POSITION PURPOSE
The Retail Operations Manager plays a pivotal role in optimizing business efficiency, driving strategic growth, and ensuring operational excellence across the retail network. This involves leveraging data-driven insights for sales forecasting and performance analysis, developing and implementing robust Standard Operating Procedures (SOPs) aligned with global guidelines, and meticulously managing inventory to maximize availability and minimize waste. The role also encompasses leading successful new store openings, providing critical administrative and communication support, fostering key internal and external relationships, and spearheading continuous process improvements to achieve company objectives and enhance profitability.
MAIN RESPONSIBILITIES
Business Analysis & Sales Forecasting
- Collaborate with various cross-functional teams to identify necessary information and develop automated reports, ensuring data is readily accessible for informed decision-making.
- Work closely with the Retail Head and Retail Business Manager (RBM) to establish top-line growth targets, monthly store targets, and key performance indicators (KPIs) that drive the business toward company objectives.
- Develop and build comprehensive sales forecasts for future periods, considering new product launches and renovation programs.
- Conduct in-depth analysis and generate essential business reports, including, but not limited to: commission reports, store consumption reports, Retail operational expense reports, customer service reports, and detailed KPI performance analyses.
Retail Operations: SOP Development, Localization, and Implementation
- Ensure the effective application of global operational guidelines within the local retail business by leading the localization of Standard Operating Procedures (SOPs) and overseeing their comprehensive implementation across the Chinese market.
- Develop specific local SOPs for retail operations to ensure their efficient, consistent, and compliant execution in stores.
- Create comprehensive operational training content and organize training sessions for retail store teams, including essential onboarding programs for new staff.
- Drive the successful local implementation and rollout of all global operations projects, technologies, policies, and procedures developed by the Global Retail Team.
- Develop localized SOPs for each project, ensuring seamless integration with L'Oréal's corporate framework and collaborating closely with L'Oréal Luxe Retail Operations to guarantee full compliance with all relevant regulations and internal policies.
Inventory Management
- Collaborate with Product Marketing Manager and Demand Planner to forecast Finished Goods for the coming year, new product launches, and any product restage programs.
- Work closely with Supply Chain VMI to allocate stocks and manage replenishment for stores, ensuring optimal product availability and minimizing stock-out situations. In coordination with Supply Chain, support stores in managing current and out-of-stock levels to meet business needs.
- Oversee the organization of weekly cycle counts and global annually stocktakes across all retail stores. Collaborate with the Corporate Retail Management team to conduct thorough audit stocktakes and manage overall stock accuracy effectively
- Oversee retail consumption in stores, ensuring the team effectively manages write-off levels by balancing them with sales needs and minimizing waste.
- Responsible for the forecasting, purchasing, and allocation of PLVs, including local procurement for retail store needs, while meticulously controlling expenses and minimizing waste.
New Store Opening
- Responsible for developing the business case and sales projections for potential new store opening projects, collaborating with the Controller to complete the P&L calculation report.
- Organize and facilitate new store design brief meetings, consolidating insights from commercial and various supporting functions. Develop a professional and detailed store design brief that ensures the new store design aligns with its location, commercial environment, and target consumers.
- Collaborate with the Retail Training team to arrange welcoming onboarding programs for the new store team, and organize functional induction and operational training for all new retail staff.
- Lead the new store setup within both L'Oréal and Aesop systems, including stock allocation, procurement of store supplies, and other necessary resources, to ensure a proper and smooth store opening.
- Coordinate with relevant functions to develop the opening schedule and facilitate the successful handover of the new store in conjunction with Store Managers/RBMs.
Administrative Management & Vendor Relations
- Manage all landlord-related payments, including deposits, rental fees, management fees, utilities, and other associated charges.
- Provide essential administrative support to the store team, encompassing tasks such as contract stamping and retail team access management.
- Oversee vendor Purchase Order (PO) processing and general service management.
- Ensure all administrative tasks and new projects are completed accurately and punctually within specified timeframes.
Retail Communications & Support
- Serve as the central communication hub and key support liaison among the retail team, office team, and global team to ensure effective communication and the successful execution of all retail initiatives.
- Act as the primary commercial counterpart to lead the launch and implementation of all new processes and systems (e.g., Store Force, Cegid upgrades, Retail IT projects).
- Troubleshoot retail operational problems by collaborating with relevant divisions (e.g., IT, Finance) and provide timely, effective administrative support to the retail team, including resolving and escalating system-related inquiries or issues with appropriate parties.
- Provide regular on-the-ground support to gain deeper insights into business operations and challenges.
- Manage core retail operations, including expense control, incentive program coordination, and staff rostering.
Continuous Improvement
- Provide continuous analysis on retail performance as well as current processes and systems and their performance
- Strategic plan for sales improvement including Incentive plan
- Make relevant suggestions for improvement.
- Collaborate with the relevant parties to implement and spearhead any process improvements.
- Work on relevant projects as and when the need arises.
Qualifications and Experience
- Above Bachelor’s degree
- At least 10 years related experience in retail field
- Fluent in English both Verbal and Written
- People managing experience is must
- Strong analytic skills in understanding the business and provide relevant business insight
- Experience with retail scheduling and inventory systems as well as retail policies and processes
- Exceptional communication skills in building strong connection with different stakeholders
- Ability to proactively present and escalate ideas, suggestions and problems
- Hands-on, practical problem solving and ability to complete tasks within set timeframes
- Experience or strong mind-set for working in a dynamic and fast changing environment
- Experience with retail scheduling and inventory systems as well as retail policies and processes
- Strong MS office skill is a must