them

- to life in collaboration with product divisions and Connected/IOT teams

- Lead a seamless omni channel approach, building a service strategy for both the physical and virtual environments

- Oversee the operation of the store's support lounge - front, middle and back of house ensuring best-in-class software and hardware repairs for the consumer

- Use data analysis and insight (e.g. heat maps, influx rates, dwell time, pick-up rates) to constantly evolve and improve the consumer experience

- Bring inspiration, best practice and fresh thinking to the store team to push the boundaries and achieve global best practice

Drive commercial delivery :

- Build trading plans to deliver omni-channel sales

- Develop effective omni-channel sales incentive programmes to support growth targets

- Collaborate with marketing, finance and commercial teams to ensure all measures are in place

- Generate new strategies and ideas to help drive omni-channel sales growth e.g. new processes, new systems, new consumer propositions

- Monitor and manage all key metrics

Manage front and back of house operations :

- Develop and deliver all operational processes and procedures to ensure the smooth operational running of the store

- Record all store operations within the operational manual and keep up-dated monthly

- Design new operational processes as new consumer propositions arise e.g. click & collect, new experiences etc.

- Manage all 3rd party suppliers including regular communication, performance reviews, contract renewals etc.

- Lead all health & safety requirements with guidance from legal and facilities teams

- Manage relationship with landlord to ensure regular communication on site works, opening hours etc.

- Manage the full Showcase OPEX budget and operational processes including :

a. Contract management process (both internal and external)

b. SAP control (OPEX spend)

c. Legal

d. O Raising

c. EO/PO management

d. Procurement relationship

e. Escalation for risks/issues

- Create operational efficiencies and cost savings through labour optimization, vendor negotiations and ROI modelling

- Represent the store with all internal and external stakeholders and review all requests from the business demands on the retail environment

- Evaluate and identify all processes ensuring they are optimized and amended accordingly to insight and learnings gathered from the day to day operation

- Motivate, challenge, develop and mentor one direct report and any graduate placements to achieve incredible results

- Measure and report against objectives - weekly, monthly and quarterly and as required

Innovate and refresh the space :

- In conjunction with the Premium Retail GTM (Go To Market) team, deliver timelines and plans for all product launches that can be shared with Central GTM functions

- Produce plans for all GTM activity within the store and execute this plan alongside the in-store team e.g. staff uniforms, sales incentives etc.

- Along with GTM team responsible for the sign off of all furniture and POS requirements for GTM activities, drive operational efficiencies within our furniture procurement process and to manage our service partners to deliver high quality services ensuring the store furniture is optimized

- Responsible for all logistical and technical requirements for GTM installations

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