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.
