Purpose & Overall Relevance for the Organization:

Direct all aspects of retail operations which includes concept shop and factory outlet.  Ensure 100% customer satisfaction.

Primary Accountabilities:

• Achieve Sales target for all individual stores
• Develop and implement strategies to optimize store performance and drive sales growth
• Analyze, report the store performance such as sales, inventory levels, and customer satisfaction to identify areas for improvement.
• Manage the controllable operating expenses to keep within the agreed budget.
• Operation Management:

• Oversee the day-to-day operations of multiple retail stores within the district.
• Ensure compliance with company policies, procedures, and standards across all locations.

• Team Leadership and People Development:

• Recruit, train, and develop store managers and other staff members within the district.
• Provide guidance, coaching, and support to store managers to help them achieve their targets and develop their skills.
• Foster a positive and collaborative work environment that promotes teamwork, accountability, and employee engagement.
• Conduct regular performance evaluations and provide feedback to employees to encourage continuous improvement

• Customer Service and Satisfaction:

• Uphold high standards of customer service and ensure that all employees are trained to deliver exceptional customer experiences.
• Address customer complaints and escalations in a timely and professional manner, striving to resolve issues to the satisfaction of the customer and the company.
• Implement initiatives to enhance customer satisfaction and loyalty, such as loyalty programs, customer feedback mechanisms, and special events.
• Lead store personnel to consistently deliver excellent customer service by always ensuring a good management presence on the selling floor.

• Sales and Marketing:

• Collaborate with the marketing department to develop and implement sales and promotional strategies that drive foot traffic and increase sales.
• Monitor competitor activity and market trends to identify opportunities for growth and differentiation.
• Ensure that stores are effectively merchandised and that product displays are visually appealing to customers.

Secondary Accountabilities:

• Maintain an effective stock management system to maximize sales and profitability.
• Prepare sales forecast for the retail segment.  Order products to meet customer demand and forecasted sales volume.  Follow up on orders.
• Ensure that all products are properly handled and displayed according to company standards.
• Create manpower plan & labor schedules for retail segment,
• To be a leader in training and setting monthly meetings for shop managers, as well as setting special training program for retail team constantly.
• Provide competitors’ intelligence.
• Ensure 100% customer satisfaction at the retail segment.  Manage customer complaints proactively.  Report all customer complaints to all concerned parties and senior management consistently and systematically.  Recommend actions to solve customer complaint on a long-term basis.

Key Relationships: 

• Marketing Team
• Finance Team
• HR and Recruitment
• Warehouse
• Store Staffs
• Landlord

Knowledge, Skills and Abilities:

• Retail management
• Leadership
• People management
• Training skill
• System & Process management
• Communication with others
• Manage relationship & diversity
• Planning and Organizing  
• Analysis and problem solving   
• Results orientation

Requisite Education and Experience/Minimum Qualifications:

• University Degree, BA or MBA preferred.
• 5+ years of experience in retail management, with at least 3 years in a district or regional management role.
• Proven track record of driving sales growth and achieving operational targets.
• Strong leadership and team-building skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in Microsoft Office suite and retail management software.
• Willingness to travel within the designated district as needed.
• Proficiency in English and Russian languages.