Retail Operations Manager(P5)

Retail Operations Manager(P5) - (2024/0601 (236668))

Organization: MTGS-Commissary Management Section

Primary Location: Austria-Vienna-Vienna-IAEA Headquarters

Job Posting: 2025-04-16, 3:54:45 AM

Closing Date: 2025-05-07, 4:59:00 PM

Duration in Months: 24

Contract Type: Fixed Term - Extrabudgetary

Probation Period: 1 Year

Full Competitive Recruitment: Yes

Organizational Setting

The Department of Management’s Division of General Services (MTGS) provides support functions to the IAEA through its four Sections, namely the Archives and Records Management Section (ARMS), the Commissary Management Section (CMS), the Facilities Management and General Support Section (FMGSS) and the Seibersdorf Laboratories Services Section (SLSS).

Among the four Sections, the Commissary Management Section (CMS) is responsible for the management of the Agency’s tax and duty-free store at the Vienna International Centre. The Commissary is a self-sustaining and non-profit making operation, enabling the purchase of selected consumer goods by the diplomats of Permanent Missions of Member States accredited to the UN organizations, staff members of the UN organizations based at the VIC as well as of other authorized organizations.

Main Purpose

Reporting to the Director of General Services, the Retail Operations Manager is responsible for preparing the Commissary business area for transition to new ways of working. The Retail Operations Manager develops and oversees the implementation of the Business Plan to transform the Commissary to the new ways of working. The Retail Operations Manager will lead the efforts to run the Commissary like a business and adapt the operation to meet the changing customer demands as well as the evolving supply chain realities, while retaining the self-sustaining and non-profit making requirements. In accordance with the Business plan, s/he will lead this transition, including determining the timing of the necessary future investments, while ensuring that changes are integrated into the business in a sustainable manner. The Retail Operations Manager supports the Director throughout the transformation of the Commissary and is responsible for monitoring and supervising changes to business processes and systems, technology, job roles, and structures within the Commissary and plays a crucial role in ensuring staff members and customers embrace the change.

Role

The Retail Operations Manager is: (1) a change agent, creating and implementing change management strategies and plans for people and business (2) a leader, evaluating the impact of planned business change, while identifying risks and developing risk mitigation tactics (3) ) a manager of the human and other resources required for the efficient and effective running of the operation; (4) a mentor, providing coaching and advice to employees at all levels and, (5) a communicator, able to engage and support senior management as well as employees at all levels.

Functions / Key Results Expected

The Retail Operations Manager:

- Supports the Director by playing a key role in the conduct of affairs and interacting with stakeholders, as well as coordinating strategic and operational activities and investments during the implementation phase of business operation change.
- Is accountable for the financial, commercial and operational management of the VIC Commissary, to ensure both customer satisfaction and continued financial viability of the operation.
- Ensures annual budget, forecasts and monitoring are established and meaningful and serve as a basis for sound business decisions.
- Initiates and implements changes to business processes, systems, technology and job roles to better fit the new business structure.
- Provides direct training and coaching to Commissary staff at all levels to embrace the change.
- Designs, develops, delivers and manages communications plans to enable smooth implementation of the change initiatives.
- Establishes KPIs, procedures and mechanisms to evaluate the work of all the Commissary Units and Services on an ongoing basis to ensure the delivery of a first-class, cost-effective service which meets the profit and sales targets outlined in the business plan.
- Supervises and evaluates the work of all the Commissary Units and Services on an ongoing basis in line with internal work procedures and control mechanisms to ensure the delivery of a first-class, cost-effective service.
- Establishes and maintains contact with members of the Commissary Advisory Committee, Permanent Mission diplomats, and managements of the Vienna-based organizations and suppliers alike.
- Identifies, analyses and prepares risk mitigation tactics and manages anticipated resistance to change.
- Tracks implementation progress and reports back to Management.

Competencies and Expertise

**Core Competencies**(Competency Framework)

**Name**

**Definition**
- Communication
- Encourages open communication and builds consensus. Uses tact and discretion in