Samsung - Senior Manager - Store Operations

Supporting the Director Flagship store, the Head of Operations role is a key leadership position and will be responsible for the entire store operations, from building itself to the team that service customers. They must work collaboratively with the Head of Marketing to achieve the overall strategy:

There are 5 key functions for this role:

- Lead and develop the overall people strategy for the premium store with the support of a staffing agency. The incumbent will be managing the recruitment, training, and on-going engagement of the full store team.

- Responsible for the service standards and overall consumer experience delivered at Showcase

- Drive the commercial delivery of sales targets and revenue

- Manage the full front and back of house operations with the support of 3rd party suppliers including, building maintenance, IT infra-structure, health & safety, utilities, cleaning etc.

- Supported by the GTM team innovate and refresh the space in line with Samsung's product launches

3. Key Responsibilities

Lead people strategy for the store:

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

- Set clear and measurable targets for staffing agency to deliver .

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

Deliver world class service standards and consumer experience:

- Create world class consumer experiences which bring Samsung products and services 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

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

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

- EO/PO management

4. Educational Qualifications, Experience & Skills

- 10+ years operations experience with achievement history in retail