Retail Operations Manager

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Be a part of the historic castle on the park, The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memories since 1907. Located in the heart of midtown, The Plaza now features 282 luxury hotel rooms and suites, the elegant Champagne Bar as well as the legendary Palm Court, New York City’s premier destination for afternoon tea. The Plaza offers the Five Diamond standard of excellence and sophistication while offering an authentically local and unrivalled experience for our guest.

As the Retail Operations Manager you lead The Plaza’s commitment to customer service by ensuring timely door to floor execution for all inventory, ensuring proper inventory levels for fast selling product, supporting an exit strategy for slow selling product and implementing operational efficiencies that allow for a seamless selling floor experience. You are a master communicator, can easily partner with all levels in and out of the organization and have an unparalleled attention to detail.  Reporting to the Director of Retail, your responsibilities and essential job functions include but are not limited to the following: 

Tasks and Responsibilities

• Drive the monthly floor set model to ensure goods are received, organized and can be placed on the floor quickly and accurately to drive customer service.
• Partner with Retail Team to monitor and analyze business trends to manage inventory flow and sell thru. Communicate action plans back to the Operations Team.
• Provide input and make recommendations for necessary improvements within the store to achieve operational efficiency.
• Ensure vendor relationships are maintained through accurate and timely invoicing, Purchase Order requests and consistent communication.
• Advise in the buying process to impact projected inventory levels and sell thru rates based on historical data, report analysis and customer feedback.
• Supervise, train, and develop both stock associates and retail sales associates, fostering accountability, teamwork, and service excellence.
• Support online order fulfillment and shipping, ensuring accuracy, timeliness, and luxury presentation standards for all customer orders.
• Ensure the stockroom and sales floor remain organized, efficient, and compliant with operational best practices.
• Conduct inventory counts for stock room and sales floor.  
• Ensure proper levels of customer service are maintained at all times on the sales floor.
• Implement and uphold visual merchandising standards that reflect brand aesthetics and enhance the customer shopping experience
• Strong leadership, communication and interpersonal skills
• Ability to problem solve and make decisions that best suit the needs of the business
• Proficient time management, delegation & multi-tasking abilities
• Computer & POS proficient

Compensation: $80,000.00 - $85,000 Annual Salary Plus bonus

• Previous leadership experience within Retail required
• Computer literate in Microsoft Window applications, Shopify, and Point of Sales System required
• University/College degree in a related discipline an asset
• Must be revenue driven
• Previous Hotel experience an asset
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
•  Ability to focus attention on guest needs, remaining calm and courteous at all times
• Visual Merchandising and Inventory management skills
• E-commerce experience highly preferred
• Physical ability to sit and stand for extended periods, and to move and handle projects up to 50 pounds throughout the retail outlets, which entails lifting and performing all functions as set forth above
• Ability to work varied hours/days based on the needs of the business
• Effective communication skills (both verbal and written)

All your information will be kept confidential according to EEO guidelines.