Operations Manager

OBJECTIVE/ PURPOSE OF THE JOB

This role will be reporting into the General Manager and be responsible for leading the sales operations and technical support team of diverse brands to maximize profits, whilst minimizing operating cost. The incumbent will support strategic brand implementation and market penetration by seeking opportunities and initiatives that improve organizational financial performance and result in an outstanding customer experience

KEY RESPONSIBILITIES

• Manages the day-to-day operations for variety of brands and retail outlets, form B2B, B2C and events management
• Drives and delivers all financial KPIs, including sales and profits budgets for retail (Technogym and Sea bob).
• Provides solutions that address performance issues in a timely and effective manner
• Monitors activities of retail and technical service team to meet set customer service delivery standards
• Ensures team's adherence to internal SOP, policies and guidelines
• Delivers an impeccable customer service experience in all retail outlets and customer/ business installation sites in relation to their respective individual brand identities
• Reinforces strict compliance with all relevant health & safety legislation and requirements in all outlets
• Assists the General Manager in planning and implementing new strategic promotional activities, working closely with principals
• Manages the relation between internal stakeholders in alignment with the principals/ brand guidelines.
• Acts as first point of contact for arising customer complaints, queries to maintain customer referral business to ensure immediate resolution
• Monitors conjointly with Supply Chain Manager, sales and technical support team, customer feedback obtained to devise monthly action plan to GM
• Enhances team capabilities to reinforce operational efficiencies & customer service standards to meet product life cycle, entailing deliveries dispatching lead times and maintenance process
• In charge of selecting the right gear/uniforms as per the job requirements principles of each brand.
• Plans monthly/yearly maintenance interactions with customers in order to ensure equipment are at required level of operation and schedule visits when applicable and according to principles standards.
• Responsible with the support of the technical supervisor for team's work schedule and tasks assignment as per arising clients' requests
• In consultation with technical supervisor and Supply Chain manager devises inventory forecast, service equipment tools per brand
• Reinforces and plans preventative maintenance measures as per arising client demands or forecast schedule
• Responsible for overall fleet management selecting and maintaining vehicle fleet(sales fleet, maintenance trucks and delivery trucks) in order to keep deliveries and distributions on schedule and within its established budget.
• Liaises with vehicle leasing companies for all matters ranging from ensuring legal aspects (Registration, Accident management, fines etc…) to contracts renewal and negotiation
• Plans monthly/yearly maintenance interactions with customers in order to ensure equipment are at required level of operation and schedule visits when applicable and according to principles standards.
• Responsible with the support of the Technical supervisor for team's work schedule and tasks assignment as per arising clients requests
• In consultation with Technical