Retail Operations Manager

House Of Light; Kuwait City; On-site; KWD 15,000 - 30,000; Full time

Job summary

A retail operations company in Kuwait City seeks a Retail Operations Manager to build and lead its operational systems. The ideal candidate will have 7–10 years of experience in operations management, particularly in retail, and a solid background in ERP systems. Responsibilities include ensuring smooth operational flow, developing SOPs, and managing performance metrics. Strong analytical and leadership skills are essential for success in this fast-paced, growing environment.

Responsibilities

• Build and lead operational system across departments.
• Design and optimize operational processes and SOPs.
• Oversee daily order flow and resolve bottlenecks.
• Develop and track operational KPIs for decision-making.
• Lead teams to improve operational efficiency.

Skills

Strong analytical and process-oriented mindset

Excellent leadership and communication abilities

Strong organizational and multi-tasking capability

High attention to detail and commitment to operational discipline

Ability to work under pressure in a fast-paced environment

Fluency in English

Education

7–10 years' experience in Operations Management

Proven experience in offline retail operations

Strong background in ERP systems

Demonstrated success building SOPs and KPIs

Tools

Odoo

SAP

Oracle

Job description

We are looking for a Retail Operations Manager to build and lead HOL’s operational system from the ground up. This role is responsible for creating and managing end‑to‑end operational processes across Sales, Engineering, Customer Service, Warehousing, Purchasing, and Finance to ensure:

• Smooth operational flow
• Accurate and reliable processes
• High stock accuracy
• Fast customer service
• Clear SOPs and measurable performance (KPIs)
• Strong cross‑department alignment

Key Responsibilities:

• Process Design & SOP Development
  1. Design, document, and optimize operational processes across all departments.
  2. Develop clear Standard Operating Procedures (SOPs) and ensure full adoption across teams.
  3. Map current processes (As‑Is) and create improved future workflows (To‑Be).
  4. Conduct training sessions to ensure alignment with new procedures.
• Cross‑Department Operational Leadership
  1. Oversee the daily flow of orders between Sales, Engineering, Customer Service, Warehouse, and Finance.
  2. Resolve bottlenecks, delays, and handover issues between teams.
  3. Ensure every order moves through the correct workflow—from quotation to fulfillment to after‑sales support.
  4. Collaborate closely with the Sales Manager to enforce operational discipline inside showrooms.
• Performance Management & Continuous Improvement
  1. Develop and track operational KPIs including:
     • Order Cycle Time (OCT)
     • Inventory Accuracy
     • SOP Compliance Rate
     • Customer Complaint Resolution Time
     • On‑Time Delivery Rate
  2. Produce weekly and monthly operational dashboards for executive decision‑making.
  3. Lead continuous improvement projects to reduce waste, improve speed, and enhance customer experience.
• ERP & Systems Integration
  1. Work with the IT/ERP team to turn processes into automated workflows (Odoo or equivalent).
  2. Improve data integrity and eliminate manual and off‑system workarounds.
  3. Support the creation of operational dashboards inside the ERP.
  4. Ensure accurate input/output data from all departments.
• Team Leadership
  1. Lead a lean Operations Team (Operations Coordinator + Operations/Process Analyst).
  2. Build a culture of discipline, efficiency, and accountability.
  3. Serve as the operational partner to the CEO and support department managers.

Experience:

1. 7–10 years' experience in Operations Management, Retail Operations, Supply Chain, or Process Management.
2. Proven experience in offline retail operations is strongly preferred.
3. Strong background in ERP systems (Odoo, SAP, Oracle, or similar).
4. Demonstrated success building SOPs, KPIs, and cross‑functional workflows.

Skills:

1. Strong analytical and process‑oriented mindset.
2. Excellent leadership and communication abilities.
3. Strong organizational and multi‑tasking capability.
4. High attention to detail and commitment to operational discipline.
5. Ability to work under pressure in a fast‑paced, growing environment.
6. Fluency in English required (Arabic is an advantage).

Preferred Certifications:

• APICS/ASCM: CPIM, CSCP, or CLTD
• PMP or equivalent is a plus