The Senior Retail Operations Manager role involves overseeing and optimizing the performance of multiple retail clusters and stores against key performance indicators. The manager is responsible for translating retail strategy into actionable operational plans, leading and developing Cluster Leads, championing brand excellence, and ensuring overall operational efficiency and compliance across the regional network.
Main Accountabilities and Activities
Sales & Performance Management
- Monitor cluster and store performance against KPIs (revenue, conversion, basket size, ASP, MSI, shrinkage, etc.).
- Partner with merchandising and supply chain teams to ensure stock availability, allocation efficiency, and sell-through.
- Lead regional performance reviews, driving accountability and corrective actions.
Operational Leadership
- Manage and support Cluster Leads to ensure all stores meet revenue, profit, and operational standards.
- Translate retail strategy into actionable operational plans for each cluster.
- Ensure compliance with SOPs, retail standards, and brand presentation guidelines across regions.
People Leadership & Development
- Provide coaching, guidance, and performance management for Cluster Leads.
- Build leadership capability and succession pipelines across the retail field team.
- Support training, development, and engagement programs that drive frontline excellence.
Customer & Brand Excellence
- Champion our client Customer Experience framework across all regions.
- Partner with Visual Merchandising and Marketing teams to ensure consistent in-store brand presentation and activations.
- Drive initiatives to raise service, quality, and brand standards across the regional network.
Operational Efficiency
- Manage cost efficiency across clusters, including payroll, shrinkage, inventory accuracy, and operational expenses.
- Support new store openings, relocations, and refurbishments in collaboration with Property and Projects teams.
- Implement process improvements to enhance operational scalability and efficiency.
Cross-functional Collaboration
- Act as liaison between retail field operations and HQ functions (HR, Finance, Product, Marketing, Supply Chain).
- Support integration of ERP and digital tools to strengthen operational execution.
- Contribute to strategic projects including loyalty rollout, retention strategies, and new retail concepts.
Education, Know-How & Competencies
Know-How, Technical Skills and Experience:
- Bachelor’s degree in Business, Retail Management, Fashion Merchandising, or related field. MBA is an added advantage.
- 8+ years’ experience in multi-store retail management, with at least 3 years in a senior role overseeing multiple regions/clusters.
- Demonstrated success in driving sales growth, operational efficiency, and customer experience in fashion, lifestyle, or consumer retail.
- Strong commercial acumen, analytical skills, and people leadership capability.
- Experience in fast-paced, multi-country or regional retail environments.
