Head of Retail Operations

About the role

The Head of Retail Operations is responsible for driving performance, profitability and brand consistency across the Exclusive Brand Outlet (EBO) network. This senior leader will oversee store operations, sales delivery, customer experience and expansion readiness, ensuring sustainable growth while maintaining operational excellence.

Key responsibilities

• Own and deliver sales, profitability and EBITDA targets for the EBO business.
• Drive same‑store sales growth, improve productivity metrics and monitor KPIs such as conversion, average bill value, ASP, UPT and sell‑through.
• Ensure flawless execution of SOPs, inventory management, shrinkage control and compliance across all stores.
• Champion customer‑centricity, improve NPS and uphold visual‑merchandising and brand standards.
• Lead operational readiness for new store openings and standardise onboarding processes.
• Develop Regional, Area and Store Managers, fostering a high‑performance, accountable culture.
• Collaborate with Merchandising, Marketing, Supply Chain and HR to optimise inventory, footfall and talent planning.
• Maintain governance, audit compliance and loss‑prevention initiatives.

Required profile

• Proven senior leadership experience in retail operations or a comparable multi‑store environment.
• Strong track record of achieving P&L targets and driving productivity improvements.
• Demonstrated ability to lead large teams, develop talent and manage change.
• Excellent analytical mindset with data‑driven decision‑making capabilities.
• Deep understanding of customer experience, brand standards and compliance requirements.

Required skills