Retail Operations Manager

About the Role

Swatch Group is seeking a Retail Operations Manager to oversee and coordinate all retail operational activities across its boutiques in Jeddah and Makkah, Makkah region. This full-time role ensures business continuity, operational readiness, and compliance with operational standards, acting as the operational owner of boutique infrastructure and support services.

Key Responsibilities

• Oversee daily operational readiness, ensuring boutiques are fully operational before opening and properly secured after closing.
• Conduct regular operational inspections and monitor compliance with operational standards and company procedures.
• Manage boutique opening and closing procedures, including secure control of master keys and coordination of emergency access.
• Coordinate preventive and corrective maintenance activities, following up on requests and ensuring all boutique facilities remain operational and compliant.
• Support Brand Managers in resolving escalated customer issues and coordinate operational actions to address customer concerns promptly.
• Act as the primary operational liaison between Retail Operations and support departments, coordinating with Logistics, Warehouse, IT, Finance, Government Relations, HR, and external service providers.
• Conduct operational compliance audits, monitor the implementation of company procedures, and identify process improvement opportunities.
• Prepare weekly and monthly operational reports, monitor KPIs, track maintenance trends, and support retail expansion projects.

Qualifications and Experience

• A minimum of 5-10 years of relevant experience in retail operations management.
• Demonstrated ability to oversee and coordinate operational activities across multiple retail locations.
• Experience in facility management, maintenance coordination, and customer issue resolution.
• Strong understanding of operational standards, compliance, and security procedures.

Key Performance Indicators

Performance will be measured against key indicators including Boutique Operational Readiness, Boutique Opening and Closing Compliance, Operational Audit Score, Maintenance Response Time, Customer Complaint Resolution Time, and Operational Compliance Score.

Working Relationships

The Retail Operations Manager will work closely with internal stakeholders such as the Country Manager, Brand Managers, Warehouse & Logistics, Finance, HR, and IT. External relationships include landlords, maintenance contractors, security providers, mall management, and other service providers.

Challenges of the Role

Key challenges include maintaining operational consistency across multiple boutique locations, coordinating activities without disrupting commercial performance, ensuring rapid response to incidents, supporting business growth while maintaining excellence, and protecting boutique infrastructure to ensure business continuity.