Director - Operations

Role Purpose

The Director of Operations Retail Discount is responsible for defining the Global operations strategy for Retail Discount as well as being directly responsible for the UAE Country Operations in line with organizational objectives and developed strategies. The role holder is responsible for the results of the business and leading the Operations team in line with the expansion plan of the company.

Directing the business operations. As the second highest-ranking executive, the Director is responsible for strategic planning, setting goals, and implementing effective strategies to drive sales, increase profitability, and enhance the overall performance of the retail store.

The role is responsible for ensuring that all stores deliver consistent, high-quality shopping experience. and ensuring a positive outcome for the customer.

is responsible for driving operational excellence, optimizing processes, and ensuring the profitability of all retail discount stores. This role involves overseeing day-to-day operations, implementing strategic initiatives, and ensuring the delivery of superior customer experience while maintaining competitive pricing and inventory levels. The Director of Operations will work closely with senior leadership and cross-functional teams to develop and execute business strategies that enhance store performance, efficiency, and growth.

Role Details – Key Responsibilities And Accountabilities

Operational Strategy

• Ensure the implementation of our merchandise strategy and control its execution on a store level.
• Review market information and propose actions to stay ahead of competition.
• Oversee the development of MAF Retail and Discount Retail’s corporate policies and procedures and monitor the implementation.
• Oversee the application of the product assortment and the quality of product presentation.
• Align with Business Development on store layout/ design and the shelves layout as per the regulation and guidelines.
• Alignment with Business development to ensure regular store/ asset maintenance and validating the contracts.
• Responsible of CAPEX and OPEX management.
• Implement effective stock management practices to support high-turnover, low-margin inventory strategies typical of the retail discount.
• Develop and implement strategies to drive sales growth, enhance customer experience, and achieve revenue targets. Create and execute sales and marketing plans, analyzing market trends and competition.
• versee store operations, ensuring efficient inventory management, adherence to company policies, and compliance with regulatory standards. Manage staffing, training, and scheduling, optimizing productivity and minimizing expenses.
• Foster strong relationships with vendors, negotiate contracts, and monitor product quality and availability. Collaborate with merchandising teams to determine optimal product assortment and pricing strategies.
• Analyze sales data and financial reports, identifying opportunities for improvement and implementing corrective measures.
• In collaboration with the SVP Retail Discount and the Leadership team to influence the creation and communication of company strategy, business priorities and targets for the regional teams and ensure there are systems in place to enable the store managers to drive the communicated strategy.
• Translates the strategic goals into retail operational plans to achieve the required target growth in sales and profitability and identify and optimize promotional opportunities.
• Responsible for the delivery of the entire operating activity related to new store openings for all reporting functions.
• Provide input to SVP Retail Discount in the process of selecting new stores sites based on customer demographics, economics, and competitive considerations to optimize real estate decisions.
• Develop and implement operational strategies that align with the overall business goals, ensuring seamless execution across all retail discount stores. Focus on improving efficiency, reducing costs, and maximizing sales.
  
  

Business Operations

• Follow up new projects during the whole project phases and coordinate synergies between functions.
• Ensure the application of the stores action plans in line with the overall country strategy.
• Oversee the sales dynamics and retailtainment (attractive display, ambiance etc.) in the country
• Oversee that the stock level contributes to the optimisation of the working capital
• Oversee the appropriate application of the business cycle
• Foster a high-performance culture that prioritizes teamwork, accountability, and employee engagement.
• Ensure that all store operations follow company policies, health and safety regulations, and operating country laws.
• Provide regular performance reports and recommendations for SVP Retail Discount.
• Collaborate with the supply chain and merchandising teams to optimize inventory levels, reduce shrinkage, and ensure product availability.
• Follows safe work practices and procedures, reports all accident/incidents and unsafe conditions, completes proper reports, and gives them to the Safety Coordinator. Serve as a team member on the Safety Committee.
• Drive operational excellence in partnership with service delivery teams, regional leaders, and other stakeholders.
• Oversee inventory management to ensure optimal stock levels, minimizing shrinkage and out-of-stock situations. Collaborate with the supply chain team to improve inventory turnover and streamline logistics to maximize efficiency.
• Drive initiatives to enhance customer experience, focusing on ensuring high service standards, product availability, and a clean, welcoming shopping environment in all stores. Monitor customer feedback and implement improvements to exceed customer expectations.
• Develop and manage the operations budget, ensuring alignment with the company's financial goals. Monitor expenses, analyze financial reports, and identify cost-saving opportunities without compromising store quality or customer service.
• Stay informed about market trends, competitor activities, and changes in the retail discount industry. Use insights to adjust operations, product assortment, and pricing strategies to maintain a competitive edge.
• Work closely with the merchandising, marketing, HR, and finance departments to ensure smooth operations and alignment on business strategies. Support new store openings and expansions, ensuring consistent operational standards across all locations.
• Identify opportunities for process improvements, automation, and best practices to enhance operational efficiency. Implement policies and procedures to optimize store operations and ensure compliance with company standards.
  
  

Performance Management

• Elevate skills and capabilities of operations team to deliver on the fundamentals & growth plan.
• Propose and control the application of investments that reinforce the notion of discount, productivity and profitability.
• Initiate comparative studies within the country that can contribute to the efficiency of the commercial concepts.
• Oversee the financial aspects in terms of Financial KPIs, Budget and DOA; to secure the return of investment on current operating projects.
• Analyze store performance data to identify trends, opportunities, and areas for improvement.
• Implement training programs to enhance the skills and capabilities of store teams, promoting a culture of continuous learning and development.
• Proven leadership and management skills; demonstrated effectiveness in accomplishing work through delegation as well as personal contribution; and ability to coach and manage a team.
• Monitor and analyze the performance of all store locations, ensuring key performance indicators (KPIs) such as sales targets, margins, and inventory turnover are consistently met. Take proactive measures to address underperforming areas.
  
  

Human Capital Responsibilities

• Ensure the implementation of the performance management process
• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
• Identify training needs and coordinate with the HC department to ensure facilitation of training requirements
• Oversee the development and implementation of on the job-training
• Ensure constant availability of the required competent staff to support the organization in meeting all its responsibilities, plans, and objectives
• Provide inputs while developing MAF Retail’s corporate policies and relevant procedures, and monitor the implementation
  
  

Disclaimer: This role description reflects the general details considered necessary to describe the principal responsibilities of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent to success in the role.

Definition of Success

• Revenue growth rate
• Net profit margin
• Customer satisfaction and retention
• Employee satisfaction and retention
• Increase in number of customers
• Success of undertaken projects
• Compliance of MAF Retail policies and procedures within country
• Communication and coordination of different functions for synergies of operations
  
  

Other Context (if Applicable)

• N/A
  
  

Functional/Technical Competencies

• To Be Added
  
  

Minimum Qualifications/education

Qualification, Experience & Skills:

• Bachelor’s degree in a relevant field is required, MBA is a preference
• Minimum of 10 years of experience in retail operations, with at least 5 years in a senior leadership role within a discount or value retail environment.
• Proven track record of successfully managing multi-store retail operations and driving business growth.
• Significant experience in leading operations in the food retail discount sector with one of the international discount chains like Viva, Aldi, Lidl, etc.
• Experience in managing large, multi-location retail chains in one or more countries and/or building operations for a new discount retail format.
• Experience in setting up operational structures and processes from scratch, including logistics, store layouts, supply chain management, and distribution networks, as this role will require building the operations function from the ground up.
• Strong project management skills to oversee the rollout of stores, ensure on-time delivery, and coordinate multiple teams. Experience in managing large-scale retail expansion projects.
  
  

Minimum Experience

• 10+ years' experience in a managerial role, with at least 5 years in the retail industry
  
  

Skills

• Demonstrated high level skills in team management
• Good business communication and presentation skills
• Excellent negotiation and stakeholder management
• Strong understanding of retail financials, P&L management, and budgeting
• Deep understanding of store operations, process optimization, and industry best practices.
• Strong strategic mindset and ability to develop and implement business strategies that drive sales growth, improve customer satisfaction, and increase profitability.
• Exceptional leadership skills to inspire and motivate teams, foster a positive and high-performance culture, and effectively manage and develop talent.
• Excellent communication and interpersonal skills to build strong relationships with stakeholders, collaborate with cross-functional teams, and represent the organization professionally in external interactions.
• Making business decisions that have a positive impact on the profitability of the organization to improve the organization’s financial position.
  
  

Strategic Agility

• Manages their part of the organization in the achievement of those strategies that will ensure that the organization delivers on its business goals.
• Strong strategic thinking and analytical skills with a data-driven approach to decision-making.
• Excellent leadership and team management abilities, with a focus on coaching and developing talent.
• In-depth knowledge of retail operations, inventory management, supply chain, and logistics.
• Exceptional communication and interpersonal skills, with the ability to collaborate across departments.
• Strong critical thinking skills and the ability to thrive in a fast-paced, dynamic environment.
• Financial acumen with experience in budgeting, forecasting, and financial analysis.
  
  

Personal Attributes

• Results-driven, with a strong focus on operational excellence and customer satisfaction.
• Adaptable, innovative, and able to anticipate changes in the market and retail landscape.
• Collaborative and open-minded, with a passion for continuous improvement.

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