Description:
The General Manager – Operations will oversee end-to-end operational excellence across Japan Electronics’ retail and branch network. This role ensures seamless execution of store operations, sales performance, customer experience, inventory management, workforce productivity, and compliance. The GM will design scalable operational processes, lead cross-functional teams, drive efficiency, and deliver consistent KPIs across all locations.
Key Responsibilities
1. Strategic & Operational Leadership
- Define and execute operational strategies to achieve revenue, margin, and customer experience targets.
- Build scalable SOPs, operating models, staffing plans, and standard processes for multi-unit operations.
- Lead expansion planning, store openings, and operational readiness assessments.
- Develop dashboards and reporting frameworks for performance monitoring.
2. Sales & Commercial Execution
- Drive operational initiatives that support sales growth, promotions, pricing, and product mix optimization.
- Collaborate with Marketing for campaign execution and in-store activations.
- Implement revenue management and operational efficiency strategies.
3. People Leadership & Productivity
- Define team structures, KPIs, and career paths for operational staff.
- Coach and develop store managers, area managers, and frontline teams.
- Enforce productivity, attendance discipline, and operational accountability.
4. Customer Experience & Omnichannel Operations
- Standardize service protocols and customer journey across stores.
- Ensure seamless online-offline integration (click & collect, returns, support handoffs).
- Drive customer feedback programs (NPS/CSAT) and continuous improvements.
5. Inventory, Supply Chain & Merchandising
- Ensure inventory accuracy, shrinkage control, and timely replenishment.
- Monitor ageing stock and implement cycle counts, reconciliations, and best practices.
- Coordinate with Supply Chain for demand forecasting and operational logistics.
6. Visual Merchandising & Store Standards
- Ensure consistent brand execution across stores: planograms, POSM, displays, and experiential zones.
- Manage vendor execution and compliance with in-store standards.
7. Risk, Safety & Compliance
- Implement loss prevention measures, audits, and security protocols.
- Ensure labor law compliance, workplace health & safety, and operational risk mitigation.
8. Budgeting & P&L Ownership
- Manage operational budgets, payroll, cost efficiency, and P&L contributions.
- Deliver operational efficiency while maintaining top-line and service quality.
9. Reporting & Cross-Functional Collaboration
- Produce and present operational reports to CEO/Board.
- Collaborate with HR, IT, Finance, and Marketing to drive operational initiatives.
Experience & Qualifications
- Bachelor’s degree in Business, Operations, Supply Chain, or related field (MBA preferred).
- 10–15+ years of total experience with 5–8 years in senior multi-unit operations or retail/branch leadership.
- Proven track record in managing large teams, P&L responsibility, and operational KPIs.
- Experience in retail, consumer electronics, or large-scale multi-unit businesses.
- Strong exposure to omnichannel operations, inventory management, and productivity optimization.
Core Competencies
- Strategic & operational planning
- P&L management & financial acumen
- People leadership and talent development
- Operational excellence & process optimization
- Supply chain and inventory management
- Customer experience design & omnichannel integration
- Change management & digital adoption
- Risk, compliance, and loss prevention
- Vendor management & negotiation
- Data-driven decision making & analytics
- Communication, presentation, and stakeholder management