Operations Manager - Lusaka - Lusaka, Zambia

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Responsibilities include but are not limited to
Manage rotas ensuring adequate cover for the shop floor for customer service opening & closing times, replenishment. Sending a month in advance to the team.
Lead and be responsible on recruitment, interviews, selection, training and development of new employees
Carry out annual performance reviews on each team member in order to manage and motivate individuals as well as providing clear direction and support
Responsible for the induction and development of the team by providing on the job training and assessing progress, through written reviews and probations
Completing payroll activities, including sending new starter, employee changes and leaver information to HR accurately and on time. Train and develop the team to ensure they deliver outstanding customer service
Reviewing the team performance providing immediate feedback (both positive and development) in order to recognize and praise excellent performance and to develop areas of need
To identify and proactively manage any poor performance issues using appropriate company policy.
Completing and updating all retail targets and communicate to the team.
To ensure all HR and H&S policies and procedures are adhered to.
To comply with Data Protection and GDPR regulations relevant to the business and ensure correct practice is adhered to.
Support the Head of Retail by ensuring a consistent and exceptional standard of customer service in all retail locations
Build a good supportive relationship with Head of Retail, the Buyer and the Management team.
Communicate effectively both verbally and written.
Deputize for the Head of Retail in their absence
Ensure the retail shop is always presented and merchandised to the highest standards whilst maintaining focus on the most profitable items and ensuring delivery of the retail KPIs
Focus on increasing Sales, ATV and conversion to drive margin and profit and achieve targets.
To understand daily, weekly and monthly store targets, clearly identifying what this means in terms of sales, profitability, costs, staffing levels and ensuring this information is communicated effectively to the team
Completing the morning briefs, a daily deployment planner which will enable you to focus the team to drive customer service and sales
To ensure outstanding presentation and visual merchandising standards are maintained at all times. Ensure the shop is tidy, clean and full at the end of the day.
Understanding the impact that visual merchandising and balance of price points has on the customer conversion, average spend and gross profit margin results
Opening, closing and cashing up correctly, ensuring all paperwork for the day has been completed correctly, including targets for the next day and a comprehensive handover
Ensure all staff are kept up to date on changes to products, offers and promotions.
To reduce stock loss in store. Observes safety and security procedures. Reports any misuse or theft of stock Head of Retail.
To comply with legislation requirements concerning the sale of food & Drink

Key Skills
The ability to manage, motivate and inspire others.
Display a positive and proactive approach to lead change.
Highly self-motivated and enjoy working with own initiative
A flexible approach to working hours, including weekend working
Customer service excellence
A positive and ‘can do’ attitude
Working within a team
Passionate, enthusiastic & driven.
Proactive and able to lead a team to achieve results.
Strong communicator verbally and written skills.
Adaptable and flexible to change
Thrives off a busy and dynamic environment.