Job Summary: The Retail Operations Manager will provide overall guidance and direction for all park retail purchases and will be the primary person responsible for assessing what products the company should sell, how much of those products should be bought, and which suppliers will best meet the needs of the park retail plan. He/ She will control related operational budgets including cost of goods sold, freight and the resulting profit margins. Liaises with external and internal partners including the Farah shared services teams. This position ensures that the retail departmental merchandising team achieves the set strategic targets and KPI’s.
Key Duties and Responsibilities:
To ensure the professional, safe, and efficient operation of the merchandising division.
Negotiate with suppliers to get the best cost to the operation and at the same time ensure that they can fulfill the merchandise requirements in a timely fashion, while maintaining a high-quality product.
This position will be closely collaborating with the intellectual properties (IP) creative and retail management teams to develop new and innovative products and high quality guest presentations.
The Retail Operations Manager will work closely with other members of the retail management team to better understand and effectively manage team-based and individual goals and business philosophies while maintaining high levels of facility quality and guest satisfaction.
Responsible for the strategic management of resources (including retail inventories) and budgets to ensure the park and company meet all established financial goals.
The Retail Operations Manager studies customer’s needs and identifies trends in the marketplace. He/she will then apply this knowledge to help the company become more profitable.
To actively demonstrate a strong personal commitment to the business vision. Shows an entrepreneurial mindset that helps the organization evolve, innovate, and remain as leading edge and effective as possible.
To develop and introduce new bespoke merchandise to cater for the strategic business model of the park.
Attends tradeshows and conferences to stay abreast of industry standards and discover new product resources.
To attend training and development programs in order to promote personal and career growth. To implement strategic inventory management process for the department.
To create and deliver job specific training and competency testing to colleagues or nominate them for training in order to equip them with the necessary skills, knowledge and attitude to perform their job effectively and deliver out of this world experiences.
To conduct colleague performance appraisals in a timely, fair and constructive manner in order to promote their personal and career growth.
To coach and discipline colleagues in a fair and consistent manner in order to motivate and improve performance.
To entertain, engage and empower colleagues in order to reduce turnover and increase retention.
To interview and recommend candidates for available positions while adhering to the UAE labor law and equal employment opportunity policy in order to hire the best suitable candidates for the job.
To be a positive, consistent and fair role model at all times, ensuring high standards of practice are maintained while motivating, influencing and supporting others to accomplish personal, department and company goals.
To communicate relevant information with colleagues in order to improve internal communication within the department and company.
Produce product presentations for senior management and Brand Partners seasonally.
To comply with internal standards at all times in order to drive and improve business excellence through monitoring, measuring, analyzing performance and taking corrective or preventative action.
To understand, follow and enforce all Farah standard operating procedures in order to exceed the operational requirements and ensure guests receive the highest standards of quality and service at all times.
To enforce and adhere to all UAE laws, health, safety & environmental policies, industry and company rules and regulations, reporting any safety concerns or incidents to management in order to minimize risk and maintain a clean, safe and hygienic environment for all guests and colleagues.
To manage emergency situations that may arise in order to minimize possible damage, loss or injury to any guests, colleagues or company property.
To ensure colleague schedules, breaks and/or rotations are fair in order to increase productivity and maintain colleague’s wellbeing. To display a friendly, helpful and cheerful attitude while communicating effectively with our guests and fellow colleagues in order to support the Farah Vision, core values and core service standards.
To represent and promote Farah in a positive manner at all times in order to maintain a professional brand image to all concerned stakeholders.
To listen actively and respond to guest feedback as well as assess and review guest satisfaction index results and trends in order to continuously improve and exceed guest expectations.
To enforce leisure facility rules and provide crowd control in a friendly manner throughout the areas as necessary in order to ensure the guest`s safety and an enjoyable experience.
To provide assistance for exclusive use events when needed, and to assist in the preparations of facilities for special functions, themed evenings, etc. in order to contribute to the success of the company.
To conduct periodic competition checks and/or benchmarking in order to gain learning and make improvements to enhance business performance.
To assist with development of the Retail department budget annually and ensure actual expenses do not exceed the budget in order to increase profit.
Performs other reasonable duties as requested by senior management.
Qualifications, Skills and Experience:
The ideal candidate must have high secondary or equivalent theme park management experience
Five years of retail product merchandising leadership experience in theme parks/hospitality
Possess a fundamental understanding of retail theories and standards, product design and packaging, product sourcing and delivery, contract negotiation, product inventory control, product display, and product pricing and sales
Have knowledge and understanding of computer programs such as Microsoft Office, POS systems, retail inventory control and finance software
Have experience managing and opening a new facility from start-up preferred
Be proficient in writing, speaking, and understanding the English language
Be able to monitor and identify problems proactively. Understanding of how best to utilize all resources available to quickly and effectively solve problems as they occur and with a strong sense of urgency.
Stays current on new retail trends, technologies, and processes emerging in the industry and proactively works to develop new products and services that will improve profits through increased operational efficiency and/or improved guest satisfaction
Have negotiation, interpersonal and leadership skills
Have multitasking skills - Ability to work in a fast paced, fun, and busy environment managing multiple deadlines
Have knowledge on department budgeting, P&L, and open-to-buy development
Farah Experiences LLC was established in 2008 to provide world-class entertainment experiences. Today, the company manages and operates Ferrari World Abu Dhabi, the world’s first Ferrari-branded Theme Park and Yas Waterworld, the UAE’s unique Emirati water theme park. Millions of satisfied guests have already visited the two iconic family attractions set in the heart of Yas Island, ideally located 10 minutes from Abu Dhabi International Airport, 30 minutes from downtown Abu Dhabi and 45 minutes from Dubai.