Area Manager

The Area Manager oversees the operations of a group of stores in a given area/district (between 8 to 12 outlets). He/she is responsible for developing business opportunities, managing the area's operational and service excellence plans. In addition, he/she oversees the order fulfilment processes for customers to ensure seamless customer experience across all channels. He/she is also responsible for driving the organization's innovation and productivity aspirations across the group of stores.

He/she operates in a fast-paced environment where he/she is required to attend to operational and service excellence issues across a group of stores with varied characteristics.

He/she promotes a positive working culture across the stores and drives the achievement of sales results.

He/she is energetic, adaptable, highly-driven and sales-oriented. He/she also possesses strong people management skills and is able to engage with management and key stakeholders.

Specifically, this role exists to:

Develop business opportunities

Analyze new market trends, business opportunities and market segments in global and local landscape

Facilitate implementation of organization strategies

Operationalize and manage governance, risk and compliance within area/district

Drive sales performance within area/district

Research and analyze business opportunities

Responsible for operations and profit of the stores

Mentored, coached and directed the store in-charge to maximize long-term sales profit

Responsible for all P&L controllable

Investigate any cash variance and take steps to identify the causes

Report to Operations Manager in the event of any suspected irregularity due to theft, fraud etc

Analyze product movement; co-ordinate inter-transfer of products between stores; review standard order as and when necessary

Review and analyze the sales, compare them, find the reason for increase or decrease and write a report with an action plan on how to improve

Recommend sales improvement strategies to Operations Manager

Assist Operations Manager on year end budgeting

Drive service excellence

Develop service operations

Optimize workforce for service excellence

Manage partnerships for service excellence

Develop a service recovery framework

Manage service brand

Lead with service vision

Analyze service quality and customer satisfaction

Handle customer complaints and help to recover customer confidence

Deliver operations excellence

Manage and review store operations and processes within area/district

Maintain and manage store facilities within area/district

Integrate business continuity management into retail operations

Manage crisis situations

Develop or modify systems to ensure compliance with corporate governance and social responsibilities

Lead setup of new stores

Monitor and analyze sales records

Allocate and monitor budget expenditure within area/district

Conduct crisis assessment

Review historical sales and market trends to forecast sales

Oversee the overall operation of stores under his/her charge.

Maximize manpower resources through effective staff deployment and scheduling within the sales area under his/her charge

Built and ensure compliance with all securities; workplace and food safety procedure and policies; sanitation; QSAV guidelines and all other relevant regulatory requirements

Check and coach supervisors on Marketing/Promotion and Display Merchandising for individual stores

Prepare for the operation of new store after project handover

Investigate reasons for defective products and, if necessary, alert the Operations Manager on product recall and consult him for action

File all Product Recall Reports; co-ordinate with Operations Manager to replace the recalled stocks; closely monitor customers’ reactions before and after product recall

Conduct cash-product audit at least daily on selected stores

Conducted audit check to ensure compliance with Company’s policies and procedures (i.e. cash control, inventory, staff roster/attendance/punch card etc)

Periodically conduct store operations review with Store Supervisor to review checklists and ensure proper execution of policies and procedures

Complete the documentation of store observation in accordance with standard practice guidelines

Drive innovation and productivity aspirations

Lead and motivate team to contribute to productivity improvement and innovation

Conduct productivity diagnosis to recommend areas of improvement

Develop an action plan to implement productivity and innovation initiatives

Facilitate implementation of productivity and innovation initiatives

Evaluate potential ideas that may contribute to productivity improvement and innovation

Responsible of launched execution on new products and processes

Conduct formal “store walks” to ensure that outlet conditions, customer service and satisfaction, product quality, freshness, availability, variety, display etc are in accordance with policies and standard operating procedures

Manage teams

Provide direction and guidance to team leaders

Develop team leaders' capabilities

Promote workforce diversity

Influence team's decision making

Responsible for and ensure outlet strength, leadership and development of the team members

People development: Monitor and track performance of team members through proper appraisal review and feedback system

Responsible & ensure all staffs comply with SOP

Mentor, coach and direct the store in-charge to maximize long-term profit

Improve stores operating standards and service quality

Approve staffs' schedule and provide the necessary information for payroll processing

Provide counselling to staff who are underperforming

Recommend staff for promotion or termination

Plan and participate in staff recruitment interview

Manage customer order fulfilment

Define and revise order fulfilment policies and procedures

Review customer satisfaction

Manage order processing, fulfilment and returns of customer orders

Requirements

Professional Certificate, Diploma or Advanced / Higher / Graduate Diploma