Omni Channel/Retail Manager

Job Description

TheOmni-Channel cum Retail Manager reports to the General Manager/Director andworks closely with the retail operations, e-commerce, marketing, warehouse,customer service, and finance teams. The role collaborates across departmentsto ensure seamless integration between online and offline sales channels,delivering operational excellence and an exceptional customer experience. Theorganisation is committed to fostering a high-performance, customer-centric culturethat promotes teamwork, innovation, continuous improvement, and the ongoing development of its employees.

Specific Responsibilities

1. RetailOperations Management
-Manage the day-to-day operations of retail stores to ensure smooth andefficient business operations.
-Monitor store performance, sales targets, and key performance indicators(KPIs).
-Ensure high standards of customer service and in-store customer experience.
-Oversee visual merchandising and product presentation to maximise salesopportunities.
-Ensure compliance with company policies, operational procedures, and workplacesafety requirements.
-Resolve operational issues and customer escalations promptly andprofessionally.

E-Commerce & Omni-Channel Management
-Manage the company's e-commerce platforms, including website and onlinemarketplaces.
-Develop and implement strategies to increase online sales, traffic, andconversion rates.
-Ensure seamless integration between online and offline sales channels,including Click & Collect, in-store fulfilment, and returns managementwhere applicable.
-Monitor website performance, customer journey, and user experience to improveconversion and customer satisfaction.
-Coordinate product listings, pricing, promotions, and content updates acrossall digital channels.

Technical Skills and Competencies

-Ability to integrate and manage online and offline retail channels to deliver a seamless customer experience and maximise business performance.record keeping
-Proficiency in managing e-commerce platforms (e.g. Shopify), including product catalogue management, pricing, promotions, and website administration.
-Ability to oversee daily retail operations, ensuring efficient store performance, compliance with operational procedures, and excellent customer service.
- Ability to analyse sales data, identify trends, monitor KPIs, and recommend strategies to improve revenue and profitability.
-Knowledge of inventory planning, stock replenishment, cycle counting, stock transfers, and inventory optimisation across multiple sales channels.
- Understanding of order processing, warehouse coordination, shipping, returns management, and last-mile delivery operations.
- Ability to manage customer interactions, loyalty programmes, customer feedback, and service recovery to enhance customer satisfaction and retention.
- Knowledge of online marketing campaigns, email marketing, social media promotions, SEO, SEM, and marketplace promotional activities.
- Ability to plan product assortment, pricing, visual merchandising, and promotional strategies to maximise sales opportunities.
- Ability to prepare budgets, monitor operational expenses, analyse profit margins, and optimise business costs.
- Ability to interpret business reports and dashboards using retail and e-commerce metrics to support strategic decision-making.
-Proficiency in using Point-of-Sale (POS) systems, inventory management software, ERP systems, and digital retail technologies.
- Ability to manage online marketplace platforms or other relevant channels, including listings, promotions, and performance monitoring.
- Ability to evaluate operational workflows, identify inefficiencies, and implement continuous improvement initiatives to enhance productivity and customer experience.
- Knowledge of retail operational policies, workplace safety requirements, data protection regulations, and company compliance standards.
-Ability to coordinate withsuppliers, logistics providers, and external partners to ensure productavailability and operational efficiency.

Duration of Attachment : 6 months