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Retail Operations Senior Manager/Director, Europe (London Head Office Based)
Michael Kors
London, , United Kingdom
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Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.
If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!
Retail Operations Senior Manager/Director - Store Systems & Business Process
MAIN JOB OBJECTIVE
The Retail Operations Store Systems Manager is responsible for leading the development, execution and optimisation of retail tools and systems across the Michael Kors brand in Europe. This role leads the design of all store systems and four wall tools, process and system optimisation that will deliver efficiency and accuracy across the business to drive results. The role should continually strive to deliver the best in class customer experience in Michael Kors stores.
MAIN JOB RESPONSIBILITIES
OPERATIONS & ADMINISTRATION:
• Define implementation strategies for new technology to ensure the best in class customer experience in Michael Kors retail stores
• Responsible for identifying operational strategies in process and systems that will drive speed and efficiency; define action plans to ensure execution
• Continually drive further improvements in store engagement to improve in store customer experience
• Manage the support and administration of key tools and systems used in the retail field from POS, T&A, MMS, Scheduling and all four wall related tools and systems
• Engage with Operations team members to understand and keep abreast of current system and technology needs within the field
• Play a key role in long-term planning of the retail operations function, including an initiative geared toward operational excellence
• Support IT by maintaining the highest of visibility for the store operations and attending appropriate meetings and management forums, providing a central point of information for all related IT activities in store
• Assist with the operational and commercial relationship management of third party suppliers with regards to stores operations
• Support and manage the execution of operational system requirements for the stores in the European business
• Develop the strategic technology vision and roadmap guiding the selection and definition of solutions enabling key business capabilities aligned with strategic business objectives
• Identify trends and gaps with existing systems and processes and to seek opportunities and propose projects to improve systems, processes and infrastructure
• Provide retail technology leadership and build strong vendor relationships to influence product roadmaps while managing contractual arrangements and service-level agreements
• Represent the brand at all times through consistent knowledge of the business, selling, and customer service
• Maintain proficient knowledge of all in-store systems
• Maintain expert knowledge across all Operational policies & procedures
• Exhibit proficiency in computer programs used by Michael Kors including: Word, Excel
• Exhibit proficiency in creative programs needed for communication, including: Powerpoint, InDesign
COMMUNICATION & PROCESS:
• Lead change management in efforts on key tool and system projects in stores
• Partner with the retail operations communications manager for the definition and delivery of the training programme for the Systems being trialled or rolled out.
• Partner with Operations Managers to understand critical systems to the business and relevant vehicles to best engage management and stores
• Strategise with Retail Operations director on growth, change and technology opportunities within Michael Kors EU
• Develop and manage stakeholder relationships, working cross functionally at all levels from store staff to senior retail management
• Consistently look for areas of opportunity within current store tools and systems
• Engage feedback at the store level and with Retail field to identify further system needs within the field
• Support feedback and strategy from Field Operations on needs from the field on both process and system & tool improvements
PROJECT DELIVERY:
• Deliver successful IT strategies to support 4 wall management, efficiencies and revenue drivers
• Work with IT on various projects; identify and implement process improvements to maximize efficiencies.
• Create ROI / Business case / requirements for all future IT / system proposals
• Manage UAT and Business process
• Support NSO Operations within region as necessary
COSTS CONTROL:
• Submit all cost needs through Retail Operations Director for approval
• Be the retail lead on all RFP reviews and vendor IT selection
• Continually strive to reduce costs
We are an Equal Opportunity Employer M/D/F/V