Retail Operations Manager Zurich, Switzerland

vor 1 Woche

Zurich, Schweiz Philip Morris International Vollzeit

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose - to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions.

For our Direct Retail Team (Swiss Market), we are therefore looking for a Retail Operations Manager in Lausanne or Zurich.

In this position you will be responsible for effectively managing daily operations of retail stores. The role entails contributing to flawless implementation of new processes, operational solutions and tools designed to improve customer satisfaction and increase the performance of store teams. The above is achieved through collaboration with internal departments, regular store visits and store manager ongoing operational support & coaching.

Key responsibilities:
Consumer First
- Evaluating customer comments and complaints in relation to operational procedures and leading the discussion among internal departments to secure adequate solutions
- Analyzing systems, platforms problems and identifying improvement areas to decrease customers’ waiting time in stores
- Overseeing retail operations projects to ensure flawless execution on the sales floor
- Observing and shadowing store managers in their daily routine to increase customer efficiencies
- Identify improvement areas and development opportunities for individual departments based on feedback and input from store managers

Forward-looking
- Driving operational consistency across all IQOS Boutiques in adherence to company’s guidelines
- Efficient planning and prioritization of BTQ operational projects and tasks
- Monitoring monthly IC stores reports and following up in case of discrepancies
- Collaborating with supply chain team on overall stock demand for new opening, events, new product launches
- Evaluating monthly BTQ inventories, coordinating yearly stock counts and managing discrepancies with relevant supply chain and systems teams
- Updating performance related documents for BTQ
- Collaborating with CCB team to update BTQ SOP
- Implementing appropriate EHS standards in collaboration with PMI Markets and Security team
- Delivering accurate execution of DCE2 update in stores
- Effectively communicating any urgent operational issues to appropriate systems/project owners
- Ensuring operational resources are used effectively decreasing inefficiencies where needed

Empowering people
- Mentoring & supporting Boutique staff in achieving their operational goals in adherence to established SOP standards
- Ongoing support with constantly evolving Boutiques’ systems and platforms
- Providing feedback on improvements areas and liaising with internal departments
- Ensuring team appraisals are performed on a quarterly basis
- Collaborating with the CCB team in retail training efforts to ensure operational excellence standards messages are conveyed to facilitate employee development

We’re looking for someone with:

- University Degree / Diploma or further education qualification
- Some retail experience in senior leadership positions
- Excellent communications skills, with ability to interact with internal & external partners
- Focus on end-results, and what is important to consumer, store manager, and other key partners within a retail environment
- Proficiency in English and German
- Self-starter mindset, with ability to act on own initiative without guidance
- Analytical skills with strong business / commercial acumen
- Experience in delivering / driving change initiatives within a retail environment

What we offer:
Our success depends on the talented employees who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

- Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
- Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
- Pursue your ambitions and develop your skills with a global business - our staggering size and scale provides endless opportunities to progress.
- Take pride in delivering our promise to society: to deliver a smoke-free future

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