Position: Operations Director

Department: Operations

Reports To: CEO

Location: Dubai

The Operations Director will oversee and manage the day-to-day operational activities across all departments of The Closet. This role ensures operational efficiency, process improvement, and alignment with company goals. The individual will be responsible for monitoring retail and online operations, inventory management, logistics, customer service, and team coordination to achieve optimal performance and an excellent customer experience.

Key Responsibilities

Retail and E-Commerce Operations:

1. Supervise daily operations in retail stores and ensure adherence to SOPs. Oversee the e-commerce platform, ensuring seamless order processing, fulfillment, and delivery.
2. Monitor online and retail sales targets and ensure they align with business objectives.
3. Review and analyze operational performance metrics, identifying areas for improvement.

Team Leadership:

1. Lead and motivate teams across various departments (sales, customer service, logistics, and fulfillment).
2. Conduct regular meetings with department heads to ensure alignment and progress toward objectives.
3. Facilitate cross-departmental collaboration to ensure smooth communication and workflow.
4. Provide coaching, training, and performance evaluations to enhance staff capabilities.

Inventory and Stock Management:

1. Oversee inventory control systems to ensure accurate stock levels and timely replenishments.
2. Coordinate with the Product Management and Fulfillment teams to streamline inventory processes.
3. Ensure stock availability for both retail and online stores, monitoring fast-moving and high-value items.
4. Manage returns, exchanges, and damaged stock processes in collaboration with the Fulfillment team.

Logistics and Delivery:

1. Oversee logistics and delivery operations for seamless coordination with third- party couriers and in-house delivery teams.
2. Ensure timely and cost-effective delivery of orders, maintaining high customer satisfaction.
3. Analyze logistics costs and develop strategies to optimize spending and improve efficiency.

Customer Service Excellence:

1. Monitor customer service operations to ensure timely and professional responses across all channels (in-store, email, WhatsApp, and social media).
2. Develop strategies to improve customer satisfaction and retention rates.
3. Address escalated customer complaints or issues and ensure resolution to maintain a positive brand image.

Process Improvement and SOP Development:

1. Evaluate existing processes, identify inefficiencies, and implement improvements to streamline operations.
2. Develop and update Standard Operating Procedures (SOPs) to ensure consistency and compliance.
3. Introduce automation tools and software integrations where applicable to enhance productivity.

Reporting and Analytics:

1. Prepare regular operational reports for management, highlighting key metrics such as sales, delivery times, inventory accuracy, and customer satisfaction.
2. Use data analysis to identify trends, assess risks, and recommend solutions for operational challenges.

Event and Marketing Support:

1. Collaborate with the marketing team to plan and execute events such as roadshows, VIP private viewings, and product launches.
2. Ensure operational readiness for marketing campaigns, including logistics, stock allocation, and customer service preparedness.

Compliance and Quality Assurance:

1. Ensure compliance with all company policies, procedures, and regulatory requirements.
2. Maintain the quality and authenticity of products, especially high-value luxury items.
3. Monitor store cleanliness, presentation, and adherence to luxury brand standards.

Skills and Qualifications

• Education: Bachelor’s degree in Business Administration, Operations Management, or a related field. Master’s degree preferred.
• Experience: Minimum of 5–7 years in operations management, preferably in retail or e-commerce. Luxury retail experience is a plus.
• Strong leadership and team management skills.
• Excellent communication, organizational, and problem-solving abilities.
• Analytical mindset with a strong focus on data-driven decision-making.
• Proficiency in relevant software (e.g., inventory management systems, CRM tools, e-commerce platforms like Shopify).