Purpose of the role

The Channel Operations Manager oversees the day-to-day operations of Amway's stores in Indonesia, ensuring smooth, efficient operations and delivering exceptional service quality. This role is critical in driving in-store traffic, optimizing retail space, and fostering customer loyalty by aligning every touchpoint with the brand's promise. The person leads store leaders, champions operational excellence, and encourages innovation to create a high-level retail experience that meets strategic goals and customer expectations.

Primary Responsibilities

• Oversee and manage daily store operations to ensure consistency, compliance, and excellence in execution.
• Lead and develop store leaders to achieve performance targets and maintain high service standards.
• Formulate and implement strategic plans to drive in-store traffic, optimize retail space utilization, and enhance the customer experience.
• Collaborate cross-functionally to ensure seamless customer journeys and alignment with business strategies.
• Lead the implementation of operations improvement initiatives aligned with the company's directions.
• Monitor key retail metrics and take data-driven action to improve operational efficiency and customer satisfaction.

Retail Operations

• Ensure all stores operate according to standard operating procedures (SOPs) and deliver a consistently high level of service experience.
• Monitor store performance, customer feedback, and operational KPIs to identify opportunities for improvement.
• Ensure each store's stock management, retail activities, and daily performance meet company standards.
• Coordinate and align store activities with other departments and stakeholders to ensure alignment with promotional calendars and campaigns.
• Ensure all store spaces are well-maintained, safe, and inviting for ABOs, customers, and employees.
• Coordinate with related teams and external vendors to optimize retail layouts and maintain facilities.
• Operate all locations in compliance with statutory requirements to ensure safety and provide a high-level experience for all stakeholders.

People Management

• Lead, coach, and develop a team of store leaders to deliver business results and customer satisfaction.
• Build a performance-driven culture through regular feedback, training, and performance reviews.
• Drive engagement and strengthen team capability to support operational excellence and innovation at the store level.
• Ensure that all store team members embody Amway’s values and reflect them in their daily operations.

Project Management

• Lead or support store-related projects, including new store openings, closings, renovations, and service improvements.
• Manage budgets, timelines, and stakeholders for assigned retail projects.
• Coordinate with internal and external partners to ensure the successful and timely execution of projects.
• Analyze operational data to identify opportunities for process improvements and cost-saving initiatives.

Required Skills and Competencies

• Strong understanding of store operations, retail KPIs, and strategies to drive growth and efficiency.
• Ability to strategize and execute an effective store layout and merchandising strategy that maximizes customer engagement and sales performance.
• Expertise in planning and executing in-store promotions and marketing activities that drive foot traffic and sales, ensuring alignment with overall marketing strategy.
• Capable of leading, guiding, and empowering the store team towards a common goal
• Proficiency in managing inventory levels and minimizing stock discrepancies to ensure product availability while controlling costs.
• Strong business acumen to make informed decisions, aligning with strategic goals.
• Proven ability to design and implement strategies that enhance exceptional in-store experiences.
• Excellent ability to lead teams, inspire performance, and communicate effectively.
• Ability to collect data, analyze various aspects of operations, and understand how to measure and improve performance. 
• Solve complex problems and implement improvements. Able to identify and solve complex problems and find opportunities to implement changes.
• Able to communicate clearly and work with people from different backgrounds.
• Able to manage multiple projects and execute the tasks efficiently and effectively.
• Encourage and support the store team in creating, adapting, and innovating to meet changing customer needs and business direction. 
• Familiarity with statutory compliance, facility management, and customer-focused initiatives in a retail environment.