Operation Manager | Retail | Zara | Phuket

• The Operations Manager is responsible for overseeing all aspects of store operations, focusing on back-of-house functions such as delivery processes, stockroom management, and replenishment practices. Success in this role requires managing resources efficiently, including staff and financials, and driving store performance within budgetary constraints. The role demands a proactive leader who can effectively communicate with teams and senior management to ensure optimal store performance and customer satisfaction.

Process, Sales & Stock Management

• Actively involved in sale preparation processes.
• Deep understanding of Gestion Retail, and related applications like Delivery and Money Mapping.
• Control shrinkage by following guidelines set by Loss & Prevention.
• Maintain standards in the fitting rooms across all sections.
• Support Head Cashier by controlling cash area processes.
• Responsible for RFID devices and practices, coordinating with the Commercial team.
• Manage Click & Collect and customer request areas on the sales floor.
• Monitor daily and monthly budgets to meet and exceed targets.
• Ensure effective replenishment in compliance with company standards.
• Organize and plan stockroom initiatives to overcome capacity issues.
• Manage delivery productivity in line with company targets and oversee complete delivery processes.

Cost Control

• Control expenses related to stationary, cleaning, telephone, post, maintenance, uniforms, and travel in line with company budgets.

HR & Team Management

• Responsible for training the delivery, shop floor, and stockroom team.
• Motivate teams to increase efficiency and participate in employee performance reviews.
• Ensure consistent communication with other department managers and general manager.
• Drive KPIs to meet targets and collaborate with the management team.
• Optimize team schedules for full coverage.

Health & Safety

• Maintain good housekeeping throughout the store.
• Understand employee and customer risks and enforce safe work practices.
• Promote a positive work environment to enhance team welfare.
• Communicate with General Services to address maintenance issues.

Customer Service

• Lead by example to ensure high customer service standards.
• Drive and support customer service action plans.
• Manage and resolve customer issues, striving for customer satisfaction.
• Understand and enforce company return policy.
• Train the team to provide excellent customer service.

Sales Management

• Drive sales performance and manage store hours budget.
• Design rotas to ensure optimal staffing.
• Monitor productivity and cash flow to meet budgets, taking corrective actions when necessary.

• Strong organizational and time management skills.
• Ability to handle pressure and make timely decisions.
• Self-motivated and able to motivate others.
• Excellent communication and leadership skills.

• Good knowledge of the company, brand, and store.
• Experience in managing a fast-paced retail operation or high performance at INDITEX.
• Knowledgeable in organizational effectiveness.
• Experience in team management and forward planning.