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Аn Italian luxury brand Bulgari known for its jewellery, watches and fragrances is seeking a Retail Operations Manager.
Mission:
Improve retail performances in the like for like perimeter ensuring the retail performance guideline application and KPIs measuring to improve store productivity.
Responsible to maintain focus on consistency and excellence in all boutique operations, applying Central Guidelines, providing prompt and accurate operational and administrative support to the local Retail Network
Functions and Responsibilities:
• Consistently strive to improve store operational efficiency, through improved processes, tools and programs with focus on optimization, liaising with relevant
support functions (IT, F&A, Marketing, Security, Sales, Training, Logistics, HR, etc.).
• Provide Central Retail Operations with recommendation on process gaps/ bottleneck to target, in order to solve store challenges
• Partner with Central Retail Operations in the local adaptation, implementation and execution of retail in store projects/new initiatives/operations guidelines (e.g. Bulgari Store Essential Book)
• Visit the stores on a regular basis:
‒ to monitor boutique needs (process/tool/info) and revert to the relevant functions, optimize teamwork and problem-solving
‒ to track and monitor challenges/ success stories to mitigate recurring store issues and sharing best practices,
‒ to coach sales team to resolve store operational issues and implement improvements and specific actions plans
‒ to ensure all operation procedures are properly established and implemented
• Support the introduction of new tools /technology/process in the store (ie SM Dashboard, App in stores,..), coordinating, boosting adoption and in store
engagement, monitoring and collecting users’ feedback and partnering with all involved actors (e.g. Central Retail Operations, Local IT, Sales Trainers
• Analyze qualitative/quantitative feedback and report on store success and challenges (KPI’s, sales, discounts, MS, incentives)
• Act as liaison between Store Managers and local/central departments ensuring smooth communication (newsletter, follow-up)
• Support the Local Retail structure in the network development
• Provide support in the store openings and renovations projects, managing operational activities with relevant departments & external consultants / partners
• Maintain informational and working relationships with the adequate local authorities, organizations and landlords
• Control costs through management of suppliers, contracts, budget, bid negotiations and careful review of all aspects of the store cost
• Monitor operations effectiveness and efficiency in all back office processes and stock management, ensuring the compliance with company guidelines and
procedures, respect of health & safety, security, facilities and legal operations
• Participating in optimization of operational processes, including inventories’ procedure
• Support the Local Retail structure in analysis and reporting in liaison with the Business Analyst and other local relevant departments
• Commercial enhancement:
— Monitor store KPIs providing reports to Country Managing Directors and suggestions for improvements
-Liaise with local organization to define actions plans following mystery shopping results
-Ensuring that the KPI’s are useful to lead the store productivity and improve KPI’s & KPIs follow up
— Propose & roll out best practiced management among the different commercial companies, lead and coordinate activities related to the competitors retail experience
• Liaise with CRM & digital department on the definition and implementation of plans at store level.
• Omni-channel to ensure smooth interfacing e-com/DOS
•Assess with the support of Business Analyst each store performance and implement adequate solutions aiming to improving its performance
•Support the Sales Trainer and/ or other departments in organizational matters related to the arrangement of training sessions for retail team
• Coordination with Trade marketing & PR, upon request, to implement in store marketing activities
• Liaise with VM Manager to ensure that Store Managers/DOS maintain constant focus on visual merchandising and maintenance.
Skills
• Knowledge of point of sales and retail industry
• Knowledge of the Retail POS system
• Knowledge of store process, procedure and guideline
• Knowledge of the competition
• At least 3-5 years of similar experience or as a Store manager.
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