Area Operations Manager - Offline Business

Job description

Role : Area Operations Manager

Direct Reportees : Store Managers

Interactions : Internal and External Stakeholders

Location : Pan India

ROLE CONTEXT: To increase the business by driving sales and customer experience through developing and coaching your team and installing SOPs so that we become a major destination brand and industry leader.

Area of responsibility

  • Finance - Manage and deliver the KPI's – Sales, Shrinkage, Commerciality, Customer Service, Standard
    • All financial budgets are achieved
    • Payroll & Shrinkage budgets are achieved
  • People - Ensure that you have the right people who are sufficiently trained/developed to deliver for our customers
    • A plan in place for recruitment that reflects trends in the industry
    • All staff have received a performance review
    • A training plan is evident for each Sales Executive, Optometrist & the SM in your team (where applicable)
    • A development plan is evident for each of the staff members in your team
    • Absence is in line with company target
    • Absence is in line with company target
  • Customers - Deliver the shopping experience that our customers demand
    • Every customer is approached and has a great service experience
    • New initiatives are successfully implemented in your area.
    • All customer complaints are resolved.
  • Operation - Ensure the smooth operations of your areas
    • Eye Testing Quality
    • Achieving all operational KPI’s
    • Delivers a commercially well laid out store
    • Customer Service levels are achieved.
    • Departmental standards are consistently achieved
    • Customer Service levels are achieved


Job requirements


Person Specifications

  • Full Time Graduate / Post Graduate with 5+ years of relevant experience into retail industry
  • Very strong communication skills- both written and verbal and must be a good orator
  • Should have hands on experience working on Microsoft Office - Including Excel, PPT & Word
  • Sales oriented

Competencies & Traits

  • Influencing Skills
  • Problem Solving & Decision Making
  • Planning & Organizing
  • Project Management with Collaboration and Inclusion
  • Communication Skills • Extroversion & Approachability
  • Leadership • Financial & Business Acumen
  • Customer Obsession
  • Assertiveness
  • Self-Motivated & Resilient
  • Managing Pressure & Setbacks
  • Process Orientation