Director of Retail Operations

Miral Experiences; Abu Dhabi; On-site; USD 120,000 - 180,000; Full time

Job summary

Join a leading company as a Senior Director of Retail Operations, overseeing operational performance and guest satisfaction across retail outlets. Lead a large team while developing strategies for revenue growth and ensuring a high-quality shopping experience. Ideal candidates will have over a decade of experience in retail, particularly in multi-unit environments.

Qualifications

• 12–15+ years of progressive leadership in retail operations.
• Experience in leisure, entertainment, or theme park retail is preferred.
• Proven experience with premium and high-end IP brands.

Responsibilities

• Develop and drive a comprehensive operational retail strategy.
• Oversee day-to-day operations and ensure financial compliance.
• Build and nurture a high-performing retail operations team.

Skills

Leadership

Financial acumen

Communication

Stakeholder management

Data-driven decision making

Education

Bachelor's degree

MBA or advanced degree

Job description

Are you a seasoned retail leader with a passion for guest experience, innovation, and commercial performance? Join Miral Experiences as Senior Director – Retail Operations, where you’ll oversee the operational performance, profitability, and guest satisfaction across all retail outlets at our world-class destinations.

In this pivotal leadership role, you’ll report to the SVP of Operations and work closely with internal teams and brand partners to elevate the in-park shopping experience. You’ll lead a team of 6 direct reports and oversee a retail operation spanning 230+ team members across multiple iconic assets.

Key Responsibilities:

Strategic Leadership & Execution

• Develop and drive a comprehensive operational retail strategy aligned with Miral’s business goals
• Set clear KPIs and direction to maximize performance across all retail units
• Identify opportunities for increased sell-through, UPT, and capture rates

Revenue Growth & Commercial Performance

• Define and monitor sales targets, per cap, and average transaction value
• Analyze sales and guest insights to drive product and promotional effectiveness
• Support product storytelling and in-store experience to drive conversion

Operational Excellence

• Oversee all day-to-day operations, ensuring consistency, quality, and compliance
• Optimize inventory, store layouts, and VM to improve performance and guest satisfaction
• Identify CAPEX opportunities to improve financial returns and operational output

Team Leadership & Development

• Build and nurture a high-performing, customer-centric retail operations team
• Create a culture of learning, performance, accountability, and recognition
• Lead training and upskilling initiatives for site retail leaders and team members

Guest Experience

• Ensure exceptional retail service across all touchpoints
• Track and enhance NPS and GSS through continuous improvement
• Leverage innovation and technology to create immersive, memorable shopping experiences

Collaboration & Stakeholder Engagement

• Partner cross-functionally with GMs/DGMs, Finance, VM, HR, and Product Strategy
• Work closely with IP owners and licensing partners to protect and promote brand standards
• Align operational execution with strategic product planning

Financial Ownership

• Manage annual budgets, forecasts, and profitability targets
• Implement cost-control strategies while ensuring guest satisfaction and operational quality
• Ensure financial compliance and accurate reporting

What We’re Looking For:

• 12–15+ years of progressive leadership in retail operations, ideally across multi-unit environments
• Experience in leisure, entertainment, or theme park retail is a strong advantage
• Proven experience working with premium and high-end IP brands
• Strong financial acumen and ability to make data-driven decisions
• Inspirational leadership style with a collaborative, guest-first mindset
• Excellent communication and stakeholder management skills
• Bachelor's degree required; MBA or advanced degree preferred

At Miral Experiences, we create unforgettable guest experiences — and retail is a key part of that journey. If you're ready to lead at scale, inspire teams, and make a real impact, we’d love to hear from you.

Apply now and help us bring smiles through retail.