Store Operations Manager

Position

As a Store Operations Manager, you are leading Retail Performance & Operations support in your boutique. You report directly to the Boutique Manager and functionally to the Regional Retail Performance & Operations team. The Store Operations Teams report directly to you.

You oversee and maintain excellence in our operations while providing optimisation of existing and implementation of new processes. The ultimate objective is Client and Employee satisfaction.

You will lead your team on People Management and Development, Customer & Care Services, Digital Tools & Projects, POS & Cash Management, Boutique Maintenance, Stock Management and Process & Internal Control.

Job responsibilities

► People Management

oContribute to making Dior a great place to work and an employer of choice by recruiting, onboarding and engaging Retail Operations Teams in perfect alignment with the Boutique Manager.

oProvide training to all boutique operations teams on systems and procedures.

oTranslate the strategic business goals into concrete individual goals, monitor and assess staff performance against their goals regularly to make sure the progress is on the right track.

► Customer & Care Services

oDevelop a beyond client expectation culture

oBe a key referent to review all aftersales clients’ requests, boutique KPIs and follow up with administrative tasks

oOversee all Retail Performance & Operations projects (Local Market initiatives/ APAC initiatives) for your boutique

• Dior (In)Sight (Net Promoter Score)
• Care Services (after sales)
• Retail Excellence (Transfer Sell Through, Shrinkage Rate, Online Appointment…)
  
  

oEscalate client/boutique issues when urgent/complicated to ensure excellence in service

oOther adhoc policy & knowledge transfer for the boutique

► Digital Tools & Projects

oKey boutique owner of all Retail Performance & Operations project and tools

oSupport roll-out on all digital related projects for the boutique

oSupport the Market Operations Manager on management of IT equipment (mobile phones, laptops, iPads)

oSupport the Market Operations Manager on IT budget in line with IT requirements

► POS & Cash Management

oManage all aspects of POS/ Till Payments including distant selling process and guidelines

oVerify all transactions adhere to local market legal requirements and anti-money laundering standards.

oClear comprehension & management of all current POS practices, procedures, systems & applications

► Boutique Maintenance

oSupport the Market Operations Manager on all aspects of boutique on contracts, Vendors, orders, invoices within budget & respect of purchasing process in local market (In line with sustainability strategy if applicable)

OSupport The Market Operations Manager To Monitor And Review

• Service quality of external vendors and work on improvement plans
• Cost control and negotiate with vendors/contractors for better offers
• Terms & conditions of all contracts to meet company needs and legislation requirements
  
  

oSupport & follow up the maintenance requirements and budget for boutique

oSupport the Market Operations Manager in managing adhoc projects and ensure timeline are met.

• Boutique Opening & Closing
• Relocations and renovation
• External Storage Locations
• Support all events/pop ups and operation implantation Inc. Hardware/security/ cleaning and all BOH process
  
  

► Stock Management

oSupport the Market Operations Manager to manage inventory flows and events with a plan considering local market need. (Stock deliveries, transfers, and results/shrinkage rate of the annual inventory)

oSupport the Market Operations Manager to oversee the legal requirements for stock movement in the local market (CITES Certification, Imports, Exports)oSupport the Market Operations Manager to supervise supply needs for boutique (materials, tools, uniforms, and other things, etc.)

► Process & Internal Control

oLead and oversee daily administrative support for the boutique

oSupport the Market Operations Manager to assemble operational and financial data for business analysis.

oMake sure the Boutique is operating in accordance with the Dior guidelines, Regional Ops and local government policies / procedure:

• Compliance with health and safety policies
• Ensure efficient and effective management
• Perform other adhoc duties assigned by Boutique Manager
  
  

Profile

► Education & Professional Qualifications

• Diploma or university graduate in Business Administration or related discipline
  
  

► Work Experience

• At least 3-5 years of relevant working experience with at least 2-3 years at supervisory level in luxury retail industry
  
  

► Other Requirements

• Detail-minded
• Well-organized
• Numerical sensitive
• Self-motivated and proactive
• Good analytical, leadership and communication skills
• Able to work under pressure and meet tight deadlines
• Fluent in English, any additional language will be an advantage