National Retail Operations Manager

SUMMARY:
-

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