Retail Operations Manager in London

Are you an experienced Retail Operations Manager? Are you comfortable working in a small team where your personality and attitude are key? Our client is one of Britain's best-known fine jewellery designers and is looking for an Operations Manager to join them for a 1-year contract.

About the role:

• After-sales and Client Services: Oversee client services assistant for all aspects of role/people management. Ensure client services processes are managed seamlessly and in a timely manner, with clear communication with the retail team on all after-sales jobs to ensure an exceptional customer experience. Point of contact for Wholesale accounts with Repair queries or escalations. Look at ways of enhancing our client services department by suggesting new ways of working in line with our goals.
• Stock: Oversee perpetual stock takes and ensure all stock is factored into the rolling stock takes. Responsible for resolving any queries or discrepancies that arise. Ensure Accessories are counted once a month & levels are accurate. Support various departments with internal and external stock movements. Manage consignment pieces. Enhance the way we work and manage stock security. Ensure all FarFetch orders are fulfilled in full. Support retail with web order fulfilment.
• Operations: Ensure full understanding of shipping + customs compliance and processes with various shipping companies. Look at ways of keeping us streamlined and with optimal shipping options to enhance our customer service levels. Ensure packaging levels are maintained in the warehouse and at the store, managing call ins and reorders. Oversee all aspects of brand collateral. Support the Retail team with operational elements for in-store so the store can function optimally. Oversee onboarding, QC and assay of stock before being handed to the Merch Team. Manage all open tickets with the ERP provider to ensure they’re actioned and closed. Manage Loyalty Voucher scheme & staff wear pieces. Work with the Wholesale team on booking of wholesale orders, invoicing & deliveries. Onboard new colleagues or leavers. Support MD with any HR matters. Assist with various projects as required. Perform ad-hoc admin tasks for the business.

About the Client: We are a British fine jewellery brand known for striking colour combinations and the use of precious gemstones. We’re on a mission to deliver timeless and classic style. One of the most desirable British luxury jewellery brands with a Flagship Store in the heart of London, the brand is also stocked in prestigious retailers including Fortnum + Mason, The Watches of Switzerland Group, and is also available online. We are a customer-focused, female-led and inclusive brand. We are focused on growing our community, whose support ensures the success of the brand and are looking for someone special to join our growing team.

Health, Safety and Security: Responsible for ensuring Health & Safety Policy and practice is in line with current legislation. Responsible for the security procedures, training and management of security functions for the store. Maintain robust fire procedures, emergency evacuation protocols and liaise with the managing agent for best practice. Ensure Health & Safety regulations are adhered to, and that general and fire risk assessment recommendations are implemented across all locations. Negotiate and organise all centralised H&S inspections, maintenance or alarm contracts and monitor reports before distribution. Investigate, record and report accidents to ensure they are preventable in future. Understand all operational elements of alarms (fire/security) along with the Retail Manager.

Our Aims and Values: Our goal is to continue to grow as a leading luxury brand, delivering outstanding quality, timeless and classic design and excellent customer service. We are a Customer First business: Our customers are at the heart of everything we do. We will always strive to deliver outstanding and personal service with every interaction, to ensure their continued support and loyalty. Caring: We treat our colleagues with respect and treat others as we would wish to be treated. We are open and honest, deliver constructive feedback and seek to create a supportive and empathetic professional environment. Fast Paced: We are a small but passionate team, and we want to reach as many new customers as we can. We combine agility, focus and an entrepreneurial spirit, so we can move at pace and with changing priorities. Exceptional: We strive to continually learn about our customers, market trends and analysis data. We challenge ourselves and others to make the right decisions and add value to our business, contributing ideas and actions that move our brand forward.

Skills + Attributes required: Proficient in Microsoft Office 365. Able to work with various delivery portals DHL, Fedex etc. Numerical and intermediate Excel skills. Good analytical skills. Exceptional organisation skills. Able to multi-task and prioritise. Accuracy and attention to detail. Comfortable with using stock and IT systems (Full Training will be given).

To be successful here: You’ll have a can-do attitude. You’re a happy team player. You are personable and positive. You’re willing to learn and are approachable. You are honest and straightforward and solve problems/look for solutions. You enjoy working in a creative environment. You have a sense of humour. You are an insatiable learner.

What we offer: Private healthcare. Wellbeing support via an EAP programme. Team socials. Birthday day off. Jewellery loyalty scheme. Paid charity volunteering day.