ريما أبو الحسن

Dynamic Retail Operations Director with over 10 years of experience in luxury retail management. Proven track record of overseeing operations across multiple high-end stores, enhancing staff performance through targeted training, and achieving financial goals. Skilled in customer relationship management, inventory control, and event management, contributing to increased sales and customer satisfaction.

Committed to delivering exceptional premium experiences and driving brand success in competitive markets.

Retail Operations Director - Al Hazm Mall - Doha, Qatar

(2024-07)

Oversee operations across 14 stores featuring Italian and French luxury brands, jewelry, beauty, skincare, and multiple brand boutiques. Manage end-to-end retail functions including recruitment, training, purchasing, target setting, customer relationship management (CRM), stock operations, inventory, and events while liaising with existing and prospective brands.

• Fulfill store operational requirements by scheduling and assigning employees while monitoring work results for optimal performance
• Recruit, select, orient, and train employees to ensure a skilled workforce
• Enhance staff performance through effective coaching, counseling, and disciplinary measures while planning and evaluating job results
• Assess retail training needs across various dimensions including merchandising, service values, and sales techniques
• Design and implement comprehensive orientation programs tailored for sales teams
• Conduct thorough onboarding training sessions for new hires, facilitating a smooth transition into the organization
• Serve as a consultant to sales staff on resolving job-related challenges
• Assign mentors and coaches to newly hired sales team members to foster growth and development
• Observe and analyze interactions between sales personnel and clients to identify opportunities for improvement
• Identify training needs for both individual team members and the team as a whole
• Organize role-playing scenarios to simulate difficult client interactions (e.g., navigating objections)
• Advise sales staff on best practices for upselling products and services
• Conduct diverse training sessions focusing on product knowledge, sales strategies, and effective communication techniques

Boutique Manager - Dior - Doha, Qatar

(2021-04 - 2022-09)

Manage customer relationship management (CRM) initiatives to enhance client engagement. Achieve financial targets by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions as needed.

• Identify and anticipate customer needs by building rapport with clients and stakeholders
• Guarantee merchandise availability and service quality by approving contracts and maintaining adequate inventory levels
• Develop pricing strategies by analyzing merchandising activities, determining necessary sales promotions, and authorizing clearance sales based on market trends
• Implement security systems and measures to safeguard merchandise
• Ensure a safe and clean store environment to protect both employees and customers
• Maintain store stability and reputation by adhering to legal requirements and regulations
• Formulate changes in marketing strategy by analyzing operating and financial statements along with departmental sales records for effective decision-making
• Enhance professional skills and industry knowledge by attending workshops, reviewing publications, and networking with colleagues
• Ensure operational continuity by initiating, coordinating, and enforcing relevant policies and procedures
• Support team efforts by achieving related objectives as needed

Store Manager - MiuMiu - Doha, Qatar

(2016-02 - 2021-04)

Achieve financial goals by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective measures.

• Identify customer needs and trends by engaging with clients and relevant stakeholders
• Ensure product availability and service excellence through contract approval and inventory management
• Develop pricing policies by evaluating merchandising activities, orchestrating necessary promotions, and authorizing clearance sales based on market insights
• Market merchandise effectively by analyzing advertising strategies, sales promotions, and display plans as well as operating financial statements for profitability ratios
• Implement security measures to safeguard merchandise
• Maintain a safe and clean store environment to protect employees and customers alike
• Ensure compliance with legal requirements to uphold store stability and reputation
• Adapt marketing strategies using insights from operating and financial statements and departmental sales records
• Enhance professional knowledge through participation in educational workshops, review of professional literature, and networking within the industry
• Sustain operational effectiveness by initiating, coordinating, and enforcing key policies and procedures
• Contribute to team objectives by achieving related performance results as necessary

Assistant Store Manager - MiuMiu - Doha, Qatar

(2014-05 - 2016-01)

• Cultivate and maintain relationships with Very Important Customers (VIC) and Potential Very Important Customers (PVIC)
• Drive sales excellence as the store ranks number one globally across all departments
• Develop and mentor two sales associates to achieve the status of department manager
• Meet key performance indicators (KPIs) targets including conversion rate (CR), units per transaction (UPT), transaction value (VPT), customer satisfaction (CS), and CRM metrics
• Successfully executed in-store events, including the launch of Crocodile special edition bags
• Oversaw all departments' operations including sales, target setting, achievement tracking, and participation in buying and inventory management
• Managed a team of 9 staff members, ensuring optimal performance and achievement of store objectives

Department Manager - MiuMiu - Doha, Qatar

(2012-02 - 2014-05)

• Directed operations across all departments, ensuring optimal efficiency and effectiveness
• Conducted training sessions on product knowledge for staff, enhancing their capabilities and service delivery
• Updated staff on inventory transitions, new collections, and special orders to keep them informed
• Set monthly and individual targets for each department and product, focusing on available stock to maximize sales (including cross-selling and add-on sales)
• Recruited VIC and PVIC personnel for respective departments to improve customer service experience
• Engaged in CRM activities, ensuring effective follow-ups with clients for lasting relationships

Senior Sales Associate - Hermes (Al Mana Luxury Company) - Doha, Qatar

(2010-02 - 2012-01)

• Managed the leather goods department, ensuring high-quality service and presentation
• Maintained seasonal items, pricing, stock levels, and display layouts for optimal sales
• Tracked in-transit products and managed special requests and wish-listed items for clients
• Conducted product knowledge training sessions for all staff, setting targets based on stock availability for maximal efficiency
• Facilitated private appointments with clients, ensuring personalized and attentive follow-ups
• Oversaw inventory management and delivery processes to ensure timely product availability

Shop Manager - Les Amis - Dbayeh, Lebanon

(2009-02 - 2011-01)

Served as Shop Manager in Training at Depeche Mode, managing a multi-brand store featuring brands such as Missoni, Paco Rabanne, and Paul&Joe Sister.

Bachelor Degree - Business Administration - AUL (American University of Lebanon) (2002-01 - 2006-06)

Secondary Education - High Secondary School of Karnayel (1994 - 1997)