Retail Operations Leader

3 weeks ago


Gateshead, Gateshead, United Kingdom KIKO MILANO Full time

*NEW STORE OPENING - Metro Centre*

The Retail Operations Leader serves as the KIKO Ambassador, tasked with enhancing customer satisfaction, driving sales, and achieving business objectives for the store in alignment with the KIKO Brand Strategy. This role involves leading and mentoring the team while ensuring adherence to all operational protocols.

KEY RESPONSIBILITIES - Retail Operations Leader:

TEAM MANAGEMENT

  • Establish and sustain an environment conducive to high performance, employee motivation, and minimal turnover.
  • Recruit, onboard, train, and guide the team to provide an exceptional customer experience and meet business targets.
  • Ensure that all store scheduling and leave requests align with operational requirements.
  • Educate the team on product knowledge, application techniques, and sales strategies to deliver the KIKO customer experience - leverage BeKIKO and collaborate with the Customer Experience Trainer to address all developmental needs of the team.
  • Ensure all direct reports receive performance reviews and evaluations in accordance with business objectives.


CUSTOMER ENGAGEMENT / BUSINESS OPERATIONS

  • Oversee that business KPIs align with targets, develop follow-up action plans for the store, and keep the Area Manager informed of relevant market insights.
  • Achieve business objectives as outlined with the Area Manager (Customer satisfaction, Sales, Operational expenses).
  • Identify and prioritize actions for the store that significantly impact the aforementioned goals, maintaining a quarterly action plan.
  • Complete all BeKIKO training modules, quizzes, and related educational components.
  • Continuously track Business KPIs (Year-over-Year growth, Conversion Rate, Average Transaction Value, Inventory Loss).

PROCEDURES & POLICY IMPLEMENTATION

  • Ensure compliance with all KIKO standards and operational procedures.
  • Guarantee adherence to store protocols (KIKO STORE BOOK).
  • Ensure the execution of the promotional schedule.
  • Verify that all operational procedures are followed and that the store remains compliant.
  • Regularly review all procedures and promptly address any issues in line with Corporate policies.
  • Minimum of 4 years of retail management experience, preferably as a Store Manager.
  • Demonstrated leadership and customer service capabilities.
  • Knowledge of sales and merchandising principles.
  • Proficiency in inventory management.
  • Excellent communication and problem-solving abilities.
  • Willingness to work flexible hours.
  • Experience with new store openings is advantageous.


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