Key Responsibilities 1. Operations Excellence and Store Readiness - Own daily store readiness protocols including opening/closing procedures, cash integrity, floor recovery, cleanliness, safety checks, and compliance with restricted area regulations.
- Standardize and enforce Standard Operating Procedures (SOPs) regarding service delivery, cash handling, inventory movements, age-restricted sales, and passenger flow management.
- Coordinate with Terminal Managers and Store Supervisors to align staffing levels, task allocation, and peak-hour coverage strategies.
2. Commercial Drive and Customer Experience - Partner with Trade Marketing and Category teams to execute promotions, visual merchandising, and planograms; ensure accuracy in pricing and promotional activities.
- Lead service recovery protocols; oversee queue management and peak operational plans to maintain high Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
- Drive cross-selling, conversion rates, and basket size metrics through effective coaching, daily team huddles, and KPI dashboard analysis.
3. People Leadership and Workforce Planning - Lead and develop a diverse team including Guest Experience Managers, Operations Support Assistants, Operations Analysts, and Runners; establish clear goals and regular feedback rhythms.
- Oversee rostering, overtime control, and skills coverage across multiple terminals; ensure completion of onboarding and recurrent training programs.
- Embed a culture of safety, integrity, inclusion, and continuous improvement within the team.
4. Inventory and Loss Prevention Coordination - Coordinate with Customer Relations and Loss Prevention controllers to ensure the integrity of bonded stock, manage transfers, and control shrinkage.
- Ensure stock accuracy through cycle counts, discrepancy resolution, and management of damages/returns; adhere to timely Work Orders in collaboration with Planning and Supply Chain.
- Support internal and external audits (cash, inventory, compliance) and close findings with robust action plans.
5. Maintenance and Store Support - Align with the Store Maintenance Manager on reactive and preventive maintenance schedules to minimize downtime and impact on guest experience.
- Manage store support logistics with Runners, including stock staging, backroom housekeeping, waste management, and ticketing/labeling.
6. Data, Reporting, and Continuous Improvement - Own daily and weekly operational dashboards tracking sales, conversion, CSAT, shrink, compliance, and labor productivity.
- Lead root cause analysis on variances, incidents, and service gaps; implement targeted Kaizen actions for improvement.
- Prepare comprehensive performance updates for the Operations GM, highlighting risks, mitigation strategies, and long-term improvement roadmaps.
7. Cross-Functional Collaboration - Collaborate with IT on POS uptime, incident response, and device readiness; work with Finance on cash variance analysis and operational cost control.
- Coordinate with HR on recruitment, scheduling, disciplinary actions, and employee recognition programs.
- Partner with Ecommerce and Loyalty teams on click-and-collect services, omnichannel pickups, and in-store engagement initiatives.
Qualifications and Experience - Bachelor's degree in Business, Operations, Retail Management, Hospitality, or a related field.
- 7 to 10 years of experience in multi-site retail or high-volume transit retail operations, including at least 3 years in a supervisory or managerial role.
- Proven track record of delivering service KPIs, maintaining operational compliance, and driving commercial growth in high-traffic environments.
- Experience working with airport authorities and adhering to restricted area operational rules is highly advantageous.
Skills and Competencies - Strong leadership, coaching, and stakeholder management skills.
- Excellent operational discipline with acute attention to detail; adept at SOP deployment and audit readiness.
- Data-driven decision-making capabilities with proficiency in Excel and BI dashboards; comfortable with POS and various retail systems.
- Ability to remain calm under pressure; effective at service recovery and issue escalation.
- Fluent in both English and Mandarin (written and spoken).
Preferred Certifications - Fundamentals in Lean/Kaizen methodologies.
- First Aid and Fire Warden certifications.
- Basic familiarity with IT and POS systems
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