Job Overview
It is an exciting time to join Mountain Warehouse as we expand our global store estate and continue to look at new and innovative ways to improve what we do. The Head of Retail Operations is a vital part of our Retail Operations Team working closely with the Senior Head of Retail Operations & Transformation. You will be a key architect of how our stores run and will be fizzing with ideas on what can be done to make life easier for them, shape operational best practice, enhance the customer experience, and commercial performance across retail.
Application Deadline: 31 May 2026
Department: Retail
Location: London
Key Responsibilities
* Support the Senior Head of Retail Ops to deliver all retail operations globally, ensuring consistency and excellence in service delivery.
* Develop and implement operational strategies to improve Communications and Workload Management that align with business objectives and drive efficiency.
* Gatekeeper of BAU Store Operating Procedures, designing and implementing governance and change management controls.
* Ensure compliance with company policies, industry regulations, ESG standards, and legal requirements across all retail locations.
* Drive operational excellence and standardisation across retail stores to enhance performance and customer experience.
* Be an active part of our transformational change initiatives to improve agility, innovation, and long-term sustainability within the retail function.
Standard Operating Procedures
* Identify opportunities in Store Operating Procedures to improve efficiency, reduce costs, and/or provide a better colleague experience.
* Oversee the implementation of new retail initiatives, ensuring store teams are well prepared, trained, and supported.
* Partner with Country Managers to ensure they are supported with best practice that is fit for each market.
Business Partnering
* Business partner with the Retail leadership team and senior management as requested; capture opportunities, set expectations on deliverable dates, and provide frequent updates on progress.
* Point of contact for escalation within the Retail Operations team, able to implement solutions where required.
* Manage relationships with third parties as required.
Leadership
* Lead and motivate the Retail Operations team to deliver their objectives, continually reviewing capability and capacity to ensure objectives are delivered, individuals grow, and succession plans are in place.
* Foster a culture of collaboration, innovation, and continuous improvement across global retail operations.
We Would Like To Meet Someone Who Is
* Proven experience leading a retail operations function for a major retailer, with accountability for stores’ communication and workload governance.
* Passionate about retail with a strong understanding of retail operations and the impact of change on store teams.
* Excellent planning and organisational skills.
* Exceptional communication and stakeholder management skills.
* Proactive and self‑motivated, with the ability to drive initiatives independently.
* Proficient in Microsoft Office (Excel, PowerPoint, Teams).
* Skilled at managing multiple priorities in a fast‑paced environment.
* Collaborative, detail‑oriented, and committed to quality and consistency.
* Commercially minded, balancing innovation with practicality.
* Confident in constructively challenging processes and identifying improvements.
* Ensures all activities align with company standards, operational guidelines, and brand values.
Benefits
* Competitive salary and benefits package
* Hybrid working: 3 days in London‑based office & 2 days working from home
* Holiday allowance
* 50% staff discount & 25% for family and friends
* Pension scheme
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