The Operations Manager will report and operate under the direction of the Sales Manager, General Manager and CEO with the following tasks and responsibilities:
- Competitive shopping and market analysis.
- Understanding of retail pricing ladders and cost implications.
- Monitoring the stock quality and escalating discrepancies to buyers and management.
- Running and analysing reports on regular basis.
- Communicating and coordinating with the Operations team and Buyers.
- Assisting the Buying Team in planning promotional activities.
- Visit stores regularly and build a trust relationship with the Operators, and Ops Team.
- Controlling and giving direction to the Operations department.
- Ensure all processes and operational aspects are implemented and followed in order to achieve sales and operational targets performance by store, department, category, and item; and take steps to achieve budgeted sales.
- Monitors and attend to effective and efficient space utilisation for effective sales, including, but not limited to, space being allocated and planned in accordance to turnover contribution.
- To be aware of competitors marketing /merchandising processes and practices. Check daily with store responsible on the reports that they need to pull and follow up on any issues.
- Analyse weekly foot count reports per store. Analyse and report on same, with reasons and recommendations.
- Analyse against previous year and month
- Verify if there were/are promotions during these periods.
- Recommend ways to increase foot count.
- Factors that affected foot count.
- Analyse and report on the monthly ranking report by /department and by store – Monthly. Including reasons and recommendations.
- Department increase and decrease of sales (value and percentage)
- Change in position ranking compared to previous month.
- Suggested reasons why there is a change in ranking.
- Recommendations on how to increase sales on top ranking departments as well as recommendations and suggestions on how to improve the bottom ranking departments.
- Seasonal sales affecting ranking of departments.
- Promotional sales affecting ranking of departments.
- Weekly/monthly Analyse and report on why the KVI is dropping in sales and recommend solutions.
- View Kvi listing to check stock availability and levels.
- Run a comparison between different periods to monitor sales levels.
- Run a comparison between competitor store (eg. 002 vs 005) to monitor the sales levels and differences.
- Discuss and action changes to maximise sales.
- Manage Tester and counter supply stock levels at stores to ensure that there are no out of stocks or abuse of these items.
- Store Operational (controllable) costs such as:
- Planning and recommending staffing rosters/plans and limiting staff expenses
- Liaises with Sales Manager to recommend changes, layout, products and pricing, improvements in merchandise mix and
- Recommend to Sales Manager/ markdowns/discounts/promotions to clear stock with Buyers and sales manager.
- Control/replenishment and return of model stocks.
- Control promotional model stock and targets. Ensure correct model stocks are in place for each plu based on sales.
- Ensure availability of stock in all stores
- Report/Recommend and advise on trends and new market opportunities.
- Competitor information
- New products
- Promotional trends
- Advertising
- To have a good Product knowledge
- Optimise presentation of line selections per promotion and monitor and report on its effectiveness.
- Merchandising/displays of promotional lines.
- Review sales of promotional lines
- Share promotion display information between stores to increase sales at poorly performing stores.
- Monitor sales after actioning display changes.
- Recommend any layout changes / improvements to Sales Manager improve sales.
- Store display structures are installed and placed strategically to optimise sales in a safe manner and look presentable.
- Control of shelving and display material and quantities.
- Oversee merchandising and to maintain standardisation across all stores.
- Visit potential sites with the basis of providing input on possibility of success.
- Propose and recommend store designs and layouts.
- Analyse/recommend and plan staffing requirements.
- Analysing of product range to meet the demographics of the area.
- Installation of shelving as per agreed layout and design. Reporting weekly/monthly on the Effective merchandising of the new store to achieve optimal sales, including any recommendations.
- Induct and train new store staff’ on operations.
- Instil/ monitor/ motivate and report monthly on all staff at all times that Stores must give best possible service to all its customers.
- Understand and communicate Company operational strategy and tactics to align with point 2 above.
- Ensure and maintain a high level of staff motivation.
- Labour scheduling by day / week and by month
- Promote staff development (including appraisals) and training, by store.
- Reporting and referring to HR, where necessary resolving staff/employee issues /incidents.
- Nature of issue
- Who was the issue discussed with (Hr).
- Decision taken regarding the issue.
- Has the issue been resolved/outcome.
- Recommendations on how to avoid these issues in the future.
- Staff Time management-
- Check security report and assist with staff issues and disciplinary actions and provide monthly reports to HR/G Manager
- All disciplinary action to be sent to Hr as each issue is addressed.
- Summary of all issues to be sent to Hr/Gm on a weekly basis.
- Follow up and action daily security reports with regards to disciplinary action and training identified.
- Discuss with staff issues picked up on security reports.
- Identify training required for staff from issues reported.
- Plan and action training with the assistance of the Hr department
- Assist store managers on a need basis.
- Do frequent daily/weekly store visits and report on same.
- Store image
- Merchandising
- Use of display material
- Stock levels
- Pricing
- Product queries/complaints/suggestions
- Marketing
- Competitor information
- Staff training
- Receiving
- Reports usage and actioning
- Staffing
- Establishment of a staff compliment that are multi-functional and that can multitask.
- Ensures all company procedures and subsequent management amendments are adhered to and that staff are fully conversant with them.
- Monitoring and reporting of store daily summary report.
- Ensures that all Company policies and processes concerning cash, stock and premises are followed.
- Ensures personnel are fully aware, trained and understand all policies and procedures.
- See to it that all stores and staff Adhere to Occupational Health and Safety Act/ Policies by immediately reporting any non-compliance to H&S Manager and monthly report on store H&S in general. Ensure trained H&S Rep, First Aider are at each store.
- Action a H&S checklist in stores once a month when visiting.
- All issues picked up to be reported to the H&S manager and management.
- Daily/weekly/monthly H&S reports/tasks are carried out and report on same.
- To interact with the OP’s team and provide frequent recommendations and plans on operational strategy to achieve the company operational and sales objective in conjunction with the sales manager.
- To ensure that all operational decisions are effectively implemented at store level.
- Daily sales promotions report actioned daily and propose and action recommendations to address any shortfalls.
- Monitoring and reporting of supplier activities at store level in conjunction with the buyers / marketing.
- Which supplier activities took place at the store.
- what items were being promoted.
- Make sure that stores have enough stock of items being promoted.
- Feedback from the store on the promotion.
- Sales of items that were promoted to analyse the added value of the promotion.
- Ensure all store operations are carried on in an appropriate, cost-effective way.
- Draft/Improve/adapt operational management systems, processes policies and best practices.
- Recommend the Purchase of materials where necessary, plan inventory and oversee stores efficiency.
- Help with/ report on and see to it that the Company operational processes remain legally compliant
- Formulate/recommend strategic and operational plans/ objectives/targets.
- Examine financial/operational data and use them to plan/recommend ways to improve profitability and operational success.
- Manage operational budgets and forecasts.
- Perform quality controls and monitor/report on operational KPIs.
- Recruit, train and supervise staff.
- Find ways to increase quality of customer service.
- Implement and monitor customer service standards and promote in-store services to customers.
- Ensures a high standard and shopper experience for customers.
- Resolve/refer any customer complaints and queries that escalate from Store Responsible.
The Operations Manager should possess the following skills, qualities, and qualifications:
- Creative mind set and product flair.
- Good understanding of the target market.
- Commercial awareness.
- Ability to make decisions.
- Analytical skills.
- Manage the Operations Department staff.
- Math skills.
- Interpersonal skills.
- Ability to multi-task and to work well in a team.
- Good organisational skills.
- Drive and determination.
- Good communication skills, both verbal and written.
- Ability to cope under pressure and to adapt to changing situations.
- Capability to work in a fast-paced environment.
- Self-starter and able to work with minimum supervision;
- Hands-on, team player, passionate, confident, and disciplined.
- Proficiency in using Excel / Word / Outlook.
- 3-4 years’ experience in an Operations Manager role
Minimum Requirements:
- Matric.
- Relevant Diploma or Degree would be an added advantage.
- 3+ years’ experience in a Operations Manager role in a Retail / FMCG environment.
- Valid driver’s licence and own reliable vehicle.
ADDITIONAL :
This is a demanding role, we are looking for true go-getters with high levels of energy. Must be vivacious and robust and willing to go the extra mile in getting the job done. An exceptional opportunity for the individual who is career-orientated.
