Operations Manager

Position Summary: The Operations Manager will be responsible for ensuring efficient and effective operations across all retail stores and the e-commerce platform. This role will oversee inventory management, staff scheduling, store operations, and process improvements. The ideal candidate will have a strong background in retail operations, excellent leadership skills, and a keen eye for detail.

Key Responsibilities:

Operations Management:

• Oversee daily operations of the three retail stores and the e-commerce platform, ensuring seamless integration between physical and online sales channels.
• Develop and implement operational policies and procedures that align with company goals, and ensure all staff are trained and compliant with these standards.
• Conduct regular reviews of store operations to identify areas for improvement and implement necessary changes to enhance efficiency and productivity.
• Coordinate with other departments, such as marketing and finance, to ensure cohesive operations that support overall business objectives.

Inventory Management:

• Manage inventory levels across all stores and the e-commerce platform to ensure optimal stock availability without overstocking, using data analytics to forecast demand accurately.
• Coordinate with suppliers and logistics partners to ensure timely delivery of products, negotiating favorable terms and maintaining strong relationships to secure reliable supply chains.
• Conduct regular inventory audits, both scheduled and random, to ensure accuracy of inventory records and resolve any discrepancies promptly.
• Implement inventory management systems and technologies to streamline tracking, ordering, and restocking processes.

Staff Management:

• Recruit, train, and supervise store managers and staff, fostering a culture of teamwork, accountability, and continuous improvement.
• Develop comprehensive staff schedules that ensure adequate coverage during peak hours while optimizing labor costs.
• Conduct regular performance evaluations, provide constructive feedback, and develop professional development plans to support staff growth and retention.
• Address any staff-related issues promptly and effectively, maintaining a positive and productive work environment.

Customer Service:

• Establish and maintain high standards of customer service across all stores and the online platform, ensuring a consistent and exceptional shopping experience.
• Address and resolve customer complaints and issues promptly, implementing feedback systems to capture and act on customer insights.
• Train staff on best practices in customer service, including communication skills, product knowledge, and handling difficult situations.
• Monitor customer service metrics, such as response times and satisfaction scores, and implement improvements as needed.

Sales and Marketing Support:

• Collaborate with the sales and marketing team to plan and execute promotions, sales strategies, and marketing campaigns that drive traffic and sales both in-store and online.
• Monitor sales performance daily, weekly, and monthly, identifying trends and opportunities for growth, and adjusting strategies accordingly.
• Ensure visual merchandising standards are met in all stores, working with store managers to create engaging and attractive displays that align with marketing campaigns.
• Provide insights and feedback to the marketing team based on in-store and online customer interactions and sales data.

Financial Management:

• Prepare and manage budgets for store operations, tracking expenses closely to ensure adherence and identify areas for cost savings.
• Monitor financial performance metrics, such as gross margin and operating margin, and develop strategies to improve profitability.
• Conduct financial analysis and reporting, providing regular updates to senior management on the financial health of store operations.
• Implement financial controls and procedures to safeguard company assets and prevent losses.

E-commerce Management:

• Oversee the e-commerce platform to ensure a seamless shopping experience, coordinating with the web development team to maintain site functionality and user experience.
• Monitor online sales performance, analyzing key metrics such as conversion rates, average order value (AOV), and cart abandonment rates.
• Develop and implement strategies to boost online sales, including SEO optimization, digital marketing initiatives, and user experience enhancements.
• Coordinate inventory between the physical stores and the e-commerce platform to ensure consistent product availability and fulfillment efficiency.

Qualifications:

• Bachelor's degree in Business Administration, Retail Management, or a related field.
• Proven experience in retail operations management, preferably in the fashion industry.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent organizational and multitasking abilities, with a keen eye for detail.
• Proficient in inventory management software, e-commerce platforms, and MS Office.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with staff, suppliers, and customers.

Key Performance Indicators (KPIs)

Sales Performance:

• Achieve monthly and quarterly sales targets for each store and the e-commerce platform, with detailed tracking and reporting.
• Year-over-year sales growth, with specific targets for both in-store and online sales channels.

Inventory Management:

• Maintain an optimal inventory turnover rate, balancing stock availability with minimal excess inventory.
• Reduce the percentage of stock-outs and overstock situations, with specific targets for each store and the e-commerce platform.
• Ensure accuracy of inventory records, aiming for a minimal discrepancy rate during audits.

Customer Service:

• Achieve high customer satisfaction scores, with regular surveys or feedback forms to capture customer experiences.
• Maintain a low average response time to customer inquiries and complaints, with targets for response and resolution times.
• Monitor the rate of customer returns and exchanges, implementing strategies to reduce these rates.

Staff Management:

• Reduce employee turnover rate, aiming for a high retention rate through effective recruitment and development.
• Achieve high employee satisfaction and engagement scores through regular surveys and feedback sessions.
• Ensure high training completion rates, with measurable improvements in staff performance and competency.

Operational Efficiency:

• Monitor store operational costs as a percentage of sales, implementing cost-saving measures to improve efficiency.
• Reduce the time taken to restock items, ensuring prompt availability of products for customers.
• Ensure adherence to operational policies and procedures, conducting regular audits and reviews.

E-commerce Performance:

• Increase website traffic and conversion rates, with specific targets for user engagement and sales.
• Improve average order value (AOV) and reduce cart abandonment rates through targeted strategies and optimizations.
• Grow e-commerce sales as a percentage of total sales, with specific targets for online revenue growth.

Financial Management:

• Achieve budget adherence and conduct variance analysis to identify areas for improvement.
• Implement cost-saving measures, tracking the savings achieved and their impact on overall profitability.
• Monitor financial performance metrics, such as gross margin and operating margin, with specific targets for improvement.

Promotional Effectiveness:

• Monitor the success rate of marketing campaigns, with specific metrics for sales uplift and return on investment (ROI).
• Reduce customer acquisition cost (CAC), implementing strategies to attract and retain customers cost-effectively.
• Improve the retention rate of customers acquired through promotions, with targeted strategies to enhance loyalty and repeat purchases.

Please apply here and PLEASE SUBMIT A COVER LETTER (careers@keanihawaii.com) telling us why you want to work at Keani Hawai'i and why you feel you are aligned with our female fashion brand.