Retail Operations Manager

To oversee and coordinate all retail operational activities across boutiques, ensuring business continuity, operational readiness, facility management, maintenance coordination, customer issue resolution, and compliance with operational standards. The Retail Operations Manager acts as the operational owner of boutique infrastructure and support services while coordinating operational matters through Brand Managers to ensure effective governance and avoid conflicts within boutique teams.

• Oversee daily operational readiness across all boutiques.
• Ensure boutiques are fully operational before opening and properly secured after closing.
• Conduct regular operational inspections across all retail locations.
• Monitor compliance with operational standards and company procedures.
• Identify operational risks and implement corrective actions.
• Monitor boutique opening and closing procedures.
• Ensure all boutiques operate according to approved schedules.
• Maintain secure control of master boutique keys and access records.
• Coordinate emergency access when required.
• Ensure all security procedures relating to boutique access are followed.

• Coordinate preventive and corrective maintenance activities.
• Follow up on maintenance requests until completion.
• Coordinate with contractors, landlords, and service providers.
• Ensure all boutique facilities remain operational and compliant.
• Monitor maintenance KPIs and service quality.

• Support Brand Managers in resolving escalated customer issues.
• Coordinate operational actions required to resolve customer concerns.
• Ensure customer complaints requiring operational intervention are resolved promptly.
• Analyze recurring operational issues affecting customer experience.
• Recommend operational improvements to reduce customer complaints.

• Act as the primary operational liaison between Retail Operations and support departments.
• Coordinate with Logistics, Warehouse, IT, Finance, Government Relations, HR, and external service providers.
• Ensure operational requests are completed within agreed service levels.
• All boutique operational communications shall be coordinated through the respective Brand Manager to maintain clear governance and avoid operational conflicts with boutique teams.

• Conduct operational compliance audits.
• Monitor implementation of company operational procedures.
• Ensure boutique operational documentation is properly maintained.
• Identify process improvement opportunities.
• Support implementation of operational excellence initiatives.
• Prepare weekly and monthly operational reports.
• Monitor operational KPIs and service performance.
• Track maintenance trends and operational incidents.
• Recommend process improvements to enhance retail operations.
• Support retail expansion projects and new boutique openings.

• Operational Audit Score

• Maintenance Response Time
• Maintenance Completion SLA
• Preventive Maintenance Completion Rate

• Customer Complaint Resolution Time
• Operational Complaint Reduction
• Customer Issue Closure Rate

• Operational Incident Resolution

• Operational Compliance Score
• Key Control Compliance
• Zero Critical Operational Violations

• Prioritize operational support requests.
• Coordinate maintenance and facility service providers.
• Conduct operational inspections and audits.
• Recommend operational improvements.
• Escalate strategic operational matters to senior management.
• No authority over boutique employees’ performance management, sales targets, or…