London Office - Retail Operations Manager

THE ROLE
To be the custodian of the Retail Operating Model, driving retail operational excellence in the field, store and support centre teams.

WHAT YOU’LL BE DOING

• Engage, challenge and influence retail stakeholders across the business to ensure that new or updated operational projects and processes are delivered at the right time with the appropriate resources to ensure excellent in store execution.
• Continuously seek new and improved store processes and work with the Retail Operations wider team to implement.
• Manage critical paths for activity affecting the stores and establish an effective process to monitor timescales.
• Work with the Retail Operations team to set and monitor internal SLAs; driving a ‘stores first’ approach.
• Act as the central point of operational information and support for stores, field and support centre teams.
• Troubleshooting and answering queries from the Retail teams; identifying and resolving issues.
• Work with the wider retail operations team to ensure that any new and/or amended processes are appropriately communicated and resourced.
• Work with the L&D team to ensure all new store processes are supported with the relevant training tools to support in store execution.
• Work with the Retail Communications team to ensure that all store based activity is communicated to the stores in an effective manner and at the right time.
• A Subject Matter Expert in any Company projects or trials impacting Retail Operations.
• Report on store operational compliance and work with stakeholders to improve execution levels.
• Create SLAs for non-trading functions to achieve and put measures in place to continuously review and improve.
• Be the Voice of retail in all Forums.
• Maintain strong working relationships with our retail teams including regular store visits and back to the floor days to stay at the forefront of retail requirements.

WHO YOU ARE

• Strong IT skills – confident in all Microsoft Office programmes (particularly PowerPoint and Excel).
• Confident communicator with strong written and verbal communication skills.
• Ability to challenge the status quo confidently with relevant data and feedback.
• High attention to detail and proofing skills.
• Act with pace – the ability to be reactive and meet strict deadlines.
• Excellent organisational skills and the ability to juggle changing priorities in a fast paced environment.
• Passionate about Retail and a strong advocate of being the voice for stores.
• Ability to make strong cross-functional relationships.
• Use initiative and work both as part of a team and independently.
• Solutions focused and innovative.
• Lateral thinker, ensuring outcomes from one activity that impact another are managed effectively.
• Excellent knowledge of the retail sector, strong commercial awareness and customer focus.

EXPERIENCE

• Experience of working in a retail head office environment, ideally within Retail Operations.
• Knowledge and understanding of working in a retail store environment - experience of working on the shop floor is essential.
• Highly competent in converting technical / business language into simple ‘retail speak’ to ensure that all communications are delivered successfully.

WHATS IN IT FOR YOU

• 40% staff discount plus friends & family discounts throughout the year.
• Access to our reward platform for external discount and offers.
• Profit related bonus scheme.
• Option to join our Healthcare Private Medical Scheme.
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you.
• All employees are covered by our life assurance policy from day one.
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year.
• Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service).
• Spread the cost of your commute with interest-free season ticket loans.
• Do your bit for the environment and save money with our Cycle2Work scheme.
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust.