Operations Manager (Retail Store

Location: Utako, Abuja (FCT)
Employment Type: Full-time
Reports to: General Manager/Managing Director

Job Summary

• The role involves managing store operations, inventory, staff performance, customer experience, sales support, logistics, compliance, and cost control to achieve the Company's operational and financial objectives.
• The Operations Manager ensures that products are adequately stocked, operational standards are maintained, and resources are effectively utilized to maximize profitability and customer satisfaction.
• The Operations Manager is responsible for overseeing the day-to-day operations of the retail store to ensure efficient, profitable, and customer-focused service delivery.

Key Responsibilities
Store Operations Management:

• Ensure all departments function efficiently and collaboratively.
• Oversee the daily operations of the retail store to ensure smooth and efficient business activities.
• Ensure the store opens and closes according to approved operating hours.
• Monitor daily sales activities and operational performance.
• Develop and implement operational procedures and standards.

Inventory & Stock Management:

• Investigate and resolve inventory discrepancies.
• Maintain optimum stock levels to prevent stock shortages or overstocking.
• Supervise inventory planning, receiving, storage, and distribution.
• Ensure proper stock rotation and storage practices.
• Conduct periodic stock counts and reconciliation.
• Monitor fast-moving and slow-moving inventory.

Sales Operations Support:

• Ensure adequate product availability at all times.
• Analyze sales trends and recommend stock replenishment.
• Work closely with the sales team to achieve sales targets.
• Monitor product pricing and display accuracy.
• Support promotional campaigns and seasonal sales activities.

Customer Service Management:

• Ensure excellent customer service standards across the store.
• Monitor customer satisfaction levels.
• Ensure customers receive prompt assistance.
• Resolve customer complaints promptly and professionally.
• Implement initiatives to improve customer experience.

Staff Supervision & Performance Management:

• Coach, mentor, and develop team members.
• Supervise store supervisors, cashiers, sales attendants, warehouse staff, and cleaners.
• Prepare work schedules and duty rosters.
• Conduct performance reviews.
• Monitor employee attendance and productivity.
• Recommend training and disciplinary actions where necessary.

Warehouse & Logistics Management:

• Coordinate inter-store stock transfers where applicable.
• Supervise loading and offloading activities.
• Monitor supplier deliveries.
• Ensure proper warehouse organization.
• Coordinate receiving and dispatch of goods.
• Ensure accurate documentation of inventory movement.

Financial & Cost Control:

• Ensure proper utilization of Company resources.
• Monitor shrinkage and pilferage.
• Minimize inventory losses and wastage.
• Monitor operational expenses.
• Ensure proper cash handling procedures are followed.
• Support budgeting and cost optimization initiatives.

Health, Safety & Compliance:

• Ensure compliance with health and safety regulations.
• Ensure compliance with Company policies and procedures.
• Ensure emergency procedures are understood by staff.
• Conduct routine safety inspections.
• Maintain a clean, organized, and safe store environment.

Vendor & Supplier Coordination:

• Support procurement planning.
• Coordinate product deliveries.
• Resolve supply-related issues.
• Maintain effective relationships with suppliers.
• Monitor supplier performance.

Reporting & Administration:

• Monitor store KPIs.
• Analyze operational performance.
• Provide recommendations for operational improvements.
• Prepare daily, weekly, and monthly operational reports.
• Maintain operational records and documentation.

Key Performance Indicators (KPIs)

• Customer satisfaction rating.
• Staff productivity.
• Profit margin improvement.
• Order fulfilment accuracy.
• Operational cost control.
• Compliance with operational procedures.
• Store cleanliness and merchandising standards.
• Monthly sales target achievement.
• Inventory turnover rate.
• Customer complaint resolution time.
• Vendor delivery performance.
• Stock availability rate.
• Staff attendance and punctuality.
• Inventory accuracy rate.
• Stock loss/shrinkage percentage.

Qualifications

• Professional certification in Operations, Retail Management, Supply Chain, or Project Management is an added advantage.
• Bachelor's Degree in Business Administration, Operations Management, Supply Chain Management, Logistics, Marketing, or a related discipline.

Experience:

• Experience managing household goods, supermarkets, home improvement stores, or consumer goods retail operations is highly preferred.
• Minimum of 5 years' experience in retail operations.
• At least 1–3 years in a supervisory or management role.

Required Knowledge:

• Retail operations management.
• Microsoft Office Suite (Excel, Word, PowerPoint).
• Sales management.
• Supply chain and logistics.
• Cash management procedures.
• Customer relationship management.
• Health and safety standards.
• Retail ERP/POS systems.
• Budgeting and cost control.
• Retail merchandising.
• Inventory and warehouse management.

Supervises:

• Warehouse Officers
• Store Assistants
• Inventory Officers
• Security Personnel (where applicable).
• Sales Associates
• Cashiers
• Store Supervisors
• Cleaners

Required Skills
Technical Skills:

• Process improvement.
• Warehouse management.
• Inventory planning and control.
• Budget management.
• Retail operations management.
• POS and inventory management systems.
• Financial and operational reporting.
• Data analysis.

Soft Skills:

• Leadership and people management.
• Ability to work under pressure.
• Attention to detail.
• Decision-making and problem-solving.
• Conflict resolution.
• Customer service orientation.
• Strong organizational and planning abilities.
• Time management.
• Analytical thinking.
• Excellent communication and interpersonal skills.
• Negotiation skills.

Personal Attributes:

• High level of integrity and accountability.
• Results-oriented.
• Strong sense of ownership.
• Excellent work ethic.
• Ability to multitask effectively.
• Proactive and self-motivated.
• Customer-focused mindset.
• Adaptability to changing business needs.
• Professional appearance and conduct.
• Strong business acumen.

Working Conditions:

• May require weekend, public holiday, or extended-hour work during peak sales periods, promotions, and stock-taking exercises.
• Full-time, on-site role.
• Occasional travel to suppliers, branches, or warehouses may be required.
• Regular movement within the sales floor, warehouse, and receiving areas.

How to Apply
Interested and qualified candidates should their application and CVs to: [email protected] using the job title as the subject of the mail.

Note

• Only candidates that are qualified will be shortlisted.
• Candidates must be living in Abuja and close to Utako.