Head of Retail Operations

Role Overview

• Retail Operations Management:
• Support the Senior Head of Retail Ops to deliver all retail operations globally, ensuring consistency and excellence in service delivery.
• Develop and implement operational strategies to improve Communications and Workload Management that align with business objectives and drive efficiency.
• Gatekeeper of BAU Store Operating Procedures, designing and implementing governance and change management controls.
• Ensure compliance with company policies, industry regulations, ESG standards, and legal requirements across all retail locations.
• Drive operational excellence and standardisation across retail stores to enhance performance and customer experience.
• Be an active part of our transformational change initiatives to improve agility, innovation, and long-term sustainability within the retail function.
• Standard Operating Procedures:
• Identifies opportunities in Store Operating Procedures to improve efficiency, reduce costs and/or provide a better colleague experience.
• Oversee the implementation of new retail initiatives, ensuring store teams are well prepared, trained, and supported.
• Partner with Country Managers to ensure they’re supported with best practice that is fit for each market.
• Business Partnering:
• Business partners with the Retail leadership team and senior management as requested, captures opportunities, sets expectations on deliverable dates, and provides frequent updates on progress.
• Point of contact for escalation within the Retail Operations team, able to implement solutions where required.
• Manages relationships with third parties as required.
• Leadership:
• Lead and motivates the Retail Operations team to deliver their objectives continually reviewing capability and capacity to ensure objectives are delivered, individuals grow and succession plans are in place.
• Foster a culture of collaboration, innovation, and continuous improvement across global retail operations.

Requirements

• Must have proven experience leading a retail operations function for a major retailer, with accountability for store’s communication and workload governance.
• You will have a passion for retail and a strong understanding of retail operations and the impact of change on store teams.
• Excellent planning and organisational skills.
• Exceptional communication and stakeholder management skills.
• Proactive and self-motivated, with the ability to drive initiatives independently.
• Proficient in Microsoft Office (e.g. Excel, PowerPoint, Teams).
• Skilled at managing multiple priorities in a fast-paced environment.
• Collaborative, detail-oriented, and committed to quality and consistency.
• Commercially minded, balancing innovation with practicality.
• Confident in constructively challenging processes and identifying improvements.
• Ensures all activities align with company standards, operational guidelines, and brand values.

Benefits

• Competitive salary and benefits package
• Hybrid working, 3 days in London based office & 2 working from home
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme