Longdan Ltd
Director of Retail Operations
London
Posted about 17 hours ago
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Retail Operations Management
- Lead and oversee the day-to-day operations of all retail stores.
- Ensure all stores operate in accordance with company policies, SOPs and operational standards.
- Monitor store performance and identify operational issues requiring immediate action.
- Establish and maintain consistent operating standards across all stores.
- Conduct regular store visits and operational reviews.
- Ensure stores maintain high standards of cleanliness, organization, safety and customer service.
- Develop and continuously improve operational procedures to increase efficiency and productivity.
Sales & Business Performance
- Take overall responsibility for retail operational performance and store productivity.
- Work with Sales/Commercial teams to achieve company sales and profitability targets.
- Monitor key retail KPIs including:
- Sales revenue
- Sales growth
- Gross margin
- Sales per square meter
- Customer traffic
- Average transaction value
- Stock availability
- Stock loss/shrinkage
- Labour cost
- Store operating expenses
- Analyze store performance and implement corrective action where targets are not achieved.
- Identify opportunities to improve sales, reduce costs and increase store profitability.
People & Leadership
- Lead, develop and manage the Retail Operations management team.
- Set clear objectives and KPIs for Area Managers, Store Managers and other operational leaders.
- Review management performance and identify high-potential employees for promotion and succession planning.
- Build a strong performance-driven culture across the retail network.
- Ensure effective manpower planning and staffing levels for each store.
- Work closely with HR on recruitment, training, performance management and employee development.
- Ensure Store Managers and Team Leaders receive appropriate operational training.
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SOP, Compliance & Risk Management
- Develop, implement and continuously improve Retail Operations SOPs.
- Ensure all stores comply with company policies, health & safety requirements and applicable laws/regulations.
- Establish regular operational audits and compliance checks.
- Ensure appropriate procedures are followed for cash handling, stock control, opening/closing, security and incident management.
- Work with HR, Compliance, Facilities and other departments to resolve operational risks.
- Ensure all stores maintain appropriate documentation and records for internal and external inspections.
Stock, Inventory & Loss Prevention
- Work closely with Purchasing, Warehouse and Supply Chain teams to maintain appropriate stock availability.
- Monitor stock discrepancies, wastage, damages and shrinkage.
- Develop and implement loss-prevention measures.
- Improve stock accuracy and inventory management across stores.
- Investigate significant stock losses and recommend corrective actions.
Customer Experience
- Establish and maintain company-wide customer service standards.
- Monitor customer complaints and service issues.
- Develop action plans to improve customer satisfaction.
- Ensure stores consistently deliver a professional and positive customer experience.
- Work with relevant departments to identify recurring customer issues and implement solutions.
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Store Expansion & Projects
- Support the company in planning and executing new store openings.
- Develop operational requirements for new stores, including manpower, equipment, SOPs and training.
- Work with Projects, Facilities, Purchasing and other departments to ensure stores are operationally ready before opening.
- Review the operational performance of newly opened stores and implement improvements where required.
Reporting & Management
- Prepare regular retail operations reports for the Managing Director / Board of Directors.
- Provide analysis of store performance, operational risks and improvement opportunities.
- Present recommendations and action plans to senior management.
- Establish appropriate dashboards and KPI reporting systems.
- Use operational data to support business decisions.
Continuous Improvement
- Identify opportunities to improve operational efficiency and reduce unnecessary costs.
- Review existing processes and implement best practices across the retail network.
- Introduce appropriate technology and systems to improve store operations.
- Lead operational improvement projects and measure their results.
- Benchmark operational standards against relevant retail industry practices.
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