Senior Retail Operations Manager at CDL Human Resource

MAIN ACCOUNTABILITIES AND ACTIVITIES

• Sales & Performance Management
• Monitor cluster and store performance against KPIs (revenue, conversion, basket size, ASP, MSI, shrinkage, etc.).
• Partner with merchandising and supply chain teams to ensure stock availability, allocation efficiency, and sell-through.
• Lead regional performance reviews, driving accountability and corrective actions.
• Operational Leadership
• Manage and support Cluster Leads to ensure all stores meet revenue, profit, and operational standards.
• Translate retail strategy into actionable operational plans for each cluster.
• Ensure compliance with SOPs, retail standards, and brand presentation guidelines across regions.
• People Leadership & Development
• Provide coaching, guidance, and performance management for Cluster Leads.
• Build leadership capability and succession pipelines across the retail field team.
• Support training, development, and engagement programs that drive frontline excellence.
• Customer & Brand Excellence
• Champion our client Customer Experience framework across all regions.
• Partner with Visual Merchandising and Marketing teams to ensure consistent in-store brand presentation and activations.
• Drive initiatives to raise service, quality, and brand standards across the regional network.
• Operational Efficiency
• Manage cost efficiency across clusters, including payroll, shrinkage, inventory accuracy, and operational expenses.
• Support new store openings, relocations, and refurbishments in collaboration with Property and Projects teams.
• Implement process improvements to enhance operational scalability and efficiency.
• Cross-functional Collaboration
• Act as liaison between retail field operations and HQ functions (HR, Finance, Product, Marketing, Supply Chain).
• Support integration of ERP and digital tools to strengthen operational execution.
• Contribute to strategic projects including loyalty rollout, retention strategies, and new retail concepts.

EDUCATION/KNOW-HOW & COMPETENCIES

• Know-How, Technical Skills and Experience
• Bachelor’s degree in Business, Retail Management, Fashion Merchandising, or related field. MBA is an added advantage.
• 8+ years’ experience in multi-store retail management, with at least 3 years in a senior role overseeing multiple regions/clusters.
• Demonstrated success in driving sales growth, operational efficiency, and customer experience in fashion, lifestyle, or consumer retail.
• Strong commercial acumen, analytical skills, and people leadership capability.
• Experience in fast-paced, multi-country or regional retail environments