The Senior Operations Manager will oversee the strategic direction and operational management of our optical stores, ensuring alignment with the overall vision of the organization. This role involves developing and implementing business strategies, optimizing operations, and enhancing customer experience to maximize profitability and market share.
Key Responsibilities:
1. Strategic Leadership:
- Develop and execute the business strategy for the optical stores in alignment with the overall goals of the organization.
- Identify market trends and opportunities to drive growth and improve competitive positioning.
2. Operational Management:
- Oversee daily operations of the optical stores, ensuring efficient processes and high standards of customer service.
- Implement best practices in retail operations and merchandising and optimizing operational efficiencies to enhance productivity.
- Monitor Key Performance Indicators like Sales growth, profit margins, conversions, Progressive lenses contribution, Average transaction value across all Stores.
3. Sales and Marketing:
- Drive sales initiatives to meet revenue targets and increase market penetration.
- Collaborate with the marketing team to develop and execute promotional campaigns and customer engagement strategies.
- Develop Customer Loyalty programs to leverage life time value of customer cycle.
4. Financial Management:
- Prepare and manage budgets, forecasts, and financial reports for the optical stores.
- Monitor financial performance and implement corrective actions when necessary.
5. Team Leadership:
- Lead, mentor, and develop a high-performing team, fostering a culture of excellence and accountability.
- Ensure staff training on product knowledge, customer service, and sales techniques.
6. Collaboration:
- Work closely with the medical teams in the hospitals to ensure seamless integration of services and customer referrals.
- Build relationships with suppliers and industry partners to enhance product offerings and service delivery.
7. Compliance and Quality Assurance:
- Ensure adherence to all regulatory requirements and industry standards.
- Implement quality assurance measures to maintain the highest levels of service and product quality. Work on customer feedback mediums to track satisfaction and loyalty and improve brand perceptions in the market.
8. Product and Inventory Management:
- Curate a diverse and competitive product portfolio including range of frames, lenses, sunglasses and contact lenses
- Ensure optimal stock levels across the Stores minimizing shortages or oversupplies
- Staying updated with latest advances with the optical trends and technology to introduce innovative products to meet customer needs
