Head of Operations & Growth

The Operations Officer will oversee and coordinate end-to-end retail operations to ensure operational excellence, sales growth, cost control, and consistent execution across outlets. The role requires a strong understanding of procurement and supply chain principles, close collaboration with the Procurement Officer, and direct accountability for sales performance, stock availability, operational standards, and marketing execution within a retail environment.

Key Responsibilities

Operations Oversight

• Provide overall operational oversight across retail outlets, ensuring consistency in processes, service standards, and execution.
• Enforce and continuously improve SOPs covering store operations, inventory handling, merchandising, and customer service.
• Supervise outlet performance, resolve operational bottlenecks, and drive continuous improvement initiatives.

Sales & Revenue Performance

• Own operational contribution to sales targets and revenue growth.
• Analyze sales trends, product performance, and customer behaviour to identify growth opportunities.
• Drive execution of upselling, cross-selling, pricing strategies, promotions, and product placement.
• Work closely with outlet teams to improve conversion rates, basket size, and overall sales productivity.

Supply Chain & Procurement Coordination

• Coordinate with the Procurement Officer to align purchasing plans with sales forecasts and operational demand.
• Review supplier performance, lead times, pricing impacts, and stock movement from an operational perspective.
• Ensure optimal stock availability while minimizing overstocking, expiries, and slow-moving inventory.

Marketing & Trade Execution

• Oversee execution of in-store marketing, promotions, product launches, and trade marketing initiatives.
• Ensure brand standards, pricing accuracy, and visual merchandising are consistently applied.
• Provide market intelligence on competitor activity, pricing, and consumer trends.

Controls, Reporting & Compliance

• Monitor operational KPIs including sales, margins, stock turn, shrinkage, and service levels.
• Prepare operational performance reports and actionable recommendations for management.
• Support stock audits, loss prevention, and compliance with internal controls and policies.

Requirements

• Bachelor’s degree in Business Administration, Finance, Procurement, Marketing, or related field.
• 5+ years’ experience in retail or FMCG operations, with multi-outlet exposure preferred.
• Strong understanding of procurement and marketing processes (planning, forecasting, pricing, inventory control).
• Proven track record in driving sales performance and operational efficiency.
• Strong leadership, analytical, and decision-making skills.