Chief Operating Officer

Role Description

We are seeking a highly capable, strategic, and results-driven Head of Retail Operations to lead and oversee the organization's overall retail business operations, branch performance, and operational strategies. The successful candidate will be responsible for driving sales growth, improving operational efficiency, managing retail performance, developing business strategies, and ensuring consistent service standards across all retail outlets. This role plays a key part in maximizing profitability, strengthening customer satisfaction, and achieving the organization's long-term business objectives.

Key Responsibilities:

• Develop and implement overall retail operational strategies aligned with company business objectives.
• Oversee daily operations and performance across all retail branches and outlets.
• Establish sales targets, operational KPIs, and performance standards to drive business growth.
• Monitor sales revenue, profitability, operating expenses, and branch performance.
• Develop strategies to increase sales, improve customer retention, and expand market share.
• Lead, guide, and supervise branch managers and retail operations teams to achieve business targets.
• Oversee manpower planning, staff allocation, recruitment, training, and employee performance management.
• Ensure consistent customer service standards and resolve major operational or customer-related issues.
• Monitor inventory management, stock replenishment, product availability, and merchandising standards.
• Develop and implement operational policies, procedures, and standard operating procedures (SOPs).
• Analyze sales trends, customer behavior, market conditions, and operational reports to identify improvement opportunities.
• Implement cost-control measures and process improvements to enhance productivity and profitability.
• Ensure all retail outlets comply with company policies, operational standards, safety requirements, and applicable regulations.
• Coordinate with Marketing, Finance, Purchasing, Warehouse, and other departments to support retail business activities.
• Oversee promotional campaigns, new store openings, and retail expansion initiatives.
• Evaluate branch performance and implement corrective actions where operational targets are not achieved.
• Prepare and present retail performance reports, business analysis, and strategic recommendations to senior management. Qualifications
• Bachelor's degree in Business Administration, Retail Management, Marketing, Management, or a related field.
• Strong knowledge of retail operations, multi-branch management, and business administration.
• Good understanding of retail sales strategies, inventory management, merchandising, and customer experience.
• Strong leadership capabilities with the ability to manage multiple branches and cross-functional teams.
• Knowledge of budgeting, financial performance, cost control, and profitability management.
• Ability to analyze sales data, operational KPIs, and business performance reports.
• Familiarity with POS systems, ERP platforms, and retail management software.
• Excellent strategic planning, decision-making, and problem-solving skills.
• Strong communication, negotiation, and stakeholder management abilities.
• Good understanding of workforce planning, employee development, and performance management.
• Ability to manage multiple operational priorities and drive organizational improvements.
• High level of accountability, integrity, and commercial awareness.
• Results-oriented, proactive, and committed to operational excellence, customer satisfaction, and sustainable business growth.