Unit Manager_OPERATIONS_UAE

Role Overview

Unit Manager – Operations for Land Mark, based in the UAE. The Unit Manager is chiefly responsible for meeting store targets—both financial and non-financial—and shall work in conjunction with the Operations Management team to ensure that all operational systems and procedures are adhered to and that there are no breaches in relation to Health & Safety within their stores.

Role Purpose

To support the Frontline team and encourage them to take full ownership and accountability of their assigned areas and make decisions as such. The Unit Manager will work with the Mall Management team and other external stakeholders to ensure that an excellent working relationship is in place and that all requests, opportunities, and areas of concern are actioned and brought to the attention of the Regional Operations Manager as necessary in a timely manner.

Key Responsibilities

Sales and Commercial Performance

• Oversee the preparation of outlet budgets for your geographical area of responsibility and present back to the Regional Operations Manager or Head of Operations.
• Work with team of Team Leaders to maximize sales and profitability of the outlet by identifying internal opportunities.
• Ensure strict controls are in place and manage cost of goods and staffing costs, feeding back any concerns on an ongoing basis.
• Conduct in-store reviews in order to analyze customer profiles and make recommendations to the Regional Operations Manager or Head of Operations.
• Provide ongoing feedback on local competition and event activities and make suitable recommendations.
• Conduct monthly reviews with direct reports on Standard Operating Procedure delivery and submit action plans with agreed timelines on how any opportunities or areas of concern can be rectified or actioned.

Inventory Management and Procurement

• Seek feedback from the team and customers on satisfaction of redemption and merchandise items and feedback any concerns or comments to the Buying team.
• Work with Procurement team to ensure that all new stock lines are communicated at unit level and that they are available within the unit in a timely manner.
• Ensure pricing of merchandise agrees with the retail pricing on the corresponding warehouse weekly report.
• Monitor any product returns to the warehouse on a monthly basis and follow up with the unit or warehouse as necessary.
• Ensure the agreed number of lines are always available on the redemption counter as per the redemption stocking policy.
• Work with Procurement team to ensure that seasonal calendar of events is followed and product in merchandise and redemption areas is most relevant.

Business Management and Development

• Seek opportunities to identify new business opportunities within units and try new ideas.
• Work with the Head of Operations or New Business Manager on the roll-out of new projects to agreed costing and staffing levels.
• Keep abreast of local opportunities and Mall developments and report back findings in a timely manner.
• Monitor offers and promotions in competitor sites and liaise with Head of Operations or Marketing Department on counter offers or suggestions.

Operational Standards and Management

• Work closely with team to move machines and games, monitoring payouts to drive maximum revenue possibilities from the current product mix.
• Ensure the store is in compliance with Standard Operating Procedures and Customer Service standards.
• Ensure the store is in compliance with company policy on employment and state laws, health and safety standards.
• Ensure the store portrays the company image in all aspects of personal presentation and adheres to the company dress code as laid out by the company.
• Ensure store sales and promotions are planned effectively, executed promptly, and maintained professionally at all times.

People Management

• Be a role model for direct reports and lead by example in everything you do.
• Encourage open, honest feedback from direct reports and follow up or action as necessary.
• Assist the Team Leaders in grievance handling and disciplinary actions as necessary.
• Ensure skill development of all staff within the business, identifying future talent potential.
• Encourage and lead team building and customer care initiatives.

Qualifications & Experience

• Hotel Management Graduate, or Retail Hospitality Management, or Commerce Graduate.
• MBA or equivalent.
• 5 years overall experience.
• 3 years in Leisure, Retail, or Hospitality Industry, preferably with Full Profit & Loss responsibility of a single business unit.

Skills & Competencies

• Advanced knowledge of retail processes and entertainment, leisure, and hospitality industry.
• Advanced knowledge of merchandising, stock management, and inventory processes.
• Leadership skills.
• Result orientation.
• Teamwork and collaboration.
• Communication skills.
• Analytical skills.
• Planning and organizing skills.
• Customer service orientation.
• Coaching and mentoring skills.