Retail Operations Manager

Overview

The Retail Operations Manager plays a pivotal role in ensuring the seamless and efficient functioning of our retail operations, ultimately enhancing the client experience and driving sustainable sales performance. This role is responsible for overseeing four key pillars: Operational Excellence, Client Experience Excellence, Store Excellence, and Network Excellence. The Retail Operations Manager will lead the development, implementation, and continuous improvement of operational policies, procedures, and projects to support our strategic goals.

Key Accountabilities

Operational Excellence

• Oversee and manage all retail systems, ensuring their optimal performance and alignment with business needs.
• Lead and execute retail system projects from conception, implementation to training, ensuring successful adoption and measurable improvements.
• Develop, refine, and enforce retail operational policies and procedures to ensure consistency, efficiency, and adherence to company standards.
• Monitor and ensure compliance with all internal and external regulations, global guidelines, and brand standards, coordinating with relevant teams.
• Manage vendor relationships, orders, and invoices within budget and in accordance with purchasing processes.

Client Experience Excellence

• Identify, evaluate, and implement innovative selling tools to empower our retail teams and enhance the client journey.
• Ensure the consistent application of our elevated and branded global hospitality guideline across all retail touchpoints, delivering a memorable and personalized experience for every client.
• Manage and oversee the standards for uniforms and grooming for all retail staff, reflecting our brand image and luxury positioning.

Store Excellence

• Drive initiatives for Front-of-House (FOH) and Back-of-House (BOH) optimization, including strategic non-merchandise placement, efficient inventory storage solutions, and optimal layout design to enhance operational workflow, maximize productivity, and elevate client engagement.
• Implement and manage robust stock management processes, including inventory control, stock adjustments, and loss prevention strategies.
• Oversee and optimize daily administrative support for retail stores.

Network Excellence

• Lead and manage new store opening projects from an operational perspective, ensuring all necessary systems, procedures, and resources are in place for a successful launch.
• Collaborate with cross-functional teams to ensure seamless execution of projects and initiatives across the retail network.

People Management

• Lead, mentor, and motivate a high-performing retail operations team, fostering a culture of excellence, collaboration, and continuous improvement.
• Manage newcomers' training and onboarding processes related to retail operations, facilitating a smooth integration and early success.
• Champion individual and team development, identifying opportunities to enhance competencies, drive skill growth, and empower team members in their respective areas of expertise.

Required Qualifications

• Bachelor's degree or above.
• Minimum of 12 years of progressive experience in retail operations, with a significant portion in the luxury industry.
• Proven track record of successfully leading and implementing operational projects and initiatives.
• Possesses strong meticulous and detailed follow-up skills.
• Open-minded and teamwork-oriented mindset with exceptional interpersonal skills to effectively collaborate with internal, transversal, and external stakeholders.
• Demonstrated ability to manage multiple priorities, adapt to changing business needs, and solve complex problems proactively.
• Excellent business-level language skills in English and Korean (written and verbal)

Preferred Qualifications

• Prior experience in leading flagship store openings or managing flagship store operations is highly preferred.