Head of Operation - Pet Retail Business

Key Responsibilities Sales Operations Director is responsible for leading and optimizing all operational activities across the pet retail business to deliver excellent customer experience, drive profitable growth, and ensure efficient store operations. This role oversees retail operations, inventory management, service operations, staff development, and operational excellence while supporting business expansion and long-term sustainability. 1. Operations Management Develop and implement operational strategies, policies, and standard operating procedures (SOPs). Ensure smooth daily operations across all stores and service departments. Drive operational excellence and continuous process improvement. Maintain consistency in service quality and brand standards. 2. Sales and Financial Performance Drive revenue growth and profitability. Prepare annual budgets and manage operating expenses. Monitor key performance indicators (KPIs) and implement corrective actions to achieve targets. Analyze business performance and identify opportunities to improve productivity and profitability. 3. Inventory and Supply Chain Management Oversee inventory planning, replenishment, and stock control. Ensure optimal inventory levels and minimize shrinkage. Collaborate with suppliers and internal teams to maintain product availability. Improve inventory turnover and assortment efficiency. 4. Service Operations Ensure service operations are executed efficiently and deliver high customer satisfaction. Establish service quality standards and optimize service productivity. Monitor utilization, customer retention, and service performance metrics. 5. Team Leadership and Talent Development Lead Regional Managers, Store Managers, and Operations teams. Develop high-performing teams through coaching and training. Build leadership capabilities and succession plans. Foster a culture of accountability, collaboration, and customer-centricity. 6. Customer Experience Drive customer satisfaction and loyalty. Resolve escalated customer issues effectively. Monitor customer feedback and continuously improve the overall customer journey. 7. Compliance and Risk Management Ensure compliance with company policies and operational standards. Maintain health, safety, and risk management practices across all locations. Monitor audit results and drive corrective actions where necessary. 8. Facilities and Business Development Oversee store maintenance and facilities management. Support new store openings, renovations, and expansion stores. Qualifications Bachelor's degree in Business Administration, Retail Management, Operations Management, or related fields. 8–10 years of experience in retail, specialty retail, FMCG, food service, or service businesses, with at least 5 years in a senior operations leadership role. Proven track record in managing multi-site operations and driving business performance.