Overview
The Retail Operations Lead plays a critical role in building, scaling, and optimising the operational excellence of our retail stores. This person ensures that all stores operate efficiently, deliver an outstanding customer experience, and execute brand and operational standards consistently. Working closely with the Retail Strategy and Operations Manager you will support strategic initiatives while driving day-to-day operational excellence and continuous improvement across our growing store teams.
Key Responsibilities
Operational Support & Coordination
* Support the daily operations of US and UK stores, ensuring alignment with company standards and processes.
* Act as the primary operational contact for UK and US retail teams, providing clear guidance and timely support.
* Partner with Store Managers to ensure operational consistency and compliance.
* Coordinate weekly retail updates, announcements, and operational communications via Zipline, ensuring messages are clear, timely, and engaging.
* Collaborate with cross-functional teams (Merchandising, VM, HR, Marketing) to ensure store teams are kept up to date on key dates, events and updates.
Logistics & Warehouse Coordination
* Liaise with the warehouse to manage deliveries and stock movements for UK stores.
* Act as the central point of contact for logistics and shipments, ensuring clear and timely communication on all deliveries and shipments.
* Facilitate communication between warehouse and store teams, ensuring timelines, launch schedules, and priorities are clear.
* Continuously review best practices and and flag opportunities for improvements.
* Support resolution of delivery or operational issues quickly and proactively.
Documentation & Systems Management
* Maintain and update retail operational documents, including policies, SOPs, and guidelines.
* Partner with the Training Manager to align on operational training for store teams and creation of modules in Zipline.
* Manage the organisation and accuracy of digital filing systems in SharePoint and Zipline.
* Conduct regular audits to remove outdated materials and ensure stores can easily locate the latest resources.
* Support system administration (POS, shift planning, Order.co, Zipline), liaising with IT and vendors to resolve issues and maintain accurate access lists.
Store Communication & Feedback
* Maintain strong, open communication with store teams, fostering a collaborative and solution-oriented environment.
* Gather, analyse, and summarise feedback from stores to identify trends, opportunities, and recommendations for improvement.
* Partner with HR on engaging, on-brand content in Zipline that promotes communication, celebrates store achievements, and reinforces company culture.
Compliance & Continuous Improvement
* Support monitoring of store compliance with operational policies and processes, ensuring follow-up actions are completed.
* Identify opportunities to simplify or improve workflows, systems, and processes to enhance efficiency.
* Partner with the Retail Strategy & Operations Manager on operational improvements that support scalability and consistency across regions.
* Ensure operational and logistical processes align with brand, health & safety, and compliance requirements.
Reporting & Administration
* Assist in preparing operational reports, commercial feedback, and project updates.
* Maintain up-to-date retail contact lists, store checklists, and administrative documents.
* Coordinate logistics, agendas, and documentation for retail meetings, calls, and store visits.
* Support budgeting and cost tracking for operational and logistics activities.
Key Skills & Experience
* 4–6 years’ experience in retail operations, logistics coordination, or multi-site support (head office or field).
* Proven ability to manage operational processes and cross-functional collaboration.
* Strong understanding of retail systems, store operations, and logistics workflows.
* Excellent organisational and project management skills with meticulous attention to detail.
* Confident communicator, able to build relationships and influence across teams.
* Proficient in Microsoft Office and comfortable with using digital tools and software for communications, POS and workforce management.
* Analytical mindset and able to interpret operational data and store feedback to inform improvements.
* Proactive problem-solver with the ability to adapt quickly to change in a fast-paced environment.