The Senior Manager – Brand Operations is responsible for driving the operational performance of assigned brands by ensuring excellence in retail execution, commercial performance, and cross-functional collaboration. The role focuses on optimizing store operations, improving profitability, enhancing customer experience, and ensuring consistent execution of brand standards across all retail channels.

Key Responsibilities

Brand Operations

• Lead the day-to-day operational management of assigned brands to ensure alignment with business objectives.
• Develop and implement operational strategies that improve efficiency, productivity, and profitability.
• Ensure consistent execution of brand standards, operational policies, and company procedures across all locations.
• Monitor operational performance and implement continuous improvement initiatives.

Commercial Performance

• Drive sales performance and support the achievement of revenue and profitability targets.
• Monitor key business metrics including sales, conversion, average transaction value (ATV), units per transaction (UPT), productivity, and store profitability.
• Analyze business performance and recommend action plans to address opportunities and challenges.
• Partner with Buying, Merchandising, and Planning teams to optimize product availability and inventory levels.

Retail Operations

• Support store managers in achieving operational excellence and commercial objectives.
• Conduct regular store visits and operational reviews to ensure compliance with company standards.
• Oversee new store openings, refurbishments, relocations, and operational readiness.
• Ensure effective implementation of promotions, campaigns, and seasonal initiatives.

Customer Experience

• Champion a customer-centric culture across all stores.
• Monitor customer feedback, service standards, and satisfaction metrics.
• Implement initiatives that enhance the overall customer experience and brand perception.
• Ensure consistent execution of visual merchandising and in-store brand standards.

Cross-Functional Collaboration

• Work closely with Merchandising, Supply Chain, Marketing, Finance, HR, Visual Merchandising, and E-commerce teams to support business priorities.
• Coordinate with internal stakeholders to resolve operational issues and improve service delivery.
• Support the implementation of company-wide operational initiatives and transformation projects.

Financial & Operational Control

• Support budgeting and operational planning for assigned brands.
• Monitor operating expenses and identify cost optimization opportunities.
• Ensure compliance with company policies, health & safety standards, and regulatory requirements.
• Review operational risks and implement mitigation strategies.

Leadership & People Development

• Lead, coach, and develop Brand Operations and Store Management teams.
• Set performance objectives and conduct regular performance reviews.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Identify talent and support succession planning initiatives.

Reporting

• Prepare weekly, monthly, and quarterly operational performance reports.
• Present business updates, operational insights, and improvement plans to senior leadership.
• Track KPIs and recommend corrective actions where necessary.

Key Performance Indicators (KPIs)

• Sales Achievement
• Store Profitability
• Operating Margin
• Customer Satisfaction (NPS/CSAT)
• Conversion Rate
• Average Transaction Value (ATV)
• Units Per Transaction (UPT)
• Inventory Availability
• Stock Loss / Shrinkage
• Operational Compliance
• Employee Engagement
• Store Audit Scores

Qualifications

Education

• Bachelor's Degree in Business Administration, Retail Management, Operations Management, or a related field.
• MBA or postgraduate qualification is an advantage.

Experience

• 8–10 years of experience in retail or brand operations.
• Minimum 3–5 years in a managerial leadership role overseeing multiple stores or brands.
• Experience managing cross-functional teams within a retail environment.
• Strong understanding of retail KPIs, operational excellence, and commercial performance.