Operations Manager

Confidential; Dubai; On-site; AED 150,000 - 220,000; Full time

Job summary

Confidential is seeking an Operations Manager to oversee performance across a large retail cluster. You will align Area Managers and Store Managers with brand standards, drive commercial results, and elevate customer experience.

You will own territory KPIs, lead weekly business reviews, ensure execution of promotions, and partner with Marketing, VM, Merchandising, HR and Finance to deliver integrated plans while developing frontline leaders.

Qualifications

• Bachelor’s degree in business administration, retail management, or operations is required.
• 7–10 years in large-format or specialty retail operations with multi-store leadership (Area/Cluster).
• Experience managing international retail brands, ideally in sports, fashion, or lifestyle.
• Strong P&L understanding and commercial acumen with high-volume retail experience.
• Lean Six Sigma, retail operations or project management certifications are an advantage.

Responsibilities

• Lead Area Managers and Store Managers to ensure consistent daily store execution across territories.
• Ensure stores follow retail standards, SOPs, safety, and compliance.
• Own territory KPIs including revenue, conversion, ATV, UPT, productivity, shrinkage, and customer service results.
• Conduct structured store visits with follow-up actions and performance tracking.
• Collaborate with Marketing, VM, Merchandising to execute promotions and launches.
• Forecast annual store performance and assist budgeting with Operations Director.
• Assist with stock availability, replenishment, and assortment alignment across stores.
• Build leadership pipelines and frontline capabilities with HR.
• Represent Operations in cross-functional strategic discussions.

Skills

P&L management

KPI analysis

Customer experience

People leadership

Cross-functional collaboration

Project execution

Education

Bachelor’s degree in business administration, Retail Management, Operations, or related field

Master’s degree preferred

Tools

Lean Six Sigma Certification

Retail Operations Certification

Project Management Certification

Job description

The Operations Manager is responsible for overseeing the operational performance of a large cluster or multiple territories within the retail network. The role ensures best-in-class store execution, operational consistency, and commercial performance while driving elevated customer experience and strong team development. This position acts as the key operational bridge between Area Managers, Store Managers, and the Operations Director—ensuring flawless delivery of retail standards, business strategies, and cross-functional initiatives.

ROLE RESPONSIBILITIES

Store Operations Leadership

• Lead and support Area Managers and Store Managers to ensure consistent daily store execution across all assigned territories.
• Ensure all stores follow retail standards, operational SOPs, safety protocols, and compliance expectations.
• Own territory operational KPIs including revenue, conversion, ATV, UPT, productivity, shrinkage, and customer service results.
• Perform structured store visits with follow-up actions and continuous performance tracking.

Commercial & Business Performance

• Lead weekly and monthly business reviews with Area Managers and Store Managers to analyze sales trends, identify gaps, and build action plans.
• Ensure effective execution of promotions, campaigns, and seasonal launches in line with Marketing, VM, and Merchandising teams.
• Build annual store performance forecasts and support budgeting with Operations Director.
• Work closely with Merchandising and Allocation teams to ensure product availability, replenishment, and assortment alignment across all stores.
• Provide structured feedback on stock gaps, assortment performance, customer buying trends, and SKU productivity.
• Support Area Managers in ensuring stores execute brand visual standards and floor-set requirements.

People & Performance Management

• Lead and coach a team of Area Managers, supporting their development, performance management, and succession planning.
• Partner with HR to build strong frontline capabilities, training pathways, and leadership pipelines.
• Ensure stores are properly staffed, schedules optimized, and labor aligned with productivity targets.
• Drive a high-performance and customer-first culture across the territory.

Process Excellence & Compliance

• Monitor store compliance across operational checklists, LP guidelines, audit standards, and health & safety requirements.
• Lead operational improvement initiatives, driving consistency and efficiency across all districts.
• Support roll-out of new retail systems, tools, and processes, ensuring adoption by store teams.

Cross-Functional Collaboration

• Work closely with Operations, Merchandising, VM, Marketing, HR, and Finance to deliver integrated commercial and operational plans.
• Represent Operations in brand, business, and strategic discussions when delegated by the Operations Director.
• Act as escalation point for Area Managers, resolving operational issues and coordinating with relevant departments.

ROLE REQUIREMENTS

• Bachelor’s degree in business administration, Retail Management, Operations, or a related field is required. A master’s degree is preferred but not mandatory.
• 7–10 years of experience in large-format or specialty retail operations, including at least 3–5 years in multi-store leadership at Area Manager or Cluster Manager level.
• Proven experience managing international retail brands, preferably in the sports, fashion, or lifestyle industries.
• Strong P&L understanding and demonstrated commercial acumen, with experience managing high-volume retail operations. Multi-country experience is an advantage.
• Certifications in Lean Six Sigma, Retail Operations, or Project Management are an advantage.
• Multi-store retail leadership, operational strategy, and execution.
• Commercial acumen, P&L management, financial performance, and KPI analysis.
• Customer experience, service excellence, and retail standards.
• Inventory management, stock flow optimization, and visual merchandising execution.
• Retail compliance, audit standards, and process improvement.
• People leadership, coaching, and talent development.
• Cross-functional stakeholder management and project execution.