<p>We are seeking an experienced Operations Manager to lead end-to-end store excellence across key high-traffic transit zones in Shanghai. You will ensure world-class guest experience, strict operational compliance, and superior commercial performance. This role involves orchestrating daily operations, workforce planning, SOP governance, loss prevention, and service recovery while partnering with cross-functional teams including IT, Finance, HR, and Trade Marketing.</p><table><tbody><tr><td><p>Key Responsibilities</p><p>1. Operations Excellence and Store Readiness</p><ul><li>Own daily store readiness protocols including opening/closing procedures, cash integrity, floor recovery, cleanliness, safety checks, and compliance with restricted area regulations.</li><li>Standardize and enforce Standard Operating Procedures (SOPs) regarding service delivery, cash handling, inventory movements, age-restricted sales, and passenger flow management.</li><li>Coordinate with Terminal Managers and Store Supervisors to align staffing levels, task allocation, and peak-hour coverage strategies.</li></ul><p>2. Commercial Drive and Customer Experience</p><ul><li>Partner with Trade Marketing and Category teams to execute promotions, visual merchandising, and planograms; ensure accuracy in pricing and promotional activities.</li><li>Lead service recovery protocols; oversee queue management and peak operational plans to maintain high Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).</li><li>Drive cross-selling, conversion rates, and basket size metrics through effective coaching, daily team huddles, and KPI dashboard analysis.</li></ul><p>3. People Leadership and Workforce Planning</p><ul><li>Lead and develop a diverse team including Guest Experience Managers, Operations Support Assistants, Operations Analysts, and Runners; establish clear goals and regular feedback rhythms.</li><li>Oversee rostering, overtime control, and skills coverage across multiple terminals; ensure completion of onboarding and recurrent training programs.</li><li>Embed a culture of safety, integrity, inclusion, and continuous improvement within the team.</li></ul><p>4. Inventory and Loss Prevention Coordination</p><ul><li>Coordinate with Customer Relations and Loss Prevention controllers to ensure the integrity of bonded stock, manage transfers, and control shrinkage.</li><li>Ensure stock accuracy through cycle counts, discrepancy resolution, and management of damages/returns; adhere to timely Work Orders in collaboration with Planning and Supply Chain.</li><li>Support internal and external audits (cash, inventory, compliance) and close findings with robust action plans.</li></ul><p>5. Maintenance and Store Support</p><ul><li>Align with the Store Maintenance Manager on reactive and preventive maintenance schedules to minimize downtime and impact on guest experience.</li><li>Manage store support logistics with Runners, including stock staging, backroom housekeeping, waste management, and ticketing/labeling.</li></ul><p>6. Data, Reporting, and Continuous Improvement</p><ul><li>Own daily and weekly operational dashboards tracking sales, conversion, CSAT, shrink, compliance, and labor productivity.</li><li>Lead root cause analysis on variances, incidents, and service gaps; implement targeted Kaizen actions for improvement.</li><li>Prepare comprehensive performance updates for the Operations GM, highlighting risks, mitigation strategies, and long-term improvement roadmaps.</li></ul><p>7. Cross-Functional Collaboration</p><ul><li>Collaborate with IT on POS uptime, incident response, and device readiness; work with Finance on cash variance analysis and operational cost control.</li><li>Coordinate with HR on recruitment, scheduling, disciplinary actions, and employee recognition programs.</li><li>Partner with Ecommerce and Loyalty teams on click-and-collect services, omnichannel pickups, and in-store engagement initiatives.</li></ul><p>Qualifications and Experience</p><ul><li>Bachelor's degree in Business, Operations, Retail Management, Hospitality, or a related field.</li><li>7 to 10 years of experience in multi-site retail or high-volume transit retail operations, including at least 3 years in a supervisory or managerial role.</li><li>Proven track record of delivering service KPIs, maintaining operational compliance, and driving commercial growth in high-traffic environments.</li><li>Experience working with airport authorities and adhering to restricted area operational rules is highly advantageous.</li></ul><p>Skills and Competencies</p><ul><li>Strong leadership, coaching, and stakeholder management skills.</li><li>Excellent operational discipline with acute attention to detail; adept at SOP deployment and audit readiness.</li><li>Data-driven decision-making capabilities with proficiency in Excel and BI dashboards; comfortable with POS and various retail systems.</li><li>Ability to remain calm under pressure; effective at service recovery and issue escalation.</li><li>Fluent in both English and Mandarin (written and spoken).</li></ul><p>Preferred Certifications</p><ul><li>Fundamentals in Lean/Kaizen methodologies.</li><li>First Aid and Fire Warden certifications.</li><li>Basic familiarity with IT and POS systems</li></ul></td></tr></tbody></table><p> </p><p> </p><p> </p><p><em>By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. 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