JOJI JACOB Cell: 00971503518297. E-mail: jojibency2003@yahoo.com

Well-experienced management professional with proven expertise of 18+ years in Retail Management.

Expertise with relevant experience in:1. Retail Operations.2. Setting up of Stores of Excellence in GCC.3. Store Openings.2. Retail Audit /Risk Management.3. Mall Operations.4. Customer Service Management.5. Oracle Retail POS.6. Driving key retail & IT initiatives for The Store of Future.

PROFESSIONAL PROFILE

COMPANY: CENTREPOINT, LANDMARK GROUP, Dubai, U.A.E

Landmark Group is one of the largest retailing groups in Middle East and Far East. Centrepoint is the destination for four great brands Babyshop, Splash, Lifestyle, and Shoemart. It represents Landmark Group strategy to synergize its core retail concepts named above, under one identity thereby projecting ‘single destination shopping experience’.

Senior Manager-Business Excellence / Retail Operations (GCC). [2013 July till date]

Current Location: Centrepoint Head Office, Landmark Tower. Dubai Marina, Dubai.

Reports to: DGM Operations, Centrepoint.

Job Profile: Act as a brand ambassador for Centrepoint across all territories. Develop, roll out & maintain industry leading operational policies and procedures,

deployment & productivity models for Centrepoint daily store operations across GCC & Levant.

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Formulator and custodian of the CP Ways of working, operating manual and processes. Coach and develop the Centrepoint Best Practices across territories, oversee compliance for all regions.

Set up “Store of Excellence” in every territory to maintain high education standards in these centers. Ensure “One Way of Working” approach. Consistency of operational standards is audited by self by regularly visiting stores in all territories.

Management of the roll out of “Project Mirror”/ standard Centrepoint ways of working across GCC.

Maintain frequent communication and education to the Centrepoint Heads, Operations Managers and Area Managers of all territories to ensure retail consistency with “One Focus & One Team mentality”. (Weekly communications via “Focus of the week” bulletins and action plans are asked for, weekly catch up calls & frequent territory visits- planned and impromptu).

Responsible for the overall success driving sales, reinforcing operations, and staff development, as well as overall service and brand integrity.

Introduce innovative ideas to increase sales--- product of the month, selling Thursdays, counter selling, Gift card sales day, and competition within stores based on achieving sales targets etc. Identify Focus Stores, do SWOT analysis of these stores and come up with revival action plans.

To ensure the highest level of customer service is given and measured against set objectives To ensure that stock loss prevention best practices are continually innovated and

updated. Form Stock Loss Action Groups and conduct monthly meetings to drive on ways to reduce shrinkage.

To be the custodian and voice of the Centrepoint customer to drive continuous service improvements.

Do the KPI settings and KPI reviews for CP Heads, Operations Managers and Area Managers for all territories together with the CP DGM Operations.

To research, develop and implement efficiency saving processes and tools. To be the custodian of the Centrepoint Process Knowledge. To continually challenge unnecessary and duplicating process to continuously improve efficiencies. Formulator and custodian of the Centrepoint Customer touchpoint Journey mapping

/training & The Centrepoint Customer Charter (Roll out, engagement & positive reinforcement in all territories).

Talent tracking all CP Management in the GCC and ensure that each and every Centrepoint Management member (Retail) is inducted on standard Centrepoint ways of working, in-order to ensure retail consistency across network.

Mystery shopping vendor setup, forming questionnaires based on Centrepoint customer touch points and reviewing the quarterly visit reports.

Competency and capability reviews - Develop case studies and group discussion with evaluation guidelines. This is being done together with HR Manager.

Managing the IT team (direct reporting to me) and introducing new systemic solutions and technologies like Mobile POS, Tablet POS, Shukran Instant Member recognition program, In Store Analytics, Interactive screens etc. for effective and efficient running of store operations and improving the in-store experience for customers.

Driving the key retail and new technology initiatives for the Store of Future in Qatar.

MANAGER – Retail Audit & Customer Service Management. [2010 July till 2013 June]

Current Location: Centrepoint Head Office, Jabelali, Dubai.

Reports to: Head of Centrepoint.Supervises: All Centrepoint stores /malls management in U.A.E.

Job Profile: Visit stores and identify areas for improvement & ensuring retail best practice initiatives are in place To complete Risk Audit visit report and Service visit report for each Centrepoint Mall/ Store in U.A.E and

submit to Operations Head with recommendations. Visit the warehouse regularly and review supply chain activity to ensure stock flow into stores is

managed efficiently.

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To act on all issues brought to my attention by the Mall team relating to Risk and Services in an effective and supportive manner.

To drive the motivational levels of Mall Managers and staff in a positive direction by means of incentivizing initiatives. To attend regular meetings with Mall and Concept Managers to discuss all matters including known

theft, customer service, concept needs for the coming month and any other relevant matters. Maintain appropriate Loss Prevention procedures to limit all elements of shrinkage (resulting from

theft, fraud, wastage, damage and process failure) within agreed scales Conduct stock loss awareness trainings for stores. To be pro-active in making recommendations as to where shrinkage controls and service delivery

can be improved. To take responsibility for staff efficiencies and shrinkage controls. Contribute to the evaluation and effectiveness of surveillance systems, security equipment and

service providers. To evaluate cashier efficiency by means of assessment and controlling excess and shortages. To ensure that each Mall / Store strictly follows the Standard Operating Procedures. To make / revise SOP of Centrepoint whenever required. Randomly check the petty cash and safe float cash for accuracy of accounting and possible fraud. Enforce company policy on key controls of store and safe. To exercise cost control in all aspects of the job and make recommendations to Cp Operations

where saving can be done. To deal with all customer complaints. All customer complaints to be closed within 48hrs. On a weekly basis to evaluate all relevant customer feedback and share the information with

concepts (shoemart, babyshop, lifestyle and splash) in an organized and structured manner. To check all files on all legal documents pertaining to the mall such as signage licenses,

municipality licenses, sale approvals etc

MANAGER- CENTREPOINT MALL / STORE OPERATIONS. [2007 March till 2010 June]

Centrepoint Malls / Stores handled:

1. Centrepoint store in Mall Of Emirates. [2008 June till 2010 June].2. Centrepoint store in Oasis Centre, Dubai. [2007 December till 2008 June].3. Centrepoint Mall in trade Centre road, Bur Dubai. [2007 March till 2007 December].

Job Profile:

Customer Focus: Implementing high standards of customer focus within store. Create seamless customer service orientation among store employees by ensuring timely and

efficient customer service. Ensure regular training of store staff on all aspects of customer service, product knowledge and

selling skills. To ensure proper resource planning for customer service. To ensure that all customer complaints / queries are resolved in a timely manner. Assess mystery shopping feedbacks and prepare action plan for improvement.

Sales focus and Commercial Relationship: Achieve sales targets for store and seek ways to exceed these targets. Achieve target productivity metric (per sqft) for the store. Interpret and act on operational profit and sales reports generated through finance and focus on

improving under-performing areas. Monitor and continuously seek to understand commercial environment, local trading patterns,

competitor activity and market trends in the retail sector and their impact on store.

Operational Standards: Over see and monitor all point of sales activities in store which includes- sales transactions,

tracking customer orders and payments, providing service , handling returns and refunds, gathering consumer data for feedback.

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To ensure that the store is in compliance with the company policies. Oversee cash transaction entry and management (petty cash, pos cash elements and change

floats). Regularly audit own store administration and resolve issues. Maintain window and in- store displays to a high standards in line with merchandising guidelines. Monitor and control store expenses through efficient store operations. Comply with company cash and admin SOP’s. Ensure that store operates within the set budgets.

People Management: To ensure store expectations and priorities are communicated to staff. Review and provide regular feedback on staff performance against expectations. To carry out regular and relevant in store trainings. Monitor staff welfare and facilitate complaint resolution. To ensure effective resource and equal opportunity succession planning.

STORE MANAGER – SHOEMART,

From: Jan 2001to Feb-2007.

Managing the staff and merchandise of the “Flag Ship” Store in Dubai.(Mall of emirates). To monitor and impliment“THEME” Oriented In store display and Visual Merchandising. Championing Customer Service of Highest Standard and ensuring it is always a Priority. Overseeing store operations and implementing commercial systems to ensure effective

management control of stock / inventory. Leading, motivating, enthusing, guiding and developing a team of people to allow them to realize

their potential To anticipate problems, for see obstacles and conceive solutions way before those are clearly

visible. To conceptualize and develop an ongoing promotion / demand generation activities. Strategizing and preparing stores for events like sale, promotions etc. Ensure that all new recruits understand their job and settle down well within the company

through the Asst.Store Managers. Assist Asst. Managers in Grievance Handling and disciplinary actions within Showroom affairs. Liaise with contractors, vendors and local suppliers and negotiate to get the best deal on board

during store renovations, opening of new stores or for any maintenance of store.

ASST STORE MANAGER- SHOEMART-Oasis Centre, Dubai & Sharjah, [1998 Dec-2001 Dec].

Key Job Deliverables / Accountabilities Ensure store expectations and priorities are communicated to staff and regularly review and

provide feedback on staff’s performance against expectations Implement and maintain a relevant induction programme in line with the company policy Deal with staff discipline, performance and grievances in accordance with the company policy Monitor sales performance against last year, last week and budget on a daily weekly basis and to

give feedback to managers and also to communicate to staff Ensure seasonal peaks, troughs and important trading/promotional events are taken in to account

off when preparing forecasts and staff roasters To ensure continuous staff training and development is taking place within the store and the

implementation of Company driven training programs.

Company: TOSHALI RESORTS INTERNATIONAL (A division of TK Int.Ltd) Delhi ASSISTANT MANAGER (SALES) February 98 to September 98 4 | P a g e

Sale of RCI Affiliated Resorts in India and abroad. Managing a team of 22 staff. Formulating, directing and coordinating the marketing activities working with advertising agencies

Company: ENNAR INDUSTRIAL ENTERPRISES LTD. (NARBHERAM GROUP OF COMPANIES) , EXECUTIVE (SALES), Feb 95 to Sept 97.

Sale of TATA Diesel vehicles (car, bus, truck etc) directly to customers and through banks. Regular analysis and feedback to management on the current market and - Competitor activity.

MAJOR CAREER ACHIEVEMENT

Wrote the Centrepoint retail operations manual, Competency and capability frame work for assessing the existing talent and identifying their training needs.

Setup Stores of Excellence in GCC. Introduction of MPOS, Tablet POS, Shukran Instant member recognition etc. Driving the key retail and new technology initiatives for the Store of Future in Qatar. Was the Project Lead /business analyst for ORPOS implementation -Oracle point of sale service,

B.I.reporting, Oracle back office application for Centrepoint, Landmark Group. Was recognized and awarded the Best Centrepoint Mall Manager. Got the Best Anchor Store Award Centrepoint in Mall Of Emirates. Played a vital role in setting up of the Centrepoint store in skygardens, oasis centre, Aud Marina,

Ajman and MOE. Handled the flagship store of Shoemart in MOE easily achieving the sales and expense budget

targets and made it the No1 store of shoemart in entire GCC in the year 2007-2008.

EDUCATION

Masters in Business Administration – Marketing – Ranchi University, India. Advanced diploma in Computer applications. B.A. English literature from M.G.University, Kerala, India.

PERSONAL DETAILS

Nationality : Indian.Sex : Male.Driving License : Valid UAE license Marital Status : MarriedLanguages : English, Hindi, Malayalam, & basic ArabicReference : Available Upon request.

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Cell : 050 3518297 E-mail: jojibency2003@yahoo.com

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