RETAIL - Operation Manager

On behalf of a retail luxury company, we are looking for a Store Operation Manager (new Opening luxury boutique Malpensa).

Reporting line: Hierarchical, Store Director / Assistant Store Director & Functional, Country Operation Manager.

Job Description:

Directly reporting to the Store Director, the Store Operation Manager effectively ensures the smooth running of the day-to-day retail operations of the store, with the objective of facilitating sales, delivering exceptional service to customers, and implementing business driving initiatives.

Being the owner of operational excellence, he/she constantly seeks to improve in-store processes by developing and implementing innovative initiatives and action plans. He/she provides “Manager on Duty” coverage (Assist. Store Director) and helps to develop a collaborative and positive working relationship with the wider management. He/she supports client experience by assisting Managers and S.A on the sales floor as needed. He/she will receive advanced training by HQ and participate in punctual seminars.

Missions Description:

1. Stock Management & Logistics:
   • Supervise, support, and organize the team for all incoming and outbound physical and IT merchandise flows (receiving, follow-up of orders, ticketing, transfers, and shipments, etc.), including e-commerce shipping to Regional Digital warehouse.
   • As the referent on Care & Quality, be responsible for the appropriate application of storage rules, stock procedures, and best practices by all team members to strengthen loss prevention: in particular, manage the annual BISE (Best In Stock Excellence) certification.
   • Organize inventory management (weekly cycle counts and annual inventory).
2. Process/Internal Control:
   • In charge of all SOPs (Standard Operational Procedures) related to Boutique Operation (implementation, updates).
   • Be responsible for staff training on policy & process.
3. Care Services (Repairs & Returns):
   • Supervise all after-sales requests: monitor client correspondence and follow up with administrative tasks.
   • Review after-sales reports and initiate action plans as needed.
   • Be responsible for staff training on Care Services guidelines.
4. Till & Cash Management:
   • Supervise till operations.
   • Be responsible for expense control.
5. Store Systems Referent:
   • Be the referent for all “back-office” tools (Shop In Dior / Xpert, CARE, Dior in Stock, Census/Cycle Count): ensure staff training, adoption, and correct use in the store.
   • Realize ad hoc demands concerning equipment/application access in E-services.
   • Support the Digital Coordinator to deploy retail special projects when needed (Dior Star, Personalization, Omnichannel services, etc.).
6. Facilities Management:
   • Supervise supplies needs (uniform/consumable supplies).
   • Maintenance and store upkeep.

Profile Required:

This role is best suited to a candidate with a (FRONT) managerial position, ready to work on weekends. We also require him/her to hold the following qualifications and attributes:

1. Strong understanding of Customer Service needs and Customer priorities.
2. Innovative, proactive, and strategic.
3. Team-focused with a desire to collaborate effectively.
4. Organized, methodical, and rigorous.
5. People management skills.
6. Communication skills.