Retail Operations & Communications Manager UKEU

London, England, United Kingdom, Permanent

We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in-house and made by a small number of suppliers and artisans around the world to sustainable standards. We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.

The role involves supporting the Head of Operations in strategically and proactively implementing operations, communications, and administration for the retail business. This includes administrating the compliance and development of new business initiatives from concept through to evaluation, embracing digital platforms and future-proofing the global business. The aim is to give our store teams the best experience to deliver impeccable customer service and support the brand to achieve our goals. This role may require some weekend, bank holiday, and standard out-of-hours working availability.

What will I be doing?

• Operational efficiency: Oversee day-to-day retail operations, ensuring smooth workflow across stores or departments. Develop and implement processes that optimize retail performance, reduce costs, and enhance customer experience. Monitor store performance metrics recommending improvements and implement across all stores and channels, review success and reduce operational workload to ensure teams have more time with the customer. Lead and execute new store openings, relocations, and refurbishments in line with the brand strategy. Co-ordinate and partner with facilities teams to ensure speedy resolution of in-store issues and problems.
• Team management & training: Lead and manage retail operations team of coordinators. Train and develop team on company policies, procedures, customer service standards. Set the agenda for Retail team training to enhance customer experience and grow brand sales. Develop and execute internal communication strategies to ensure that all team members are aligned with company goals and initiatives via Haiilo and G-Suite. Serve as the main point of contact for store-level communications, ensuring consistency and clarity of messages. Coordinate with corporate and regional teams to disseminate promotional materials, product launches, and operational updates. Collaborate with your global counterparts to ensure that we have one central brand experience and message for all of our employees, including North America, Asia, and People and Culture.
• Customer experience & engagement: Monitor customer feedback and work with teams to improve in-store experiences and resolve complaints. Implement programs and initiatives aimed at improving customer loyalty and satisfaction. Analyze customer behaviour and trends to partner with merchandising on promotions and service delivery strategies.
• Budget & cost management: Manage budgets related to retail operations, ensuring resources are allocated efficiently. Track and report on retail expenses, sales forecasts, and store profitability. Collaborate with procurement and supply chain teams to manage inventory and reduce waste. Partner with ESG teams to deliver the best experience for brand and the environment.
• Brand alignment & visual merchandising: Work closely with the visual merchandising and design teams to execute in-store promotions, events, and seasonal campaigns. Ensure all stores have the tools and training to deliver to brand guidelines, visual merchandising standards, and promotional displays.
• Reporting & analytics: Collect and analyze data on sales, inventory turnover, and operational efficiency to report to the global head of retail operations and profit protection. Generate performance reports, identifying trends, challenges, and opportunities for improvement. Implement solutions based on data-driven insights to enhance store performance.
• Crisis management & problem resolution: Address operational issues in real-time. Lead efforts to ensure stores comply with health and safety regulations and other relevant guidelines. Oversee the implementation and maintenance of retail management software and systems (POS systems, inventory tracking, etc.). Stay up-to-date on retail technology trends and suggest innovations that could improve operational effectiveness.

What skills do I need for the role?

• Talent – Creating high performing, energized, and engaged teams within retail operations.
• Leadership - Strategic, Inspirational, Innovative with a proactive style.
• Innovative Thinking - Strategic and proactive with a highly operational thought process and end result in mind.
• Forward thinking – in planning, moving digital, becoming global and future-proofing the business.
• Project Management - Ability to manage and roll out global projects from conception, implementation to evaluation stage.
• Partnerships - Develop strong working partnerships with other departments to increase effectiveness and efficiency, able to manage these partnerships laterally and upwards where required, utilizing negotiation and influencing skills.
• Solution driven - Implements solutions to improve operations in stores to support the brand strategy which leads to long-term excellence with a view to roll out globally.
• Results focused – Driven to deliver the best brand experience in all channels.

About the location: Based in our East London Studios in vibrant Shoreditch with perks and benefits offered from local businesses including discounts on food, shopping, and health & beauty. Studio Location: Approximately a 10-minute walk from Liverpool Street Station and a 5-minute walk from Shoreditch High Street.

What we stand for:

• The Customer is the Boss - We work as one proud team to get the best for our customers.
• One Team - We are joined up and encourage others to share their ideas.
• We Do What We Say We Will - We know our goals, and we work with clear outcomes in mind.
• We Are Responsible - We are self-aware, understand the impact we have on others, and are positive about the future.

A generous wardrobe allowance so that you can wear our beautiful clothes to work each day. We are a disability committed certified employer. Employee discount for you to spend with family and friends. 33 days holiday increasing to 36 days after 2 years continuous service. Birthdays and volunteering days off. Access to dental cash plan & free virtual GP appointments through Aviva. UNUM employee assistance helpline. Life assurance cover. Access to discounted gym membership and corporate discounts. Hybrid working in our historic East London studios, working hours are 9-5.30pm. Free, confidential, wellbeing and lifestyle support with Retail Trust. Enhanced family leave benefits (neonatal, fertility, maternity, paternity, adoption, menopause). Health days for you to use either for physical or mental wellness. Dedicated mental health support from our mental health first aiders. Eye care vouchers, season ticket loans, and much more!

#WeAreAllSaints - Our aim is to develop truly diverse teams and create an environment where everyone feels respected, valued, and able to give of their best whilst contributing to the success of our brand. We recognize the importance and strength of diversity and commit to providing equal opportunities to everyone in our employment and recruitment processes. We safeguard against any form of discrimination irrespective of gender, gender reassignment, marital status, race, ethnic origin, nationality, disability, sexual orientation, religion, gender identity, gender expression, transgender status, or age. Even if you feel you don’t tick all the boxes, we’d still very much like to hear from you. We want you to know that finding people who have a passion for our brand and are open to learning is incredibly important to us. If you need any support or adjustments during your application, please get in touch with us and we are happy to help.