Job Description
The Country Store Operations Manager is responsible for driving Store Operations in fast-paced fashion retail and ensures that the stores in the US market are contributing to turning H&M into a truly customer-centric company. You will work towards securing operational standards and efficiency in the physical store while driving omni sales performance and customer centricity in all parts of your work.
The Country Store Operations Manager is responsible for setting the strategy and Store Operation actions in line with country and Regional goals to maximize sales and profitability in the US. Together with Support Office functions this role will support, coach and follow up Area and store teams on Store Operations processes and routines to secure we offer the best shopping and working experience for customer and colleagues.
Meeting the expectations of customers and colleagues at all times, as well as following H&M procedures and standards, are critical in the success of Store Operations.
This position is based in NY, NY within our Commercial Function and reports to our Commercial Store Manager.
CORE RESPONSIBILITIES INCLUDES BUT IS NOT LIMITED TO:
- Responsible to set long and short-term goals and strategy for Store Operations in the US.
- Collaborate with the Sales Market teams to implement, facilitate and follow up on Store Operations processes.
- In collaboration with the Sales Markets, assess the level of Store Operations in the Areas through regular store visits.
- Secure the planning, roll out, and follow up of both existing and new OMNI Store Operations processes, routines and tools.
- Set the base for excellent direct OMNI customer service in store: secure effortless shopping on sales floor, at the fitting room and cash point.
- Collaborate with the HR team to create trainings to support the optimal roll out and execution of new OMNI tools and initiatives for the stores.
- Coach, drive and empower Area teams to take ownership to drive, facilitate and follow up on the execution and maintenance of store operations execution and maintenance.
- Ensure regular follow ups and regular feedback to Area teams regarding the level of Store Operations in their stores.
- Create dashboards and analysis tools for the Sales Markets and Area teams to utilize and follow up on the performance of key store operations deliverables.
- Assess and follow up on the working experience for Store teams by analyzing available HR key KPI results with other Support office functions and Area teams. Use the results to identify opportunities and implement strategies to improve and/or maintain the best working experience for the Store teams.
- Collaborate with the logistics, Sales Market Controller, and Central Controller to ensure optimal deliveries to the stores to secure zero tote roll over throughout the year.
- Assess and optimize workload processes for the stores in collaboration with the Store Commercial Manager and Central Controller.
- Optimize Store efficiency by working cross functionally to secure benefit realization of developments impacting on Store Operations.
- Analyze and follow up key KPI´s on country level to identify Sales opportunities and set strategies in line with country goals.
- Use and analyze available customer feedback to identify areas of improvement. Take decisions based on global Store Operations processes and routines.
- Provide information for all Support office functions and Area teams on Store Operations benefits and way of working.
- Keep up-to-date with existing as well as new processes, routines and tools, to be able to spread the knowledge in your market.
- Work in line with Support Office functions to develop the Store Operations way of working in the country.
- Ensure Store Operations is secured in the planning prior to implementing projects such as openings, closings, rebuilds & space optimization.
- Collaborate with and Support Business Tech and collaborate across Regional and Local teams.