Head of Retail Operations Support Location: Northern Ireland Type: Permanent Reports to: Managing Director MCS Group is delighted to be working exclusively with an award-winning organisation based in Belfast to recruit an experienced and driven Head of Retail Operations to lead the operational support function for the retail business across Northern Ireland. This is a key leadership role responsible for ensuring the stores (both independent and company-owned) are equipped with the tools, processes, and guidance needed to operate efficiently and deliver a standout customer experience. As a member of the Northern Ireland Management Team, you will contribute to business strategy, lead cross-functional projects, and ensure the successful execution of retail support services across a complex and fast-moving retail environment. Key Responsibilities Lead and develop a high-performing Retail Operations Support team, covering Customer Service, Project Management, and Commercial Support. Set clear objectives, KPIs, and performance development plans to ensure team engagement and accountability. Design and implement scalable support strategies that align with the retail growth agenda and business priorities. Ensure effective day-to-day support for retail partners and internal teams, enabling smooth in-store operations and customer satisfaction. Continuously review processes, tools, and ways of working to drive efficiencies and effectiveness. Monitor and analyse key performance indicators (KPIs) to identify trends, gaps, and opportunities for improvement. Collaborate with key stakeholders including Trading, Marketing, Finance, and Supply Chain to coordinate efforts and deliver seamless retail support. Drive change initiatives to improve service delivery, customer experience, and commercial outcomes. Represent the Retail Operations Support function at retailer councils, cluster meetings, and conferences. Play an active role on the Northern Ireland Management Team, shaping strategic direction and contributing to overall business success. Support wider organisational goals through effective cross-functional collaboration and leadership. Essential Criteria 5+ years in a senior operational or commercial leadership role within retail, FMCG, or a similarly fast-paced environment. Proven experience leading multifunctional teams and driving business performance. Strong understanding of retail operations, customer service, and commercial processes. Excellent leadership, communication, and stakeholder engagement skills. Commercially astute, with strong analytical skills and a focus on results. Ability to balance strategic thinking with hands-on delivery. Flexible, resilient, and solution-oriented. Relevant third-level degree or professional qualification preferred. To speak in absolute confidence about this position please send an up to date CV via the link provided or contact Molly Rea, Specialist Consultant at MCS Group on. Skills: Retail operations commercial manager