Concept Manager Retail Operations Manager - Landmark Group

The Landmark Group began its journey in 1973 with one store in Bahrain and has grown into one of the largest retail and hospitality conglomerates in the Middle East Africa and India. Currently the Group operates over 2200 outlets encompassing over 30 million square feet across 21 countries.

Job Description

The primary focus of the concept manager is to achieve their concept sales and customer satisfaction targets. Implement concept initiatives and programs by working closely with the territory head and the territory team aligned to the territory business plans.

Key Focus Areas & Responsibilities:

• Responsible for Territory/Regional sales targets gross and nett profit.
• Plan and implement regional initiatives to drive sales by use of shukran data monitoring and increasing ATV UPT and conversions and executing focused trade marketing activities in stores.
• Plan and implement multichannel concept retail strategy in the region/territory.
• Increase ecomm channel business contribution in the region/territory.
• Monitor and drive productivity through optimizing returns per square feet & sales per employee benchmarks. Monitor productivity targets and use retail benchmark to maximize return.
• Regularly gathers market and competitor information about the products prices locations offers and promotion. Share the information with concept and regional teams to assist in improving concept offering.
• Ensure concept standards guidelines are implemented in stores and meet audit and concept requirements.
• Organize the design modification refurbishment or closure of stores in accordance with the Concept development plans and standards.

Category & Inventory Management

• Responsible for category management in the territory/region.
• Ensure the right product mix per store in the region/territory. Use store business intelligence report.
• Understanding of pricing promotions and manage markdowns / discounting for the territory / region and take necessary actions to deliver targets.
• Know the trends in the market and provide regular update to concept buying team.
• Ensure newness in the store target 50% fresh inventory in every store.
• Replenishment of product make initial allocation min max reduce store return by 50%.
• Manages and builds on the assortment (product mix) in the store.
• Regularly connects with the concept planning teams to manage allocations as per business requirements.
• Manages and ensures 100% stock availability across all stores.

Customer Focus

• Ensure store manager and staff in store are trained to provide excellent customer experience. Monitor and make sure that the staff are delivering promised customer experience.
• Plans and manages to deliver excellent customer service from entrance to checkout.
• Builds a culture where Store managers emotionally serve and personally engage with high spending customers in every store as per the concept or territory guidelines.
• Manages and increases the Shukran enrollment & conversions. Target top 30% top Shukran customers.
• Ensure stores layout and merchandize meet concept standards and provide the right customer experience.
• Monitor NPS & MSN scores and have plans to improvise and meet concept benchmarks.

People Focus

• Embed the value behaviors and build a strong culture of trust and engagement in the region/territory.
• Responsible to coach and support Area Managers/Store managers to perform and grow in the organization.
• Engage and motivate the team in stores across the region/territory conduct town halls & listen to feedback.
• Drive and implement the group concept regional/territory engagement activities in stores.
• Participate in store engagement events.
• Ensure a fair and transparent performance and talent review process is implemented.
• Proactively engage and retain high potential talent. Implement recognition and reward programs.
• Reduce attrition and build succession to grow talent from within. Responsible for developing successors.
• Plan and implement the localization agenda as per local regulations.
• Responsible for manning productivity targets. Look for continuous improvements.

Operation Focus

• Plan and implement the VM and marketing guidelines as per concept requirements.
• Regularly look for opportunities to improve innovate and optimize store operations.
• Meet safety and security requirements as per local legislation and company standards.
• Comply with local regulations and meet business standards.
• Ensure smooth store business operations in the region. Work closely with regional teams.