Overall Purpose of the job

The Operations Manager is responsible and accountable for the day-to-day business of the retail shops in every respect with particular focus on the delivery of longer term aims of the business across operating areas. The person is a role model for the business ensuring the very best standards of care for our customers and our people. The Operations Manager will support the Operations Director in the planning, execution and management of the retail strategy including close contact and relationships with retail contractors/service partners.

Key Objectives

To inspire the shop teams to deliver budgeted sales, exceptional customer service standards, drive cost efficiencies and exploit new retail opportunities across the area.

Lead and support area teams to achieve outstanding operational standards through a series of announced (planned and structured) and un-announced (planned and structured) visits

Engage with other Directors and Heads of Functions in ensuring that the day-to-day running of the business is correctly managed, organised and structured to meet both strategic and short term objectives.

Ensure implementation of all agreed retail operating standards with regard to people, product, promotion, customer service, systems and external contractor.

To manage the existing area property portfolio, ensuring all maintenance, H&S issues are rapidly escalated and resolved.

Key Responsibilities and Activities

Commercial Management

Drive, monitor and analyse sales performance and profitability via weekly, monthly and quarterly plan review with shop teams to exceed growth targets and deliver Budget

Plan, prioritize and monitor progress against the Retail Strategic Plan on a monthly/quarterly basis ensuring the overall business objectives are aligned and reviewed with the Operations Director.

Analyse, interpret and communicate financial and commercial information on a regular basis to evaluate business trends, benchmark performance and identify improvement opportunities.

Ensure that all controllable costs are kept to budgeted levels and that authorization levels are adhered to.

Utilise data and systems (Sales/COS/Labour/Costs/Recruitment/Training/Customer Feedback) effectively to inform decision making and to coach and develop performance of Shop Management Teams

Support the Project Manager in the opening of new shops and deliver the plan to ensure returns are delivered

Maintain competitor awareness & communicate this to the key people in the business.

Project Manage new initiatives into their area of responsibility to ensure change is effectively embedded in the business.

Delivering the Offer

Ensure displays are effectively managed across all shops maximising availability and minimising wastage.

Ensure product quality, presentation, cleanliness and uniform standards are delivered to brand standards.

Utilise Feed it Back, Trial and Audit Processes (Announced/Unannounced/Independent/International) to minimize risk to the business and to nurture a culture of exceptional retail standards and customer service.

Utilise and develop action plans for improving standards in hygiene, service and product based on Audit findings and nurture and culture of restless improvement in the business.

Be a role model for all the Shop Managers in setting the standards for the team both in terms of attitude and presentation.

Own any difficult customer complaints in an effective and timely manner ensuring that all learning points are shared by the shop team, other shops and cross functionally.

Maintain an up to date knowledge of products and production standards to coach Shop Managers and Teams to improve their abilities/standards

Passionate about People, Leading, developing and supporting teams

Own and develop the Man-Plan for your area based on Rule of 7 succession and supported by a PDP for the shop teams.

Ensure Shop Teams own their PDP and develop themselves via a combination of On Job, On-line and Traditional resources.

Initiate and agree Personal Development Plans for each Manager following regular appraisal and revisit this at quarterly BRM to monitor progress

Plan for all retail recruitment needs and appointments in conjunction with the Succession Plan for the business, working closely with Recruitment Manager/Head of HR.

Provide inspirational leadership to Shop Managers and their teams and work with the HR to ensure that everyone receives the very best training and development.

Deal with any performance issues quickly and within prescribed legislation and employment law procedures liaising with the Head of HR.

Recognise and reward great performance always, celebrate success, emphasise the personal touch to all you encounter.

Skill and Technical Requirements

Able to inspire, develop and motivate teams of people with varying abilities.

Communicate effectively at all levels.

Experience in Multi-site Retail/Hospitality environment and good business/retail awareness.

Excellent planner and organiser.

Act as ambassador for PAUL with third party people/businesses and maintain the brand integrity.

Work with other Heads of Functions to create and update practices, policies and procedures which are relevant, easy to understand and implement and add value to the business.

Demonstrate an ability to create realistic, but stretching targets, monitoring progress and performance by exception.

Professional always and able to coach and motivate teams with passion and enthusiasm.

Personal Attributes

Highly flexible with tasks and working hours and can work under pressure

Excellent oral and written communication, able to use discretion and high integrity

Proactive and flexible approach

Able to prioritise and manage conflicting demands

A team player - personable and friendly

Can do attitude

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