Team Leader - Ops

Purpose of the role:

Support the store’s performance by driving sales, ensuring customer satisfaction, and leading a motivated sales team. Contribute to achieving departmental KPIs, maintaining operational standards, and developing staff capabilities.

Roles, responsibility and authority:

Customer Focus

• Ensure a positive shopping experience by monitoring service quality and resolving customer concerns effectively.


• Review customer satisfaction results and work with store management to implement improvements.


• Support the execution of store action plans to enhance service standards and performance.


• Maintain section tidiness, cleanliness, and compliance with store presentation standards.

Team Development

• Provide guidance, coaching, and motivation to the sales team.


• Monitor individual performance and identify training needs.


• Manage staff scheduling to ensure coverage during peak hours.


• Support effective communication and implementation of company policies and SOPs.


• Ensure staff adherence to company policies, including uniform, attendance, and professional conduct.


• Report and escalate any misconduct, non-compliance, or breaches of the Code of Conduct as per company guidelines.


• Encourage continuous learning and ensure team awareness of new products and promotions.

Sales of Products & Services

• Responsible for achieving section sales KPIs and driving individual performance within the team.

• Support staff in complex sales transactions and promote product and service benefits.


• Ensure daily receiving are available on the sales floor for customer purchase.


• Monitor competitor activities and provide feedback to management.


• Actively participate in seasonal campaigns and promotions in alignment with company standards.

Visual Merchandising

• Oversee implementation of planograms, displays, and promotional layouts.


• Ensure merchandise is correctly priced, well-presented, and available throughout the day.


• Monitor daily recovery activities to ensure proper store closing standards.

Safety & Security

• Support loss prevention by identifying risks and reporting issues promptly.


• Ensure compliance with company policies and contribute to shrinkage reduction.

Inventory Management

• Analyze stock availability and communicate out-of-stock situations.


• Work to minimize clearance, open-box, and repaired product ratios.


• Oversee accurate cycle counts and stock records to ensure availability for customers.

Required Qualifications:

• Bachelor’s degree in business administration or related field (Diploma with strong experience acceptable).


• 2–5 years of retail sales experience, with at least 1–2 years in a supervisory/team leader role.


• Strong leadership, coaching, and people management skills.


• Proven ability to drive sales performance and achieve KPIs.


• Excellent communication skills in Arabic & English, with solid computer literacy (POS/Excel).


• Flexibility to work shifts, weekends, and peak retail seasons.