Operations Manager - Beauty
Role and Responsibilities
Drive Retail Sales performance
- Achieve Retail Sales target for the entire area
- Lead RMs to achieve their target: coach them on customer Experience, sales techniques and product knowledge to improve performance.
- Monitor commercial KPIs: in store traffic, conversion rate, UPT, AST, # of transactions per hour per FTE, and productivity
- Maximize individual Sales productivity : drive conversion rate and productivity (number of transaction per retail Artist per day)
- Set Retail Sales targets (Year/Quarter/Month/Week/Days) for each door in the area and follow daily results
- Work with Marketing, VM, Events, and Education to create and execute a door by door strategy to drive traffic, conversion and cater to the needs of the local consumer
- Ensure each RM creates and implements a calendar of weekly Retail Animations to drive traffic, conversion and motivate the team
- Deploy scheduling process. Control that store schedules and rosters are built in order to maximize Sales and productivity
- With retail Partners : Work in partnership to find opportunities to animate the store, participate in Partner lead events / initiatives, leverage Partner space or media opportunities
- With Mall Operators : Work in partnership to find opportunities to animate the store, participate in Mall lead events / initiatives, leverage Mall space or media opportunities
Deliver 5 Star Customer Experience
- Achieve the Customer Experience goals for the entire area
- Inspire, motivate and coach Retail Manager on all elements of 5 Star Customer Experience. Cultivate a superior Experience culture focusing on the customer as our #1 priority
- Ensures excellent customer Experience is being given at all times in all doors by spending time on the sales floor to observe and seek customer feedback.
- Hold each RM accountable for the quality of customer Experience in their store while maintaining zero tolerance of customer complaints
- Track results and follow up: Customer Complaint reports as strategic tools to drive performance
Manage the Team and Develop Talent
- Provide clear goals and expectations. Foster teamwork and team spirit.
- Conduct required performance reviews and regular team meetings.
- Devise a clear succession plan for each person on the team by leveraging their strengths.
- Foster teamwork and team spirit
- Collaborate with Education to identify training opportunities for the team
- Complete new hire orientations to ensure proper induction to the brand.
- Hold individuals accountable for their own achievements, performance
Qualifications and Education Requirements
- MBA
- Knowledge of computer applications such as Microsoft Outlook, Word, Excel and Power Point etc.
Preferred competencies & Skills
- Technical skills: Retail selling skills, Effective communication and makeup skills
- Other Skills: Customer orientation, learning proficiency, planning and organizing, team player, influencing, problem solving, Innovative, In touch with current trends, styles, colors and also the taste of the Indian market.
- Job related skills : Leadership, comfortable managing and supervising people, Team Coaching, Experience in Training, Public speaking, communication skills, Training and coaching new and existing employees
Preferred Industry
Beauty/ Retail /Apparels/Salon/Aviation/Hospitality
