SUMMARY:
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POSITION INFO:
Purpose of the Role
The National Retail Operations Manager will be responsible for overseeing the daily operations, profitability, and performance of all retail stores nationwide. This senior leadership role requires a strong strategic thinker with a passion for premium retail, customer experience, and operational optimisation. The ideal candidate is both hands-on and highly analytical, capable of leading diverse store teams to deliver consistent brand standards and commercial results.
Key Responsibilities
Strategic Leadership
- Develop and implement national retail strategies aligned with overall business objectives
- Set and manage operational KPIs, sales targets, and growth goals for all stores
- Collaborate with Marketing, Product, and Finance teams to support retail campaigns, stock management, and promotional execution
Store Operations
- Ensure consistent implementation of brand standards, store visual merchandising, and service excellence across all locations
- Drive compliance with company policies, health and safety regulations, and operational procedures
- Oversee retail systems and processes to improve efficiency and customer experience
Team Management & Development
- Lead, mentor, and support Regional/Cluster Managers and Store Managers
- Build a high-performance retail team through training, coaching, and succession planning
- Champion a positive and accountable culture across all retail staff
Customer Experience
- Ensure a world-class in-store customer experience that reflects the brand
- Monitor customer service feedback and resolve escalated customer issues
- Support CRM initiatives and loyalty programmes in collaboration with Marketing
Financial & Sales Performance
- Analyse sales performance and implement strategies to maximise revenue and profitability
- Manage retail budgets, expenses, and staffing levels across all stores
- Oversee stock control, shrinkage, and inventory turnover targets in partnership with Planning and Logistics
Requirements
- Minimum of 8–10 years’ retail operations experience, with at least 5 years in a national or regional leadership role
- Experience managing premium or luxury retail brands preferred
- Proven ability to lead large, multi-site teams and deliver on business KPIs
- Strong commercial acumen and understanding of the retail sales cycle
- Excellent leadership, communication, and organisational skills
- Advanced proficiency in retail management systems and MS Office (Excel, Word, PowerPoint)
- Willingness to travel nationally as required
- Tertiary qualification in Business, Retail Management, or related field preferred
