Retail & Sales Operations Manager

• Establish and manage annual sales budgets for the retail shop channel.
• Monitor daily, weekly, and monthly store performance; initiate corrective action plans as needed.
• Analyse sales trends, set realistic targets, and develop strategies to grow revenue and margin. The suite of products sold is investment-focused and high-value.
• Drive improvements in sales conversion rate, average transaction value, and customer retention through both in-store and after sales initiatives.
• Manage store-level budgets and operating costs without compromising service quality.
• Collaborate with product teams on merchandising and promotions designed to support investment-focused products.
• Work jointly with marketing to effectively execute promotional campaigns and product launches in stores.

• Oversee consistent adherence to company policies, operational procedures, and brand standards across stores.
• Maintain high standards of store appearance, cleanliness, and presentation.
• Implement inventory control including ordering, receiving, stock rotation, stocktakes, and loss prevention, particularly for high value items.
• Ensure compliance with local regulations (e.g. workplace safety, fire safety, consumer protection, MOM guidelines).
• Conduct regular store audits for compliance and efficiency, driving corrective actions as required.
• Coordinate store maintenance, renovations, and upgrades, ensuring minimal operational disruption.
• Ensure efficient and accurate use of POS systems and retail technologies.
• Team Leadership & Development
• Recruit, train, and supervise retail teams, cultivating a high-performance, customer-focused culture.
• Conduct on-site training covering product knowledge, service, policies, and post-purchase support procedures.
• Manage staffing levels, rostering, leave approvals, and team morale.
• Perform regular staff performance appraisals, coaching, and run improvement plans when needed.

• Uphold exceptional customer service standards across all stores, ensuring staff are knowledgeable about investment-grade products and after sales processes.
• Address escalated customer concerns or complaints and provide effective resolutions.
• Oversee after sales engagement including follow-up, satisfaction checks, and ongoing customer relationship management.
• Gather and analyse customer feedback to inform service enhancements and retention strategies.

• Develop and maintain visually compelling merchandising guidelines for high-value product displays.
• Collaborate with store teams to ensure consistency and quality in execution across retail locations.

• Implement and enforce stringent security protocols for storage and handling of investment-grade items.
• Conduct regular inventory reconciliations to minimize shrinkage and discrepancies.

• Plan and manage retail events, such as product showcases, and/or exclusive client experiences.
• Handle ad hoc projects such as pop up activations, promotional roadshows, or store launches.
• Coordinate cross functional teams and external partners to deliver seamless execution of planned events and sudden opportunities.

• Prepare detailed reports on sales performance, operational metrics, after sales outcomes, event ROI, and store efficiency.
• Analyse datasales, footfall, conversion rate, shrinkage, customer satisfaction and provide actionable recommendations to senior management.

• Bachelors degree in Business, Retail Management, Finance, or a related field.
• Minimum of 5 years in retail or operations management with exposure to investment-grade precious metals or financial products..
• Proven track record managing P&L, budget planning, and delivering measurable sales growth in high value retail environments.
• In-depth understanding of investment precious metals markets, including product features, market trends, and compliance requirements.
• Strong customer-service and after sales skills, with experience in post purchase support and retention strategies.
• Experience planning and executing events or in-store promotions, coordinating logistics and measuring ROI.
• Ability to handle ad hoc operational work and respond flexibly to emerging opportunities or issues.

• Commercial and financial acumen: proficient in interpreting sales data, managing margins, and optimizing financial performance.
• Data & analytics orientation: confident in using KPIs to steer strategy and operations.
• Leadership & people management: skilled in team development, coaching, and performance management.
• Operational excellence: organized, detail-oriented, and adept at juggling multiple priorities.
• Retail technology know-how: experience with POS, inventory systems, and analytics platforms.
• Customer centric mindset: excellent communication and conflict resolution skills.
• Regulatory & risk awareness: experience managing compliance related to high value product retail.
• Event & ad hoc execution: proven ability to lead special projects and retail events successfully.

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