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H&M Retail Operations Leader
2 months ago
The Retail Operations Leader is accountable for achieving the Sales and Profit objectives within the store by implementing strategies to provide an exceptional Customer Experience.
This role involves ensuring the development of a high-performing team, focusing on talent management, leadership development, and structured performance evaluations based on outcomes, values, and leadership principles.
The Retail Operations Leader will operate in compliance with legal regulations and H&M standards, policies, and procedures to fulfill the expectations of both customers and colleagues.
This position reports to the Area Sales Manager and supervises the following roles: Visual Merchandising Manager (based on store volume), Department Manager, Department Supervisor (based on store volume), Visual Merchandisers (based on store volume), Cash Office Responsible (based on store volume), and Sales Associates.
Sales and Profit Management
- Regularly assess and monitor Sales & Profit KPIs, taking necessary actions to optimize results.
- Ensure adherence to store operations, H&M standards, and best practices, including effective scheduling to enhance conversion rates and facilitate commercial activities (such as Moves, Sales, Events, Tasks, and Routines) while delivering outstanding customer service within the allocated sales budget.
- Collaborate with the Area and Store teams to prioritize initiatives and provide insights on store allocations to maintain an optimal garment level that positively influences sales.
- Manage store maintenance efficiently to meet H&M standards and initiate corrective actions as needed.
- Actively work to prevent losses alongside the Store Team, ensuring compliance with all relevant Audit guidelines.
- Participate in executing store routines and tasks, including but not limited to delivery processing, garment handling, markdowns, and price adjustments.
Team Leadership and Development
- Oversee and manage the recruitment, training, development, and succession planning for the Store in alignment with H&M best practices.
- Assess and manage the performance of Store Team members; conduct performance dialogues, development plans, feedback sessions, and follow-ups, taking actions to enhance performance in line with business needs.
- Ensure consistent and transparent communication with the Store team regarding Business Performance, Company Culture & Values, and Country/Sales Market/Area/Store objectives through daily Store Meetings and weekly/monthly Leadership Meetings.
- Address health & safety, legal, and security matters in accordance with H&M standards and local regulations, ensuring the safety of employees and customers at all times.
- Foster a strong Company Culture by encouraging feedback in daily operations and coaching the Store Team to adopt the same approach.
Financial Responsibility
- Hold accountability for the store's sales and profit performance.
- Ensure accurate recording of sales figures and working hours.
