Manager, Retail Operations
Careers · Retail
Manager, Retail Operations
Owns the customer experience in every SHAPE store, and the people who deliver it.
Full-time, Dhaka. Up to half your week is spent on shop floors, not at a desk.
Why this role exists
The fitting room is the business
Monoshita Ayruani started SHAPE in 2019 because most women in Bangladesh had never been measured, and were quietly putting up with something that did not fit. Over 200,000 women later, the fitting room is still where the work happens, and still where we win or lose.
SHAPE is a specialist, service-led retailer. Seven small stores in Dhaka, each built around a private fitting and a proper measurement, with more coming. There is no big floor to walk and no crowd to move. There is one woman at a time, and whether she leaves in something that actually fits.
Today every question from those floors reaches the founder: a shift uncovered, a new hire not ready, a customer unhappy. Meanwhile nobody owns the quality of the visit itself. This role owns both.
The work
What you own, in this order
- The people. Staff every store, train every new Store Associate and Fit Advisor from first day to independent floor, coach them where the work happens, and keep the roster covered when someone calls in sick at 10:40 on a Friday.
- The customer experience. Own what happens from the moment she walks in to the moment she leaves. Sit with real fittings rather than reports. Fix what you see. Test an idea in one store and roll out what works.
- The results. Conversion, average order value, customer reviews, and the right stock in the right store. These are yours, with the actions that move them.
The order matters. The numbers move because the people are trained and the experience is right, not because anyone pushed a customer.
Fit
Who this is for
This is a fashion job, and a customer experience job before it is an operations job. You will spend up to half your week on shop floors, watching women try things on, and working out why the ones who leave without buying leave.
It suits someone who finds that genuinely interesting: why a woman insists on a size she has not worn in years, what makes her trust a stranger with her body, what a store communicates in the first ten seconds. If retail, customer psychology and how a brand actually sells are things you read about anyway, you will enjoy this work.
It also suits someone who wants business results attached to their own name, and who would rather be standing in a store than sitting at a desk.
Background
Retail experience we value
We hire people who grew up in retail. Most of your working years should be on or near a shop floor, in fashion, footwear or lifestyle, and you should have held responsibility for more than one store. A year of retail after a career in FMCG distribution is not what this role is for.
Experience that is relevant. Time on the floor at Aarong, Apex, Bata, Twelve, Le Reve, Sailor, Cats Eye, Rang Bangladesh, Yellow, SaRa Lifestyle, Ecstasy, Kay Kraft, Gentle Park, RISE, AMIRÁ, Noir, Blucheez, Qrius, ILLIYEEN, Urban Truth, Sundora, and comparable chains.
Titles you may have held. Outlet Manager, Branch In-Charge, Senior Outlet Manager, Store Manager, Assistant Outlet Manager, Area Manager, or Senior Executive or Assistant Manager in retail sales and operations.
Whatever the name, a previous employer should have employed the staff on its own shop floor, owned the stock on its own shelves, and sold something the customer tries on before buying.
Placement within the range is set by how many stores you have run and for how long. Working Bangla is required, because it is the language of the stores. English is useful for reporting and is not a primary requirement.
The day
A typical day
- Morning. Confirm coverage across every store and close any gap before 11 AM.
- Through the day. Visit stores on the published rotation. Watch the fittings. Note what helped her and what did not. Decide what you handle and what reaches the founder.
- Afternoon. Coach on what you saw, while it is fresh. Train new hires. Review yesterday's complaints and what caused them.
- Weekly. Publish the roster. Review conversion, average order value and walk-ins by store. Bring figures, one experience improvement, and any escalation to the Sunday written stand-up.
Measures
How you are measured
Reviewed monthly, by store:
- Conversion rate. Buyers divided by walk-ins
- Average order value. Revenue divided by orders
- Customer reviews. How many, and what they say
- Staffing coverage. Trading days with full required staffing
- Training completion. New hires reaching independent floor responsibility within the agreed period
Getting started
Your first 90 days
- 30 daysVisit every store, watch fittings in each, and return a written assessment of the customer experience.
- 60 daysOwn the roster across the network and run induction for every new store hire.
- 90 daysPropose one improvement to the in-store experience, name the measure it should move, and run it in one store.
A 15 minute check-in each week with the founder for the first eight weeks.
At a glance
Terms and pay
Seven locations, seven rosters, and no layer between you and the shop floor. Store matters arise without notice, including outside standard office hours.
- Salary
- BDT 65,000 to 75,000 per month, placed on how many stores you have run and for how long
- Type
- Full-time. Up to half the week in stores
- Stores
- Small format, 200 to 300 square feet, with a compact team on rotation in each. The network is growing and the scope of the role grows with it
- Location
- Across all SHAPE stores in Dhaka, based at the Niketon office
- Reports to
- Monoshita Ayruani, Founder
- Manages
- All Store Associates and Fit Advisors
- Benefits
- Two festival bonuses, company mobile phone, travel between stores covered, 20 percent staff discount capped at BDT 5,000 per year
- Applications
- Rolling, no deadline
Selection
Four steps
Bangla or English, whichever is easier for you.
- ApplicationAbout 20 minutes. Three written scenarios: a customer, a staffing crisis, and a store whose numbers are slipping. No video, no cover letter.
- Interview45 minutes with Monoshita Ayruani.
- Store visitVisit two SHAPE stores as a customer would and write up what you saw. Two to three hours.
- Final conversationWith the team you would manage, then a decision.
We review applications as they arrive and close the role as soon as we find the right person. Applying early makes a real difference.
Before you apply
Questions candidates ask
Does FMCG territory or area sales experience count
We hire people who grew up in retail. Territory and area sales roles build route discipline and number reporting, which transfer well, but they involve selling into outlets rather than employing the people on the floor or owning the stock on it. A year of retail after a career in distribution is not what this role is for.
How much of the week is spent in stores
Up to half. The stores are small and there is no layer between this role and the shop floor, so you will be in them often and at short notice.
Do I need English for this role
Working Bangla is required, because it is the language of the stores. English is useful for reporting but is not a primary requirement. Interview in whichever is easier for you.
Is there an application deadline
No. Applications are reviewed as they arrive and the role closes as soon as the right person is found.