Upon completion of this course, participants will be able to:

• Develop a cohesive **Omnichannel Retail Strategy** that seamlessly integrates physical and digital channels.
• Master advanced techniques for **Merchandise Planning, Assortment Optimization, and Inventory Management**.
• Apply retail analytics (e.g., basket analysis, shrink rate, inventory turnover) to drive store profitability.
• Design and manage a superior **Customer Experience (CX)** across all retail touchpoints (online and in-store).
• Implement strategies for optimizing the retail supply chain, logistics, and store fulfillment processes.
• Lead and motivate retail store teams, focusing on sales culture, service standards, and operational excellence.
• Understand and manage the financial metrics critical to retail success (e.g., GMROI, open-to-buy, stock-to-sales).
• Develop a strategic approach to **Retail Technology** adoption (POS, AI, personalized marketing).

• Retail Managers and Store Directors
• Regional and Multi-Store Operations Managers
• Merchandise Planners and Buyers
• E-commerce and Digital Retail Leaders
• VPs of Operations and Customer Experience (CX)

• Group Workshop: Designing an Omnichannel Fulfillment Strategy (BOPIS/Ship-from-Store)
• Case Studies on Retail Transformation and Successful CX Implementations (e.g., Apple, Amazon)
• Individual Exercise: Financial Analysis of Key Retail Metrics (GMROI, Inventory Turnover)
• Role-Playing: Leading a Store Team Meeting on Service Standards and Shrinkage Reduction
• Discussions on Sustainable Retail Practices and the Future of Physical Store Design

Unit 1: Retail Strategy in the Omnichannel Era

• Defining and developing a holistic **Omnichannel Retail Strategy** and roadmap.
• Analyzing market trends, competitive positioning, and consumer behavior shifts in retail.
• The strategic role of physical stores in a digitally driven environment (fulfillment, experience center).
• Mastering concepts of **Retail Format Design** and store layout optimization.
• Financial analysis of the omnichannel model: balancing online efficiency with in-store experience cost.

Unit 2: Advanced Merchandise and Inventory Management

Planning and Optimization
• Mastering the **Open-to-Buy (OTB)** process and its role in merchandise financial planning.
• Techniques for **Assortment Optimization** (breadth vs. depth) and SKU rationalization.
• Advanced inventory control and shrinkage management strategies.
• Applying analytics for optimal markdown strategies and end-of-season clearance.
• Developing a system for ethical and sustainable sourcing and inventory practices.

Unit 3: Customer Experience (CX) and Service Excellence

Touchpoints and Loyalty
• Mapping the end-to-end **Customer Journey** and identifying critical moments of truth.
• Designing and delivering a superior in-store and online **Customer Experience (CX)**.
• Implementing technology for personalized marketing and loyalty programs.
• Strategies for hiring, training, and motivating store associates for service excellence.
• Measuring customer satisfaction (CSAT, NPS) and linking it to sales performance.

Unit 4: Retail Operations and Supply Chain Optimization

Efficiency and Fulfillment
• Optimizing the **Retail Supply Chain** for speed, accuracy, and cost reduction.
• Mastering **Store Fulfillment** models (BOPIS/Click-and-Collect, Ship-from-Store).
• Techniques for store labor scheduling, task management, and operational efficiency.
• Managing vendor relationships and negotiating favorable logistics and delivery terms.
• Utilizing automation and technology (RFID, robotics) in the supply chain.

Unit 5: Financial Metrics and Retail Technology

Profitability and Innovation
• Key retail financial metrics: **GMROI (Gross Margin Return on Inventory Investment), Inventory Turnover, and Sales Per Square Foot**.
• Advanced techniques for using POS and retail analytics for operational decision-making.
• Strategic evaluation and adoption of new retail technology (AI for pricing, personalized promotions).
• Managing cyber security and data privacy risks in the retail environment.
• Developing a capital expenditure plan for store remodels and technology upgrades.