Senior Operations Manager - Retail Property

We are seeking an exceptional Senior Retail Operations Manager to join the Retail team at our Corporate Office on a Fixed Term basis for 12 months. We are building on the reputation of our heritage properties by pursuing a global vision to lead the future of luxury. This includes curating distinctive and enriching experiences, developing our digital capabilities and superior insights, enhancing our unmatched guest experience, and expanding the number of hotels, spas, and residences around the world.

The Senior Retail Operations Manager is responsible for driving operational excellence across all retail channels, both online and offline. This role leads strategic planning, operational efficiency initiatives, and cross-functional alignment to maximise profitability, strengthen the customer experience, and support the company’s commercial objectives. The position oversees e-commerce, warehouse functions, cost management, stock management and retail performance while building an operational framework for growth.

As Maybourne continues to expand, this role is instrumental in shaping long-term retail strategy, exploring new growth opportunities, assessing potential distribution channels, and ensuring that all operational functions run seamlessly while delivering best-in-class service.

Commercial and Financial Performance

• Develop and maintain weekly, monthly, and seasonal trading reviews, sharing insights with the Retail team and senior leadership.
• Lead margin reviews, identifying risks, inefficiencies, and opportunities to optimise product and operational profitability.
• Deliver cost-saving initiatives across all retail and operational functions, ensuring measurable year-on-year efficiencies.
• Oversee sales forecasting in collaboration with the Chief Commercial Officer, using performance data and market insights to guide planning and stock decisions.

E-commerce Leadership

• Manage and continuously improve all current and future online tools, enhancing the customer journey and increasing conversion rates.
• Identify functionality gaps, champion new digital capabilities, and lead cross-departmental implementation.
• Strengthen the business’s online presence, ensuring consistency across site content, product experience, and brand messaging.
• Partner with Digital Marketing and SEO agencies and in-house teams to coordinate product exposure, optimise campaigns, and align trading priorities.
• Own and optimise the CRM strategy, working both independently and alongside the in-house CRM team to drive customer segmentation, retention, and retargeting.

Retail Operations Management

• Oversee the full scope of retail operations, ensuring strong performance, efficient processes, and high standards across all customer-facing and support functions.
• Implement operational frameworks, SOPs, and best practices to ensure consistency across retail channels (physical and digital).
• Support the development of junior colleagues, helping them deepen their knowledge of the retail function and Maybourne’s brand values.

Logistics and Supply Chain Management

• Lead warehouse management, ensuring optimal performance, stock accuracy, productivity, and ongoing cost reduction initiatives.

Strategic Projects and Continuous Improvement

• Drive strategic projects focused on operational excellence, digital enhancement, and customer experience improvement.
• Oversee performance dashboards, KPIs, and reporting frameworks to drive data-led decisions across the organisation.

At Maybourne, you’ll discover a vibrant, supportive community that celebrates creativity, entrepreneurial spirit, and innovative thinking. We are deeply committed to your growth, offering a range of tailored development opportunities across all levels and specialisms. Whether refining your craft or expanding your horizons, we help you shape a career as unique as you are.

Option to purchase up to five additional days of annual leave per year.

• A programme of wellbeing initiatives, from mental health support to physical activity.
• Life assurance through our Death in Service scheme.
• Eye care support, including vouchers and contributions towards glasses.
• Flu vaccination vouchers.
• Cycle to Work Scheme.
• An extra paid day’s leave to celebrate your birthday.
• Instant recognition and award programme, celebrating extraordinary contributions.
• Dedicated in-house training and development to support your personal and professional growth.
• Introduce a Star referral scheme with rewards of up to £1,500.

Financial Care

• A highly competitive salary package.
• Increased holiday entitlement after 3 and 5 years of service.
• Family-first policies, including enhanced maternity and paternity pay.
• Season ticket travel loans.
• A generous pension scheme.
• Smart Tech Benefit Opportunity to buy electrical goods with monthly repayments to help you spread out the cost.
• Exceptional colleague rates of £50 per night across Maybourne properties for you and your family.
• 50% off food and beverage across our restaurants and bars.
• Thoughtful gifts to mark weddings, new arrivals, and retirements.