Store Operations Manager - Alexandra House

Lead and partner with Store Director to ensure operational procedures are managed in the highest standard and most efficient delivery of the client experience at Tiffany. The Store Operations Manager will strategically guide and optimize the sales team of designated location to maximize store operations efficiency and compliance standards at all times. 

This position focuses on the strategic planning, oversight, and continuous improvement of overall stock management, manpower scheduling, store operations workflows and floor flows, retail systems support and training, and the development and implementation of onboarding and ongoing training programs.

Operations Efficiency Maximization

• Strategically oversee and direct all aspects of the sales floor efficiency through operational support and enhancement
• Develop and implement strategies to ensure the store has sustained operational support and staff schedules are optimized to match client traffic flows and operational demands
• Assume full ownership and accountability for inventory management, including inventory accuracy, receiving, packing, replenishment, stock transfer and borrow merchandise arrangement
• Proactively manage and forecast materials in the stores and ensure that adequate supplies of gift boxes, carrier bags, stationary and etc. are on hand.  Collaborate closely with operations department to ensure that such items are timely ordered when necessary.
• Establish and enforce protocols to ensure that store staff is properly handling repair requests from clients, collecting proper information and returning repair jobs to the service center in a timely manner.
• Lead and manage daily operations ensuring efficiency and protection of company assets through schedule management, inventory management, cash management, inventory delivery and receiving, adhering to business needs and company policies and procedures
• Strategically support and collaborate with the Store Director to drive excellence of day-to-day store operations KPIs
• Initiate, develop, and implement improvements to work process, procedures and flows within retail team and continuous seek for refinement. 
• Oversee and enforce a clean and efficient back of house by adhering to the back of house optimization and efficiencies.

Operations Management

• Serve as the primary contact point and subject matter expert at store regarding to all operational issues.
• Collaborate closely with and advise the Store Director with all policies and procedures to streamline the store efficiency, both front and back of house, and to communicate relevant information, operations policies and guidelines.
• Cultivate a motivating environment for the operations team and lead by example at all times
• Ensure clear, open, and respectful communications across all stores, departments, and divisions

Reportings and Analysis 

• Conduct in-depth monitoring, analysis, and comprehensive review of store/staff performance to reemphasize retail objectives, ie daily KPIs update, staff productivity, instore sales push incentive update and monthly performance dashboard
• Prepare, analyze, and submit critical reports for HR, Finance and Retail Operations

Training

• Design, develop, and deliver comprehensive training programs to all team members in Operational compliance, Retail Foundation, after sales, and POS systems.
• Track and ensure all team members to complete trainings assigned (in class and e-learning)

Corporate Standards and Directives

• Demonstrate expert-level understanding and provide leadership in supporting current business initiatives and new product launches in order to drive the success of the business. 
• Ensure all operations activity strictly complies with corporate brand standards and directives, including inventory management, store workflows and manpower arrangement.

• Implement and maintain security standards within the store to ensure safety of clients, colleagues and to protect our assets through appropriate care and handling of merchandise.

Projects / Ad hoc Supports 

• Lead and manage the store project (new open, renovation, or relocation, etc.); timely communicate with different departments within the company and co-ordinate the action rundown plan with complete checking list so that the project can meet deadlines and standards.
• Provide strategic support and coordination off-site and in-store events or marketing activities

Qualifications:

• Bachelor degree, major in Business Administration or related discipline 
• At least 8 years’ relevant experience 
• Strong communication, presentation, facilitation, and interpersonal skills
• Skill to plan and deliver results in a highly demanding environment
• Excellent command on Microsoft Office software (Excel, Word, PowerPoint)
• Proficient English skill in both written & spoken
• Ability to take ownership and multi-task, good team player