Chief Operating Officer - Retail Operations

About the role

The organization is looking for a highly capable, strategic and results-driven Head of Retail Operations to lead its overall retail business, branch performance and operational strategy. The role drives sales growth, improves operational efficiency, manages retail performance, develops business strategies and ensures consistent service standards across all outlets, contributing to profitability, customer satisfaction and long-term objectives.

Key responsibilities

• Develop and implement retail operational strategies aligned with company objectives, and set sales targets, KPIs and performance standards.
• Oversee daily operations across all branches, monitor revenue, profitability, expenses and branch performance, and lead branch managers and retail teams.
• Manage manpower planning, recruitment, training and performance management.
• Ensure consistent customer service, resolve major operational and customer issues, and oversee inventory, stock replenishment and merchandising.
• Develop SOPs, analyse sales trends and operational reports, and implement cost-control measures and process improvements.
• Ensure compliance with policies, safety requirements and regulations, and coordinate with Marketing, Finance, Purchasing and Warehouse.
• Oversee promotions, new store openings and expansion, evaluate branch performance and report findings to senior management.

Required profile

• Bachelor's degree in Business Administration, Retail Management, Marketing or a related field.
• Strong knowledge of retail operations, multi-branch management and business administration.
• Leadership capability to manage multiple branches and cross-functional teams.
• Knowledge of budgeting, cost control and profitability management.
• Ability to analyze sales data, KPIs and performance reports, with strong communication, negotiation and stakeholder management skills.

Required skills

• Familiarity with POS systems, ERP platforms and retail management software.
• Understanding of retail sales strategies, inventory management, merchandising and customer experience.