National Operations Manager

The National Operations Manager will lead and manage the overall operations of Hardware Haus across PNG, ensuring operational efficiency, profitability, and compliance with company standards. This role drives strategic initiatives to achieve growth, customer satisfaction, and operational excellence.

Key Responsibilities:

• Strategic Leadership: Develop and implement operational strategies aligned with Hardware Haus’ mission and vision. Drive business growth through operational excellence and cost optimization.
• Operational Management: Oversee day-to-day operations across all branches nationwide. Ensure consistent application of company policies, procedures, and standards. Monitor inventory management, supply chain efficiency, and logistics performance.
• Financial Oversight: Manage operational budgets and ensure cost control measures are in place. Analyse financial reports to identify trends and implement corrective actions.
• People Management: Lead, mentor, and develop branch managers and operational teams. Foster a high-performance culture focused on accountability and results.
• Customer Experience: Ensure superior customer service standards across all branches. Implement initiatives to improve customer satisfaction and loyalty.
• Compliance & Risk Management: Ensure compliance with legal, regulatory, and safety requirements. Identify operational risks and implement mitigation strategies.
• Proven track record in managing hardware procurement, deployment, and maintenance.
• Passion for staying ahead of industry trends in hardware innovation.
• Proven track record in managing hardware procurement, deployment, and maintenance.
• Mentor, coach, and lead Branch Managers and store teams to meet and exceed sales, service, and operational KPIs.
• Foster a high-performance culture through effective performance reviews and staff development strategies. Oversee day-to-day store operations, ensuring consistency across locations.
• Implement and enforce standard procedures, loss prevention tactics, and compliance with company and safety policies.
• Collaborate on retail strategy development to improve business performance.
• Monitor sales trends and work with store managers to execute local initiatives and promotions.
• Implement stock control measures to maintain optimal inventory levels and minimize shrinkage.
• Ensure accurate stock counts and audit compliance across branches.
• Lead cross-functional projects such as store openings, refurbishments, or process improvements.
• Demonstrate strong project management and organizational capabilities.
• Analyse store and operational data to diagnose gaps and implement corrective actions.
• Provide regular operational reporting and performance insights to senior leadership.
• Build and maintain strong relationships with internal stakeholders to coordinate logistics, merchandising, training, and support.
• Provide clear and timely communication of operational updates and best practices across the nationwide team.

Qualifications & Experience Required:

• Bachelor’s degree in Business Administration, Management, or related field (Master’s preferred).
• Minimum 10 years of experience in retail or hardware operations, with at least 5 years in a senior leadership role.
• Proven track record in managing multi-site operations and large teams.
• Strong financial acumen and strategic planning skills.
• Demonstrated leadership skills with track record of developing team performance.
• Strong analytical, strategic planning, and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and inventory management systems, (Pronto Xi is a Plus).

Key Competencies:

• Leadership and people management skills.
• Operational excellence and process improvement.
• Financial and analytical skills.
• Strong communication and stakeholder engagement.
• Problem-solving and decision-making.

Performance Indicators:

• Achievement of revenue and profitability targets.
• Operational efficiency and cost reduction.
• Customer satisfaction scores.
• Compliance with company standards and regulatory requirements.
• Growth and consistency in store-level audits and compliance scores.
• Successful implementation of operational improvement projects.
• Staff retention, development, and engagement improvements.