Operations Manager (1349)

About Us

We're a global retailer employing nearly 3,000 people across the UK and the United States.

Our success is based on strong, long-standing partnerships with the most prestigious luxury watch brands, supported by impactful marketing and powered by leading-edge technology to provide our clients with a modern, distinctive luxury experience. Our clients love us for our exceptional client experience, expertise, and approachability. Our clients are at the heart of everything that we do – we love to wow our clients and make every interaction with us special and memorable.

Job Purpose

The Operations Manager oversees and directs the operations function within the Showroom. He/she is the expert on all Standard Operating Procedures, systems, and tools, ensuring the smooth running of operations to enable the ultimate client experience. The Operations Manager will report to the Showroom Director. The Operations Manager is the heart of the back of house operations. He/she loves not only working with internal and external clients by supporting all sales endeavors but also has a deep appreciation for doing things better. The Operations Manager has strong communication skills and works effectively with sales professionals and other members of management to help drive the business. Sales support, process efficiencies and procedure compliance are the name of the game in operations.

Responsibilities

• Manages employees' issues in accordance with company guidelines and practices.
• Partner with management to successfully and thoroughly board new hires including training on company processes, policies, and procedures.
• Complete all new hire paperwork.
• Act as a role model for company’s “floor-ready” expectations in terms of dress code; behave as a brand ambassador to all audiences.
• Assist with floor coverage to support team in providing a superior experience for clients. Set an example through client interactions and ensure a welcoming environment exists on the floor.
• Support brand image by ensuring all displays and visual areas are in keeping with visual direction throughout the day. Partner with visual merchandising team as needed.
• Address and successfully resolve client situations according to company philosophy and standards.
• Manage daily store operations, including opening and closing the store and scheduling security guards.
• Oversee all shipping and receiving activities including cycle counts, inventory control, and inventory
• Oversee the Service Department working closely with the Repair manager.
• Support, promote and assume responsibility for loss prevention in all areas of risk management, physical security, store cash controls, inventory management.
• Reconcile any merchandise discrepancies, re-ticket merchandise, make necessary price adjustments.
• Manage controllable expenses.
• Oversee that after-sale procedure is maintained at all times.
• Oversee the timely and accurate balancing of operational functions inclusive of mail checks, and invoices.
• Maintain thorough understanding of all policies, procedures and processes. Ensure team adherence to company retail operating and security procedures.
• Ensure digital fluency and systems knowledge, this includes training and education on POS and SAP.
• Completions of all duties as assigned by management.
  
  

Experience

• Previous experience in Operations in a service-related industry.
• High school/college degree
  
  

Skills

• Strong Analytical skills
• Proficient in Microsoft Word and Excel.
• Strong verbal and written communication skills.
• Organized and detail oriented
• Ability to understand and adhere to company standards.
• Flexibility to perform different tasks based on day-to-day business needs.
• Perform opening and closing procedures
• Excellent attention to detail
• Strong organizational skills and ability to multi-task projects in a dynamic, fast paced environment with shifting priorities
• Team-focused with a desire to collaborate effectively
• Innovative, proactive, and strategic
  
  

Working Environment

• Schedule flexibility and availability required to accommodate staff
• Can frequently be interrupted many times during the day
  
  

Living By Our Values Of

• We earn trust and confidence
• We treat everyone with respect
• We care for our communities
• We protect our planet
• We advocate for our industry
• We do the right thing, always