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Retail Operations Manager

2 months ago

Milton Keynes, Milton Keynes, United Kingdom KIKO MILANO Full time

The Retail Operations Manager is a key role within KIKO MILANO, responsible for driving customer experience, sales, and business KPIs for the store. This individual will lead and coach the staff, ensuring all procedures are managed and adhered to in line with the KIKO Brand Strategy.

Main Responsibilities:

People Management:

  • Develop and maintain a high-performance team environment, promoting motivation and low staff turnover.
  • Recruit, onboard, train, and support the team to deliver an engaging customer experience and business goals.
  • Ensure all store planning and annual leave align with business needs.
  • Train the team on products, make-up application techniques, and selling techniques to deliver the KIKO customer experience.
  • Provide regular reviews and appraisals for direct reports in line with business goals.

Customer Experience / Business Management:

  • Monitor business KPIs, set follow-up action plans, and update the Area Manager on relevant market trends.
  • Deliver business goals as defined with the Area Manager, focusing on customer experience, sales, and operational efficiency.
  • Prioritize actions for the store to maximize impact on business goals and develop a quarterly action plan.
  • Complete all required BeKIKO dossiers, quizzes, and training elements.
  • Consistently monitor business KPIs, including LFL progression, conversion rate, average ticket, and stock loss.

Procedures & Policies Execution:

  • Ensure stores comply with all KIKO standards and procedures.
  • Guarantee compliance with store procedures, as outlined in the KIKO STORE BOOK.
  • Execute the promotional calendar and ensure all operational procedures are adhered to in store.
  • Regularly review procedures and address any issues immediately, in compliance with Corporate policies.
  • Requirements include retail management experience, leadership and customer service skills, sales and merchandising knowledge, inventory management ability, strong communication and problem-solving skills, and flexibility in work hours.