Havaianas is a premium flip-flop brand which started in 1962 in Brazil. It is a lively, energetic, fun loving & customer-obsessed Brand with presence across 65+ mono brand stores, 7 online platforms & 70+ multi-brand doors. The Brand is looking for a rock star Operations Manager to write the next phase of astronomical growth story. The Operations Manager will oversee all of the daily operations of 40+ offline stores in Java, Sumatra & Kalimantan. She/he need to be passionate about delivering exceptional levels of customer service and driving sales and all KPIs. She/he will manage the stores' employees, including hiring, performance evaluation, scheduling and assigning duties and responsibilities by training, coaching and developing the team. The Operations Manager will be responsible for motivated & engaging staff and to ensure the staff represents and embraces Kanmo Values and understand Havaianas goals.
**Key Responsibilities**:
- Complete ownership of daily operations of the stores in the region/territory assigned
- Ensure that best customer service is delivered in the stores with "Customer First" approach
- Align store teams to Brand goals to achieve daily, weekly, monthly, annual sales target & retail KPIs like ATU, ATV, ASP, Conversion, Customer NPS scores, Loyalty, New Customer enrolment, Shrinkage, Attrition
- Facilitate & track performance on stock-takes & stock audits
- Suggest & implement mechanisms to motivate store staff & Area managers - incentive programs, staff engagement, townhalls etc.
- Design monthly targets and effective incentive schemes for the store staff so as to keep them motivated
- Track & analyze store KPIs/performance vs the targets. Identify areas of improvement & suggest solutions
- Responsible for manpower planning & scheduling of store teams as per power hours / business needs
- Design, update & implement operations SOPs. Use service checklists tools available like Zenput/Gingar/MeazureUp
- Ensure all HR and HSE policies and procedures are adhered to
- Reviewing team performance providing immediate feedback (both positive & development) in order to recognize and praise excellent performance
- Hire, train, coach & retain store teams. Assess the training & development needs of the store teams and liaise with Training team to roll-out relevant training programs
- Ensure adherence to integrity & ethical practices by store staff. Take appropriate actions in case of violations
- Proactively co-ordinate with Merchandising, VM, Marketing, HR, Project & Finance teams for smooth operations
- Communicate with mall teams to understand opportunities in terms of activations & mall events being held
- Be the eyes & ears on the ground. Relay feedback to HO about the mall retail environment
**Requirements**:
- Diploma or Bachelor degree holder any field.
- Excellent team player & team leader. Very strong people skills. Extrovert & outgoing
- Should have strong entrepreneurial & leadership skills. High degree of ownership & accountability. Result oriented
- Ability to thrive in an ambiguous and ever changing business environment. Be flexible
- High degree of attention to details. Problem solver. Willing to listen to new ideas and learn continuously
- Excellent time management and stakeholder management skills
- Loves to be on the field, visit stores daily & travel
- Fluent in English - verbal & written
- Strong in MS Office - Excel, Power Point