Job Description: In-Store Operations Manager

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

Job Purpose

The In-Store Operations Manager plays a pivotal role in driving the smooth running of back-of-house operations, ensuring a seamless partnership with front-of-house teams. This role focuses on enhancing operational efficiency, and fostering clear, effective communication to support the store's overall performance. Key responsibilities include overseeing stock management, streamlining workflows, and ensuring compliance with administrative processes and health and safety procedures. By optimising daily operations, you will contribute to delivering an exceptional client experience and driving the store’s success.

Responsibilities

• Oversee and streamline operational processes to ensure seamless coordination between front and back-of-house teams, enhancing efficiency and teamwork in daily operations.
• Ensure all team members are fully informed of operational activities and promptly updated on any changes or processes. Be the go-to person in-store for all operations-based queries and provide ongoing support.
• Ensure optimal operational coverage of the store based on evolving business demands.
• Ensure timely and accurate reporting of standards to HQ on a monthly basis.
• Be responsible for the efficient administration of the digital time and absence management platform (EVO) in collaboration with the Store Director.
• Play a key role in ensuring effective operation of the in-store radio system and facilitating smooth communication between front and back-of-house teams.
• Manage and oversee refreshment and catering orders for client-facing activities in the store.
• Lead and develop the stock team, including stock controllers and runners. Demonstrate strong people leadership skills, conduct monthly team meetings, 1:1s, and provide feedback, support, and development.
• Oversee stock activities, ensuring proper handling, protection, and organisation of merchandise, including storage, preparation, and movement of goods to the shop floor.
• Ensure all returns, transfers, uniform orders, gifting, press/samples, tailoring, dry-cleaning, and returns processing comply with company guidelines.
• Oversee monthly cycle counts, negative stock reporting, and proactive inventory planning, ensuring all stock operations align with business objectives.
• Monitor KPIs for back-of-house operations (e.g., cycle counts, e-commerce speed of sending, refusal rates, outbound speed of sending) and collaborate with stock controllers to optimize performance.
• Oversee e-commerce activities, ensuring smooth integration and coordination of the stock team and e-commerce operations.
• Track VIC orders in collaboration with the front-of-house team, supporting the customer journey and ensuring service excellence.
• Monitor repair processes, ensuring efficient tracking, regular follow-ups, and strong collaboration with the stock and client advisor teams. Follow up weekly on outstanding repairs and take ownership to drive efficiency, enhancing the client experience.
• Manage and track exports with stock controllers.
• Oversee packaging and stationery inventory, ensuring stock levels are maintained with support from the stock team.
• Work closely with the Store Director to analyse, monitor, and manage the store's P&L, contributing to financial success.
• Oversee the functionality and operations of Xstore (POS system), ensuring its seamless integration with financial processes and maintaining accurate reporting.
• Conduct daily banking reconciliations, monitor petty cash flow, and manage monthly reporting to the finance team.
• Manage third-party supplier relationships and processes, such as tailors and couriers, and oversee related costs in collaboration with the Store Director.
• Monitor and report on financial activity through Xstore, ensuring timely and precise financial tracking.
• Serve as the main point of contact with IT for system issues or projects, assisting all team members in resolving challenges quickly.
• Conduct weekly health and safety checklists, including fire alarms and ladder checks, ensuring compliance with health and safety standards.
• Oversee new starter health and safety training and coordinate with the security team on training initiatives.
• Manage store maintenance, including upkeep, incident reporting, and monthly compliance updates in collaboration with head office teams.
• Coordinate cleaning schedules and ad-hoc maintenance needs with third-party suppliers, addressing any issues efficiently.
• Ensure that company guidelines are strictly adhered to in the event of theft, particularly in terms of communication and documentation.