Operations Manager

Role Overview

This position is a senior operational leadership role focused on running retail operations smoothly while supporting commercial goals across the Middle East and South Africa. The role combines supply chain planning, boutique operations, reporting, client experience, inventory governance, dealer management, and cross-market coordination to deliver a consistently high-end luxury retail experience.

Supply Chain and Logistics

• Work with the commercial team to compile yearly, quarterly, and monthly demand forecasts.
• Lead quarterly sales forecasting and coordinate with headquarters to keep inventory at the right level.
• Oversee inventory planning and improvement across boutiques and warehouses.
• Define and implement buffer stock levels where appropriate.
• Ensure the right products are available for events by supervising consignments.
• Assist the trade marketing team with PLV dispatch and stock tracking.

Sales Operations

• Support the commercial team in reaching monthly targets through effective product allocation.
• Take ownership of all retail invoicing activities.
• Build and improve Excel-based models to support monthly allocation decisions, including watch pickups, instant sales estimates, boutique stock, and replenishment needs.
• Develop policies, procedures, and retail management initiatives.
• Track stock in trade, including stock counts and identification of seasonal best-sellers.
• Ensure the team follows procedures for sales orders, consignments, carnet ATA, and related processes.
• Coordinate waiting and deposit lists with partners, clients, and retail teams to manage firm orders properly.
• Monitor the quality of iCM entries after client visits and correct issues quickly through coaching and follow-up.
• Maintain client event lists for all event formats, including manufacture, international, and local events.
• Handle logistics for client trips, including gifts and experience arrangements.
• Collect and report exhibition and event data to management, then follow up with retail teams on a bi-monthly basis for three months after each event while maintaining a tracker.
• Lead daily operations across boutiques and points of sale.
• Ensure retail standards, policies, and procedures are applied consistently.
• Set up operational processes that improve efficiency and support business growth.
• Review boutique performance and identify opportunities for improvement.
• Make sure boutiques operate in line with local laws and company requirements.
• Serve as the main operational contact for boutiques, regional office, and headquarters.
• Carry out regular boutique visits and operational audits across the region.

Back Office and Administration

• Oversee back-office tasks such as credit and debit notes and stock adjustments.
• Help retail and sales teams respond to availability-related requests.
• Coordinate intercompany transfers between UAE and KSA.
• Arrange returns and buybacks when applicable.
• Keep product pricing and specifications updated.
• Track receivables and retailer credit limits in coordination with the Managing Director.

Reporting and Analytics

• Partner with boutique managers to support sales targets and wider commercial goals.
• Monitor key indicators such as sales performance, conversion rate, average transaction value, client retention, CRM activity, traffic productivity, and stock turn.
• Review boutique results and recommend practical action plans.
• Help boutique managers improve sales output and operational effectiveness.
• Promote accountability and strong performance across the team.
• Check POS opening and closing documentation.
• Manage Booster processes, including accuracy checks, new door creation, issue resolution, and retailer sell-out declaration monitoring.

Customer Service and Client Experience

• Support the regional customer service center and boutiques in resolving client questions and complaints.
• Improve after-sales processes where possible.
• Align processes across regions and networks to deliver a smooth client experience.
• Maintain a premium luxury client journey across all locations.
• Ensure hospitality and client service standards are followed.
• Drive retail excellence initiatives.
• Support boutiques in managing VIP clients and high-value transactions.
• Review client feedback and put improvement measures in place when needed.
• Make sure clienteling and CRM activities are carried out consistently.

Inventory and Stock Management

• Oversee regional inventory planning and stock allocation.
• Protect stock accuracy and overall inventory integrity.
• Track stock levels and product availability across all locations.
• Coordinate transfers between boutiques and markets.
• Work with headquarters on allocation and replenishment decisions.
• Lead annual stock counts and cycle counts.
• Investigate inventory variances and apply corrective actions.

CRM and Client Development

• Promote CRM adoption and strong clienteling practices across the region.
• Track CRM KPIs and client engagement activities.
• Ensure client information is captured correctly and databases are kept up to date.
• Support local strategies for client acquisition and retention.
• Work with the marketing team to improve event outcomes and follow-up actions.

Boutique Projects and New Initiatives

• Support boutique launches, renovations, relocations, and other special projects.
• Coordinate implementation of new systems and operational processes.
• Lead readiness work for new business initiatives.
• Ensure retail and client experience improvement projects are delivered successfully.

Dealer and Partner Management

• Build and maintain strong operational relationships with dealer partners.
• Ensure brand standards and retail guidelines are respected.
• Track sales performance, inventory management, and CRM execution.
• Conduct regular business reviews and operational assessments.
• Manage the Qatar DJWE and Bahrain Jewellery Arabia exhibitions and be present full time at both.
• Support dealer-operated points of sale in South Africa.
• Ensure proper brand presentation and operational compliance at partner locations.
• Review commercial results and identify opportunities for growth.

Business Analysis and Management Reporting

• Prepare weekly, monthly, quarterly, and annual retail reports.
• Present performance reviews to senior management.
• Build action plans based on business performance and market trends.
• Monitor budgets and operating expenses.
• Recommend ways to improve profitability and efficiency.

Compliance, Security, and Risk

• Ensure full compliance with company policy and luxury retail practices.
• Maintain security standards for high-value inventory.
• Monitor cash handling and transaction controls.
• Follow audit requirements and regulatory obligations.
• Manage operational risk and business continuity planning.

Travel and Collaboration

The role requires frequent travel across the UAE, Saudi Arabia, Qatar, and South Africa for boutique visits, operational audits, training sessions, and business reviews.

Key internal partners include the Regional Managing Director, Regional Marketing Manager, Finance, Supply Chain and Logistics, CRM, Human Resources, and the headquarters retail, commercial, and operations teams. External relationships include dealer partners, service providers, and security partners.

Education and Experience

A bachelor’s degree in Business Administration, Retail Management, Luxury Management, or a similar discipline is required. The ideal candidate should bring 8 to 10 years of retail operations experience, including at least 5 years in luxury retail, watchmaking, jewelry, fashion, or premium lifestyle brands. Experience across multiple markets is essential, along with exposure to both directly operated and dealer-operated retail networks. A strong understanding of luxury client expectations and retail excellence is important.

Skills and Competencies

The role calls for strong leadership, stakeholder handling, commercial judgment, inventory control, operational planning, and analytical capability. Candidates should also be comfortable with CRM, process improvement, project management, team coaching, change management, and working across cultures and markets with professionalism and discretion.

Success Measures

• Regional sales performance
• Boutique profitability
• CRM engagement results
• Client satisfaction
• Inventory accuracy
• Stock aging control
• Retail audit outcomes
• Boutique compliance scores
• Employee engagement and retention
• Training completion
• Event conversion and client development results
• Operational efficiency and cost control

Additional Information

This is a strategic and operational leadership role responsible for ensuring that every boutique and point of sale delivers an exceptional luxury experience while meeting commercial objectives across the Middle East and South Africa region.

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