Overview Of The Role:
- The Retail Operations Manager is tasked with ensuring operational excellence across the store network by adhering to company standards and maximising commercial performance. This role is crucial for delivering a top-tier customer experience and involves leading store teams to accomplish objectives related to sales, profitability, compliance, and personnel development. It encompasses driving business growth and supporting various business initiatives.
What You Will Do:
Commercial Performance
- Drive sales, profitability, and productivity across all stores.
- Monitor and improve key retail KPIs including Sales, Conversion, ATV, IPC, UPT, Footfall, NPS, Shrinkage, and EBIT.
- Identify trading opportunities and implement actions to maximize revenue and margin.
- Lead business reviews and recovery plans for underperforming stores.
Store Operations
- Ensure consistent execution of operational standards, policies, and procedures.
- Monitor store compliance, audit results, health & safety requirements, and company governance standards.
- Oversee stock management, inventory accuracy, replenishment, and shrinkage control.
- Ensure efficient rota planning and labor productivity management.
Customer Experience
- Champion customer service excellence across all locations.
- Monitor customer feedback and implement improvement initiatives.
- Ensure stores consistently deliver brand standards and customer experience expectations.
People Leadership
- Lead, coach, and develop Store Managers and field leadership teams.
- Drive succession planning and talent development.
- Support recruitment, onboarding, and capability-building initiatives.
- Foster a high-performance culture focused on accountability and engagement.
Projects & Change Management
- Support new store openings, relocations, pop-ups, and refurbishment projects.
- Lead operational readiness activities for business initiatives.
- Work cross-functionally with Commercial, HR, Finance, Marketing, Supply Chain, and Property teams.
Financial Management
- Manage operational budgets and cost controls.
- Deliver profit improvement initiatives.
- Monitor payroll, overtime, consumables, and operational expenditure.
Skills
Required Skills To Be Successful:
- Commercial Acumen
- Strategic Thinking and Problem Solving
- Leadership and Coaching
- Stakeholder Management and Communication
What Qualifies You For The Role:
- 5-10+ years of retail management experience.
- Multi-site retail leadership experience is preferred.
- Strong commercial and financial acumen with P&L ownership.
- Proven experience in leading large teams across multiple locations.
