Head of Retail Operations

Job Title: Head of Retail Operations

Department:
Retail Operations

Location:
Head Office (with frequent field travel across all retail outlets)

Reporting to:
Chief Executive Officer / Chief Operating Officer

Direct Reports:
Regional Managers, Store Operations Managers, Store Managers, Visual Merchandising Lead, Loss Prevention Lead, Training & Onboarding Lead, Logistics/Field Support

Employment Type:
Full-time, Senior Leadership (C-level/Head-of)

Position Summary (TL;DR)

The Head of Retail Operations will own end-to-end retail execution for Japan Electronics' store network — ensuring excellence in store operations, sales performance, customer experience, cost control, inventory management, workforce productivity and compliance. This senior leader will design scalable processes, lead a multi-disciplinary operations team, drive omnichannel in-store integration, and ensure the brand delivers consistent, measurable retail KPIs across all outlets.

Key Responsibilities

1. Strategic & Operational Leadership

• Set the strategic direction for retail operations to achieve revenue, margin, and customer experience targets.
• Design and scale retail operating model (store formats, SOPs, staffing norms, operating hours, loss prevention, store opening/closing playbooks).
• Lead store network expansion planning in coordination with Real Estate & Finance.
• Build operational dashboards and a monthly/weekly performance cadence.

2. Sales & Commercial Execution

• Drive sales growth through merchandising, product mix optimization, pricing, promotions execution, and cross-sell/up-sell programs.
• Partner with Marketing for campaign execution, in-store activations, and conversion optimization.
• Implement revenue management techniques (promotional analysis, markdown optimization).

3. People, Productivity & Culture

• Define store staffing model, role JDs, KPI scorecards and career paths.
• Lead capability building for store managers and area managers (coaching, mystery shopping, performance calibration).
• Ensure labor productivity improvements and enforce attendance/roster discipline.

4. Customer Experience & Omnichannel

• Standardize in-store customer journeys and service protocols; ensure brand promise is delivered consistently.
• Integrate online & offline touchpoints (click & collect, in-store returns, BOPIS, customer support handoffs).
• Implement NPS/CSAT programs and close feedback loops.

5. Inventory, Merchandising & Supply Chain Coordination

• Own store inventory accuracy, shrinkage control and ageing stock reduction.
• Implement perpetual inventory best practices, cycle counts, and reconciliation cadence.
• Coordinate with Supply Chain for replenishment, store-level demand forecasting and capacity planning.

6. Visual Merchandising & Store Standards

• Ensure compelling VM execution in line with brand guidelines: planograms, POSM, window displays, and experiential zones.
• Manage third-party vendor execution and in-store compliance.

7. Loss Prevention, Safety & Compliance

• Establish loss prevention controls, audit protocols and security measures.
• Drive store safety standards, compliance with labour laws, and workplace health & safety.

8. Budgeting, Cost Control & P&L Ownership

• Prepare and manage store-level budgets (opex), payroll cost controls, and P&L contribution analysis.
• Deliver cost efficiency while protecting top-line and customer satisfaction.

9. Reporting & Governance

• Produce weekly/monthly/quarterly operational reports; present to CEO/Board as required.
• Lead cross-functional initiatives with IT, HR, Finance and Marketing.

Deliverables / Day Plan (Sample)

• First 30 days:
  Store visits, team assessment, baseline operational KPI dashboard, quick-win list.
• First 90 days:
  Implement SOP fixes, standardized onboarding for store managers, pilot omnichannel processes.
• First 180 days:
  Roll out inventory control program, shrink reduction plan, formal training curriculum.
• First 365 days:
  Improved store KPI targets (GMV, conversion, transaction value), lower shrinkage, stabilized labor cost %, and scalable store opening playbook.

Required Experience & Qualifications

• Bachelor's degree in Business, Retail Management, Supply Chain, or equivalent (MBA preferred).
• 10–15+ years
  total experience with at least
  5–8 years
  in senior retail operations role for large-format retail, supermarket/chains or consumer electronics.
• Mandatory:
  Experience working with/at advertising & retail-driven environments or large retail chains (benchmarked to brands like Imtiaz, Chase Value, Metro, etc.).
• Experience in multi-unit retail operations, P&L responsibility, and omnichannel retail implementations.
• Proven track record in inventory control, shrink reduction, and productivity optimization.

360° Skills & Competencies (Must-have)

1. Strategic Thinking & Execution:
   Translate strategy into operational plans and measurable outcomes.
2. Retail P&L Acumen:
   Strong financial literacy—GM, EBITDA, payroll %, shrink impact, LFL sales.
3. People Leadership:
   Ability to lead large field teams, coach managers, build talent pipelines.
4. Operations Excellence:
   SOPs, store audits, merchandising, VM, workforce planning.
5. Merchandising & Category Sense:
   Understand product assortments, space productivity, planograms.
6. Supply Chain Coordination:
   Demand forecasting, replenishment, store-level logistics.
7. Data-driven Decision Making:
   KPI dashboards, BI familiarity, use of CRM/POS/IMS data.
8. Customer Experience Design:
   Journey mapping, service standards, VOC programs.
9. Change Management:
   Lead transformation projects—systems, processes, people.
10. Loss Prevention & Risk Management:
    Control frameworks, audits, compliance.
11. Stakeholder Management:
    Works with Marketing, IT, Finance, Legal, Property teams.
12. Tech Savviness:
    Comfortable with POS systems, ERP, WMS, analytics tools; affinity for digital retail.
13. Negotiation & Vendor Management:
    Contracting store services and third-party vendors.
14. Communication & Presentation:
    Board-level reporting, cross-functional influencing.
15. Adaptability & Resilience:
    Hands-on during peak retail periods and rapid change.

Key Performance Indicators (KPIs)

• Like-for-like (LFL) sales growth (monthly / quarterly)
• Conversion rate & average transaction value (ATV)
• Store gross margin and overall retail GM%
• Shrinkage rate / inventory variance %
• Overtime & payroll cost as % of sales
• On-shelf availability / stockout rate
• Store compliance score (audits & VM)
• Customer satisfaction (NPS / CSAT)
• Time-to-open new stores (project milestones)
• Employee turnover in store operations

Stakeholder Map

• Internal:
  CEO/COO, Head of Marketing, Head of Merchandising, Finance, HR, IT, Supply Chain, Real Estate, Legal.
• External:
  Vendors, franchise/landlords, security firms, logistics partners, advertising & field agencies.

Organization & Authority

• Authorized to approve store operational budgets up to defined limits (specify amounts).
• Authority to hire/terminate store management roles within agreed HR policies.
• Escalation authority to CEO for exceptions, CAPEX approvals beyond delegated limit.

Success Profile (What success looks like in 12 months)

• Clear, standardized SOPs across 100% of stores; visible improvements in store compliance score.
• Positive LFL growth (achieving or exceeding target).
• Shrinkage reduced by X% (target to be set).
• Effective omnichannel pilot deployed (click & collect / BOPIS) with measurable conversion uplift.
• Strong second-line leadership in regional teams ready for promotion.

Job Description Footer (Administrative)

• Job Grade:
  Senior Leadership (specify band)
• Working Hours:
  Standard plus retail peak requirements (including weekends/holidays as needed)
• Travel Requirements:
  Up to 40–60% field travel (store visits)
• Location:
  Head Office + field

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