OPERATIONS MANAGER

We are seeking a detail-oriented and customer-centric Operations Manager to oversee the day-to-day operations of our bridal gown rental boutique. The ideal candidate will be responsible for managing staff, ensuring smooth customer experience, inventory control, scheduling, and upholding the boutique’s high standards of service and presentation.

SPECIFIC RESPONSIBILITIES:

1. Ensure smooth boutique operations including appointment scheduling, client check-ins, and adherence to SOPs for gown trials and returns.

2. Monitor gown availability, coordinate cleaning and alterations, inspect returned items, and maintain an organized and well-documented inventory system.

3. Liaise with brides to arrange fitting schedules, track important event dates, and ensure timely gown preparation and delivery for weddings or photoshoots.

4. Provide a seamless, memorable experience for brides — from first consultation to gown return — while ensuring personalised service and prompt issue resolution.

5. Introduce clients to value-added options such as premium gowns, accessories, or photoshoot packages, to enhance their rental experience and increase revenue.

6. Track client records, appointments, payments, and gown usage; coordinate with dry cleaners, alteration specialists, and suppliers to ensure service reliability.

TECHNICAL SKILLS AND COMPETENCIES:

1. Demonstrates proficiency in scheduling tools and applying SOPs to manage boutique appointments and daily operations efficiently.

2. Uses inventory software and gown tagging systems to track gown availability, cleaning schedules, and condition reporting.

3. Utilises CRM tools and planning sheets to manage fitting schedules, event timelines, and gown readiness before client weddings.

4. Applies customer service systems and communication skills to personalise each client’s journey from fitting to return.

5. Uses digital catalogues and retail selling techniques to recommend value-added packages and increase customer spend.

6. Prepares gown rental reports and coordinates with cleaning and alteration vendors using Excel, email, and messaging tools.

ATTACHMENT: 6 MONTHS