Retail Area Supervisor

-Job Summary-

The Retail Area Supervisor (RAS) plays a critical role in ensuring operational excellence and commercial success across a network of offline lottery outlets. The RAS acts as a bridge between the back office and retail outlets, conducting regular audits, driving the implementation of operational processes, and ensuring compliance with regulatory standards. The role also requires mentoring outlet managers, providing support, and ensuring the successful execution of sales, training, and customer service initiatives in line with company objectives. The RAS will be required to travel to several lottery outlets within a designated geographical area.

-Key Responsibilities-

Operational Excellence & Compliance

• Conduct regular compliance checks to ensure outlets adhere to lottery regulations and internal policies.
• Identify areas for improvement in Standard Operating Procedures (SOPs) to enhance operational efficiency.
• Oversee the adoption of operational processes across outlets, ensuring all procedures are executed consistently.
• Escalate operational issues and provide first-line support for outlets, ensuring timely issue resolution.
• Conduct outlet visits, assess operational challenges, and develop corrective action plans.

Sales Performance & Customer Experience

• Monitor sales performance against targets, working with outlet managers to achieve commercial goals.
• Ensure that lottery outlets deliver exceptional customer experiences, building guest loyalty and driving sales.
• Collaborate with outlet managers to set sales targets and key customer engagement strategies.
• Provide ongoing training and coaching to outlet teams to enhance customer service delivery.

Data Analysis & Continuous Improvement

• Analyze operational data, identifying trends and areas for improvement in retail performance.
• Develop and implement action plans to address operational inefficiencies.
• Conduct quarterly reviews with area and outlet managers, focusing on performance improvements
• Provide feedback on operational processes to drive innovation and efficiency.

Training & Development

• Conduct training sessions for new hires and regular refresher training to ensure staff competence.
• Collaborate with outlet managers to assess training needs and recommend tailored programs.
• Measure staff understanding and compliance with SOPs during site visits, addressing any knowledge gaps.
• Escalate identified training requirements to the Regional Training Operations department.
• Train and mentor employees identified by the RAS as ready for advancement within the company.

Project Management & Execution

• Support the rollout of new projects and initiatives, ensuring compliance with project checklists.
• Drive the implementation of new technologies and processes across outlets, facilitating smooth transitions.
• Serve as a liaison between service providers and outlets, ensuring that service quality meets agreed-upon SLAs.
• Monitor stock management and ensure outlets are operating within budget limits.

Team Management & Leadership

• Supervise and mentor outlet managers, ensuring they have the support needed to run efficient operations.
• Drive team engagement and motivation, aligning staff around company objectives.
• Conduct performance reviews and develop individual improvement plans for outlet managers and key staff members.
• Manage staffing levels and ensure that all outlets are adequately resourced.

Key Performance Indicators (KPIs):

• Operational Compliance: Adherence to regulatory standards and SOPs.
• Sales Targets: Achievement of outlet-level sales targets and customer loyalty metrics.
• Customer Satisfaction: Improvement in guest experience and mystery shopping results.
• Training & Development: Increase in staff competency and successful adoption of operational processes.
• Project Execution: Timely rollout of new initiatives and smooth execution of operations.
• Budget Management: Maintaining operational costs within set budget parameters. Conduct quarterly reviews with service providers to evaluate service quality.

-Qualifications-

• Minimum of 5 years of relevant experience in retail operations, with at least 2 years in a management role, preferably in the lottery or a related industry
• Strong understanding of retail operations, customer service, and compliance requirements.
• Proven track record in team leadership and performance management.
• Experience in implementing new operational processes and technologies.
• Excellent communication skills, with proficiency in both Arabic and English languages.