Head of Retail Operations

About the role

Lead operational excellence across architecturally designed boutiques and luxury client experiences for a fine jewellery studio. Reporting to the Retail Director, you will design, implement and optimise retail operational initiatives that drive profitability and enhance customer satisfaction.

Key responsibilities

• Analyse, streamline and document operational workflows to improve efficiency, consistency and scalability across all retail touchpoints.
• Lead change management for new systems, collaborating with L&D to embed processes.
• Oversee implementation and continuous optimisation of retail systems such as Shopify POS and NetSuite ERP.
• Partner with the Retail Director on new store fit‑outs and expansion, ensuring operational requirements are met.
• Establish proactive store maintenance and facilities programmes to keep boutiques safe, presentable and compliant.
• Create a seamless omnichannel experience by improving stock integrity, stocktake accuracy and real‑time inventory visibility.
• Manage the operational expenditure budget, including wages, consumables and maintenance costs.
• Directly manage and mentor the Retail Operations Manager, fostering a culture of operational excellence.

Required profile

• 7+ years of experience driving operational efficiency, leading process transformation, managing retail expansion and controlling operational budgets.
• Diploma‑level or Bachelor’s degree in a related field; MBA or Graduate Certificate in Operational Excellence is highly regarded.

Required skills

• Shopify POS
• NetSuite ERP
• Process analysis and documentation
• Change management
• Budget and P&L management
• Facilities and maintenance coordination
• Omnichannel inventory management