The posting
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 / Degree in Food & Beverage Services Management or equivalent
- At least 3 years of working experience in the related field
- Experience in chain outlets will be an added advantage
- Candidates who do not have the academic qualifications but possess at least 5 years relevant work experience may apply
- Excellent interpersonal and communication skills
- Independent, pro-active, good in activities organization
- Good people handling skills with a deep sense of responsibility and commitment
