Retail Operations Manager - On, Mizzen

Job Description

Seddiqi Holding is a family-owned and managed company with a unique, diversified portfolio of businesses and brands across numerous sectors. The business units include Ahmed Seddiqi the longest standing and largest unit within the group, Seddiqi Properties, Swiss Watch Services and Mizzen.

We are looking for a Retail Operations Manager for On who will be responsible to elevate the growing retail footprint, ensuring operational excellence, best-in-class in-store experience, and sustainable scalability across the GCC in current and upcoming locations.

Key Accountabilities:

• Lead or support transversal retail projects: e.g., sustainability initiatives, new retail concepts, service innovations, omnichannel capabilities
• Develops strategy for the assigned location and individual Stores in collaboration with Store Managers to drive sales throughout assigned portfolio by monitoring market seasonality, buying trends and ensuring thorough and up to date knowledge of the retail industry including competitors, retail partners performance and consumer trends/behaviors.
• Develops and updates SOP to ensure operational efficiency and effectiveness. This further involves communicating the SOP to the teams, inducting, training, developing and guiding them appropriately, identifying gaps and proposing corrective measures to ensure proper implementation and full adherence
• Review, provide guidance and monitor sales action plans proposed by Store Managers to enhance sales for the various brand/product lines.
• Analyze the monthly performance of the Stores within the assigned location, reporting current business trends to cover every aspect of the portfolio of Stores and competitor performance to ensure an increase in market share.

Retail Operations Excellence:

• Lead all operational aspects of On stores in the GCC, ensuring smooth, profitable, and brand-right daily operations aligned with Ons global standards.
• Collaborate with cross-functional teams to successfully launch new stores: from pre-opening project management (procurement, system setup, operations manuals) to post-opening stabilization.
• Develop and enforce operational policies, store SOPs, and compliance protocols, ensuring consistent application across all stores.
• Drive the implementation and continuous improvement of retail tools and systems (e.g. POS, RFID, workforce planning, CRM), enhancing both store team efficiency and customer experience.
• Conducts store operations audits to ensure operational compliance and to ensure SOPs and standards are implemented consistently in all stores.
• Promotes delivery of high retail luxury experience. This includes focusing on the facilitys image, environment, visibility of goods and presentation, implementing merchandising plans to set standards as well as ensuring technical and maintenance requirements are met
• Act as the custodian of incident management and ensure operational incidents are reported through the appropriate channels and is followed through for final resolution and appropriate action in coordination with relevant stakeholders.

• Responsible for ensuring alignment across all assigned markets including operational standards, visual merchandising, marketing, community initiatives and customer experience to ensure consistency and excellence across locations.
• Works with the respective Store Managers to ensure that all Stores within the location deliver an exceptional customer service experience and create memorable moments by exceeding expectations, building meaningful and lasting customer relationships and increasing and retain customer loyalty
• Resolves customer complaints when escalated from Store Managers and responds with corrective plans in a timely manner.
• Monitor monthly Consumer database and ensure the sales team captures meaningful customer data to build relationships and personalize prospect customer development opportunities.
• Support Company driven local events and product launches, ensuring customer attendance and sales results are met.
• Conduct regular market visits to ensure proper brand exposure and overall alignment with brand guidelines, identify opportunities for improvement to strengthen brand presence aligned with the visual merchandising team.

• In partnership with Supply Chain, ensure accurate stock planning, efficient stock movements, and optimal stockroom operations to meet commercial and customer needs.
• Set, track, and analyse store KPIs (sales, productivity, conversion, shrinkage, staff performance, community building & engagement), providing actionable insights and improvement plans to the retail leadership.
• Ensure the consistent delivery of Ons premium customer experience through operational rigor, service standards, and store readiness.

• Takes an active role in the recruitment and selection process by providing the necessary support to the HR team in selecting the right candidates by attending interviews and assessment centers.
• Conduct monthly sessions with Store Managers to review performance and provide constructive, timely feedback.
• Monitors staff performance and undertakes performance appraisals for all direct reports. Oversee performance appraisals for all other departmental staff.
• Identifies team members with potential for development and growth and works closely with HR on effective development plans.
• Jointly with HR, ensures that trends of underperformance are formally addressed, with clear and documented performance improvement plans.
• Support the GM and Store Managers in fostering a performance-driven culture, contributing to operational training programs, induction plans, and talent development.
• Create and maintain a positive and professional team environment that fosters trust, integrity and superior performance standards, leading by example.
• Works with the Store Managers to develop effective communication channels, monitor the implementation of daily Store briefings, and communicate current business trends and relevant brand updates.
• Ensure the integration and training of new joiners and the completion of the necessary reviews as per company guidelines.

In order to be successful in this role, you should have:

• Diploma or Certificate with a Business or Marketing focus.
• 8-10 years years job related experience in Retail Operations, ideally within premium/luxury sportswear, fashion, or lifestyle brands.
• Proven track record in scaling retail operations in a multi-country environment (GCC or international markets).
• Excellent communication and stakeholder management skills.

If you are ready for your next challenge, Apply Now!