Retail Operations Director

About this role:

• Strategic Leadership & Retail Planning:
• Develop and execute retail operations strategies aligned with corporate objectives.
• Establish retail KPIs, performance standards, and operational targets for all store locations.

• Review operational performance regularly and implement improvements based on customer insights, market trends, and business needs.

• Retail Operations Management:

• Oversee daily retail operations to ensure consistent service quality, store readiness, and brand standards.
• Implement and monitor SOPs, workflows, and quality controls to enhance efficiency and reduce operational gaps.

• Ensure optimal staffing, scheduling, and resource allocation across all stores.

• Risk, Compliance & Governance:

• Ensure compliance with retail policies, HSE requirements, and regulatory standards.
• Conduct operational audits, identify risks, and implement mitigation measures.

• Maintain documentation, reporting accuracy, and audit readiness across all retail operations.

• Store Performance & Customer Experience:

• Monitor store KPIs, sales performance, customer satisfaction levels, and operational efficiency.
• Lead initiatives that enhance customer experience, visual merchandising quality, and inventory accuracy.

• Analyze performance gaps and ensure corrective actions are implemented promptly.

• Project Management & Store Development:

• Oversee planning and execution of new store openings, refurbishments, and relocations.
• Conduct feasibility studies, coordinate with cross-functional teams, and ensure stores meet operational, budget, and safety standards.

• Track project progress and ensure timely commissioning.

• Budgeting, Financial Oversight & Cost Control:

• Prepare and manage the retail operations budget, ensuring cost efficiency and alignment with financial targets.
• Monitor expenditures, analyze variances, and implement cost-control measures.

• Manage vendor contracts, procurement processes, and service-level agreements.

• Team Leadership & Capability Building:

• Lead and develop area managers, store managers, and retail operations teams.
• Set performance goals, conduct evaluations, and provide coaching to build team capability.

• Foster a high-performance culture focused on accountability, customer service, and continuous improvement.

• Stakeholder & Cross-Functional Collaboration:

• Act as the primary liaison between retail operations and leadership, HR, finance, marketing, IT, and supply chain.
• Strengthen partnerships with landlords, vendors, and external partners to support retail operations.

• Provide regular operational reports, insights, and recommendations to senior management.

• Innovation, Technology & Continuous Improvement:

• Introduce digital tools, automation, and data analytics to enhance efficiency and visibility.
• Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.

• Identify and implement innovative retail solutions that elevate performance and customer experience.

• Occupational and workplace Health and Safety responsibilities
  :

• In addition to all job specific responsibilities, all employees are required to adhere to all Khidmah health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations. All employees are personally responsible to familiarize themselves with these policies, procedures, practices, updates, etc. Khidmah HSE department regularly updates existing and introduce new policies, procedures and practices and each employee is personally responsible to ensure they stay updated and compliant with all such updates and new additions.

• Information Security responsibilities:

• Comply with Khidmah Information Security Policies
• Be aware of and fulfil their information security responsibilities
• Ensure whoever handles sensitive company information have taken the Security Awareness Training
• Know how to report a security incident (to IT ServiceDesk or InfoSec).
• Not Disable his/her OS firewall and/or Antivirus
• Restrict use to authorized purposes, Protect access accounts, privileges and associated passwords.
• Accept accountability of his/her individual user accounts, and maintain confidentiality

Qualifications:

• Bachelor's degree in business administration, Retail Management, Operations, or a related field (required).
• MBA or similar postgraduate qualification is preferred.
• Certifications in PMP, Lean Six Sigma, or Retail Operations are an added advantage.
• 10+ years of experience in retail operations or multi-store management.
• At least 5 years in a senior retail operations leadership role.
• Strong ability to set direction, lead multi-site teams, and drive operational performance.
• Expertise in streamlining processes, enforcing SOPs, and maintaining high service and quality standards.
• Skilled in enhancing store performance, service delivery, and overall customer satisfaction.
• Proficient in budgeting, cost control, KPI monitoring, and data-driven decision-making.
• Capable of leading store openings, upgrades, and operational improvement initiatives.
• Effective stakeholder engagement and strong interpersonal and communication skills.
• Able to resolve operational challenges and drive continuous improvement and digital adoption