Retail Operations Manager in London

About Us

The Neve Jewels Group is a leading name in the jewellery industry, managing three brands (Diamonds Factory, Austen & Blake and Sacet) and known for its exquisite craftsmanship and commitment to providing exceptional customer experiences. We are seeking a dynamic and experienced Retail Operations Manager for our Diamonds Factory Brand to sit within the Senior Retail team, alongside the Regional Sales Managers and to lead our retail operations function, acting as the key conduit between Head office and the stores.

Job Summary:

As the Retail Operations Manager for Diamonds Factory, you will be responsible for overseeing all aspects of our retail operations function across the brand.

Key Responsibilities

• Customer Experience
  • Support the Commercial Director, field team, and stores in fostering a culture of exceptional customer service by setting high standards and monitoring customer feedback.
  • Support business initiatives to ensure the customer remains at the heart of everything, referencing customer insights across all relevant tools and communications.
  • Ensure store teams are treated as the ‘customer’ by Head Office, providing the best communication and tools to enable excellent service delivery.
• Sales and Revenue Growth
  • Support the Commercial Director in driving sales growth through effective coordination of visual merchandising, product knowledge training, and customer engagement strategies.
  • Support Regional Sales Managers and the wider business with daily, weekly, regular, and ad hoc reporting, ensuring reports are produced in agreed centralised formats and delivered within set deadlines.
  • Ensure new reports and systems are introduced efficiently for end users, leveraging key stakeholders across the business.
  • Support the Retail Director and Regional Sales team in generating and monitoring reports on key retail KPIs.
  • Build consistency across all markets by creating centralised data files for major retail reports.
• Communication
  • Act as a key conduit and first point of contact between stores and all key departments using business communication tools such as email, Asana, and Proximity.
  • Ensure accurate and relevant communication is consistently delivered to stores, Regional Sales Managers, and the wider business.
  • Streamline communication into an engaging weekly playbook, reducing store emails and ensuring communication disciplines are followed by all Head Office stakeholders.
  • Develop and maintain strong relationships with external vendors to support the Neve business.
  • Work closely with the Visual Merchandiser to ensure guidelines are maintained, store layouts are visually appealing, and displays reflect the brand image while enhancing customer experience.
  • Provide clear and constructive feedback to support the Visual Merchandiser in executing their role effectively.
• Operational Efficiency
  • Work closely with the Commercial Director to streamline retail operations, maximise efficiency, and reduce operational costs.
  • Encourage innovative thinking across stakeholders to ensure the business operates at its highest potential.
• Training
  • Work with the Commercial Director and Regional Sales Managers to identify key training needs and knowledge gaps.
  • Partner with the Training Manager to develop tools and resources that support training rollouts.
• Budget Management
  • Work with the Commercial Director and Regional Sales Managers to develop and manage retail budgets, monitor expenses, and ensure profitability.
  • Help create clear frameworks and timelines that are easy for teams to follow.
• Compliance & Inventory Management
  • Ensure all stores adhere to company policies, procedures, and legal requirements by producing clear Standard Operating Procedures (SOPs), timelines, and follow-up actions while working cross-functionally.
  • Maintain and update a centralised Standard Operating Hub to house all SOPs.
  • Oversee inventory control processes to optimise stock levels, minimise losses, and ensure product and sample availability.
  • Actively advocate for Risk Management and represent the Retail team centrally when required.
• Expansion
  • Support the Property Team and Regional Sales Managers with the opening of new store locations.

Qualifications & Experience

• Proven experience as a Retail Operations Manager or in a Regional Management role within the jewellery, luxury fashion, or accessories industry.
• Strong leadership and team management skills with a proven track record of building high-performing teams across multiple markets.
• In-depth knowledge of retail operations, inventory management, and visual merchandising.
• Excellent communication and interpersonal skills.
• Strong analytical mindset with the ability to use data to drive decision-making.
• Familiarity with jewellery products, trends, and industry best practices.
• Proficiency in retail software and systems (Proximity experience highly preferred).
• Exceptional organisational and problem-solving skills.
• Commitment to delivering exceptional customer experiences.

Vitality Health Insurance 24-hour access to Employee Assistance Programme