Job Title: Retail Operations Manager
Role Type: Full Time
Reports to: Head of Direct to Consumer
Location: London Stores
Salary: Competitive

About the Role

We are looking for an experienced and commercially minded Retail Operations Manager to join our growing team. Split between our four London boutiques and our central London head office, this newly created role is central to driving operational excellence, supporting performance, and enabling our store teams to deliver an exceptional customer experience.

The ideal candidate will bring a strong background in luxury retail, with a proven track record of leading operational change, managing performance, and implementing systems across multiple locations. This is a hands-on role with time split between stores and head office, focused on strengthening our operational foundations and supporting our teams in consistently delivering the highest standards across every boutique.

You’ll work closely with in-store teams to streamline processes, ensure compliance, and embed tools that support high-performing, customer-focused environments. With a clear focus on efficiency, consistency, and service delivery, this role is key to shaping and sustaining retail operations that reflect our brand values and meet evolving customer expectations.

Key Responsibilities

Operational Leadership & Systems Integration

• Lead the execution and ongoing refinement of operational processes across all London stores.
• Drive the successful implementation of new retail systems, ensuring adoption across teams and alignment with brand goals.
• Act as the key liaison for bringing together our in-store operations and e-commerce experience to deliver a cohesive omnichannel customer journey.
• Ensure all stores remain compliant with health & safety standards, internal policies, and regulatory requirements.

Change Management & Continuous Improvement

• Lead change initiatives across stores, ensuring minimal disruption and strong engagement from store teams.
• Identify operational inefficiencies and implement solutions that enhance customer service and back-of-house productivity.
• Work collaboratively with internal departments to embed new tools and practices that future-proof retail operations.

Performance Management & Talent Development

• Support Store Managers in setting clear objectives, monitoring KPIs, and coaching teams to exceed performance targets.
• Implement frameworks for team onboarding, development, and performance evaluation.
• Champion a high-performance culture through consistent feedback, recognition, and development pathways.

Brand & Customer Experience

• Maintain exceptional brand standards across visual merchandising, store presentation, and client service delivery.
• Embed CRM tools and clienteling strategies into daily routines, enabling deeper, more personalised customer connections.
• Remove operational barriers to allow teams to focus on delivering an elevated luxury experience.

Communication & Cross-Functional Alignment

• Act as a key operational bridge between store teams and head office functions, ensuring consistent communication and seamless execution of initiatives.
• Contribute to business-wide projects by representing in-store perspectives and requirements.
• Provide regular operational reporting to the Head of DTC, including insights and opportunities for continuous improvement.

Skills & Experience Required

• 5–7 years’ experience in retail operations, ideally within a luxury, multi-site environment.
• Strong background in leading change and implementing new systems across store networks.
• Demonstrated success in aligning in-store operations with e-commerce or omnichannel retail strategies.
• Highly organised with excellent analytical, communication, and stakeholder management skills.
• Proven ability to manage performance, coach others, and cultivate high-performing teams.
• Comfortable navigating both strategic initiatives and hands-on store execution.
• Willingness to travel frequently across London boutique locations.
• Proficient in tools related to retail analytics, workforce scheduling, and customer relationship management.

What We Offer

• Competitive salary and pension contribution.
• 25 days annual leave, plus bank holidays.
• Generous staff discount and regular sample sales.
• Access to confidential wellbeing and mental health support services.
• Opportunities for training, progression, and involvement in cross-functional projects.
• Regular team and company social events.

Our Mission

We design exclusively for life outside work, creating products that elevate everyday moments and redefine relaxation. Our commitment to Feel-good Living is at the heart of every decision, and this role plays a vital part in delivering that vision to our in-store customers.

Our Values

We are Life-Loving, Pioneering, Approachable, and Discerning — values that guide everything we do, from product design to team development.

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Direct applications only. No recruitment agencies. UK-based position.