Luxury Retail Operations Leader

Harvey Nichols is seeking a Retail Operations Manager to join our Birmingham store, a destination for luxury and cutting‑edge design. This is a senior specialised role working with the General Manager to support the selling functions within the store to the highest level, to facilitate the maximisation of sales and profit whilst maintaining the highest service levels. If you have previous experience of working in an operational role, ideally within a retail environment this could be your next move. The ideal candidate will also have experience of managing multiple disciplinary teams, as this role requires managing the support functions of the store which includes Security, Maintenance and Stock movement.

About the role

As Operations Manager, you will support the selling function as a key part of the management team. This includes undertaking projects to enhance the store's profitability, preparing annual budgets and forecasts for relevant support areas, overseeing and controlling monthly store costs, and completing analyses for both the Store and Head Office.

You will:

• Develop SLAs based on company KPIs to optimise team efficiency, allowing FOH Retail teams to focus on clients and delivery excellence.
• Regularly assess support processes for simplicity and efficiency, undertaking ad hoc analytical work and business cases as requested by the General Manager.
• Hold regular meetings with HOH teams to maintain communication and ensure effective service delivery.
• Oversee online fulfillment, track KPIs, minimise inaccuracies, and report results weekly for group trade.
• Oversee maintenance, ensuring completed work meets budget, safety, and legislative standards.
• Collaborate with H&S, maintenance and security teams to secure backstage areas, ensure compliance with safety regulations, maintain up‑to‑date records, and train staff on reporting potential hazards.
• Monitor and maintain store equipment and ensure availability of maintenance supplies.
• Coordinate maintenance and housekeeping needs to ensure a safe, clean, and organised store.
• Schedule and track preventative maintenance, following up with vendors and internal teams on repairs.
• Implement practices to reduce energy waste and improve efficiency.
• Manage the twice‑yearly stock take process liaising stakeholders to achieve results in line with company expectations in terms of accuracy and loss.
• Control stock system adjustments and write‑offs in line with company policy.
• Deliver coordinated action plans post‑audit to improve results and maximise profitability.
• Set stock accuracy, cash loss, and percentage targets with the Central Stock Management team.
• Work with Store Planning, VM, Corporate, Marketing, and Retail Teams to deliver efficient fixture and asset moves, ensuring smooth project and event delivery.
• Submit re‑forecasts, CapEx budgets and HOH budgets to the FM and GM, ensuring all projects are on time and within budget.
• Ensure till operations and banking systems meet business requirements at all times.

About your experience

• Previous experience in Retail Management/ Operations
• A real business focus
• A track record of operational strength and financial accountability.
• Great stakeholder management skills.
• Ability to analyse and understand numerical data.
• Excellent IT skills.

A bit about You

• Ability to work under pressure and time constraints
• Ability to learn and work with multiple systems
• Commercially minded and customer focused
• Strong attention to detail
• Able to use own initiative and progress issues
• Able to develop and maintain working relationships throughout the business
• Interpersonal and communication skills
• Strong analytical and problem‑solving skills
• Planning and prioritisation skills with the ability to adapt to ad hoc demands

What's next? If you are already thinking of what you will wear on your first day (no we don't have uniforms) and this role catches your eye, hit the "apply" button below to kick‑start your journey with us.