Head of Retail Operations

Job Summary

The Head of Retail Operations leads store operations, implements retail strategies, and collaborates with cross-functional teams to deliver a consistent and exceptional customer experience across all locations.

Key Responsibility

• Oversee the daily operations of all retail stores to ensure smooth and efficient business operations.
• Develop and implement operational strategies that support business growth and company objectives.
• Ensure compliance with company policies, standard operating procedures, and retail best practices.
• Conduct regular store visits to assess operational performance, merchandising standards, and customer service quality.
• Identify operational issues and implement corrective action plans.

• Drive the achievement of monthly, quarterly, and annual sales targets.
• Monitor key performance indicators (KPIs), including sales, conversion rate, average transaction value, units per transaction, and profitability.
• Analyze sales reports and market trends to identify business opportunities.
• Develop action plans to improve underperforming stores.

• Ensure consistent execution of visual merchandising standards and brand presentation.
• Maintain high standards of customer service across all stores.
• Resolve escalated customer concerns and implement initiatives to improve customer satisfaction.
• Promote a customer-centric culture throughout the organization.

• Collaborate with Merchandising and Supply Chain teams to ensure optimal inventory levels.
• Monitor stock availability, replenishment, sell-through rates, and inventory turnover.
• Minimize inventory losses through effective stock control and loss prevention initiatives.
• Oversee stock audits and ensure inventory accuracy.

• Lead, coach, and develop Area Managers, Store Managers, and retail support teams.
• Establish performance goals and conduct regular performance reviews.
• Identify training needs and implement development programs.
• Foster employee engagement, accountability, and a high-performance culture.

• Manage operational budgets and expenses.
• Monitor labor costs, store operating expenses, and profitability.
• Recommend cost-saving initiatives while maintaining operational efficiency.

• Ensure stores comply with labor regulations, health and safety standards, and company policies.
• Oversee loss prevention initiatives and security procedures.
• Ensure timely implementation of corporate directives and operational changes.

• Work closely with Merchandising, Marketing, Human Resources, Finance, Supply Chain, and IT teams.
• Support new store openings, renovations, relocations, and store closures.
• Participate in strategic planning and business development initiatives.

• Bachelor's degree in Business Administration, Retail Management, Marketing, Management, or a related field.
• At least 8–10 years of progressive retail management experience, with 3–5 years in a senior leadership role overseeing multiple stores.
• Proven experience managing an international or global retail brand, preferably in the footwear, sportwear, fashion, or lifestyle industry.
• Strong understanding of global retail standards, visual merchandising, customer experience, and brand compliance.
• Demonstrated success in driving sales growth, operational excellence, and profitability across a multi-store retail network.

• Strong leadership and people management skills
• Strategic thinking and business acumen
• Excellent communication and interpersonal skills
• Data analysis and decision-making abilities
• Financial and commercial awareness
• Problem-solving and conflict resolution
• Project and change management
• Customer service orientation
• Negotiation and stakeholder management
• Proficiency in Microsoft Office and retail management systems

• Sales achievement
• Store profitability
• Customer satisfaction scores
• Inventory accuracy and turnover
• Stock loss/shrinkage
• Labor cost management
• Employee engagement and retention
• Store compliance audit scores
• Visual merchandising compliance
• Store operational efficiency