Head of Retail Operations

TSHR; Sydney; Hybrid; AUD 270,000 - 330,000; Full time

Benefits offered by this job

Hybrid working arrangements

Senior leadership role

Job summary

TSHR is seeking a senior retail leader to head the stores network across corporate and independent franchises in Sydney. You will oversee sales performance, customer experience, in-store execution, team development and learning initiatives.

Reporting to the MD, you will drive sustainable sales growth, manage budgets, lead back-of-house efficiency, and develop training programs. A background across hardware, auto, trade, or furniture and experience with 50+ stores is highly valued.

Qualifications

• Seasoned retail leader with 50+ store responsibility in national scope.
• Experience across hardware, auto, trade or furniture sectors preferred.
• Ability to drive KPI/OKR aligned sales and customer-first culture.

Responsibilities

• Drive sustainable sales, margin and profit growth while leading KPI/OKR targets.
• Oversee planning and implementation of operations strategies and initiatives.
• Lead customer experience, visual merchandising, and planning processes.
• Inspire corporate and franchise teams, participate in leadership programs.
• Manage back-of-house efficiency, wage control and learning initiatives.
• Develop annual plans and budgets with the MD in line with strategy.
• Ensure high service standards and implement a customer-satisfaction program.
• Develop and refresh store and member training programs.

Skills

Leadership

Store operations

Sales growth

Budgeting

Franchise experience

Education

Bachelor's degree

Job description

• Australia-wide, 100 stores, franchise & company-owned, 40 years of success!
• Franchise, membership background in hardware, auto, trade or furniture sectors?
• Drive sales and margin. Continually improve KPI’s and OKR’s with a customer-first culture

For over 4 decades, this well-regarded retailer has built significant brand equity & reputation by delivering high-quality information, products & services to a loyal customer base across a strategic mix of franchised and corporate stores. They operate in both B2B and B2C and pride themselves on high-level customer service, exceptional product knowledge and advice, strong communication channels, and true partnership relationships.

Reporting to the MD, you are an integral member of the executive team and will lead the retail teams for both corporate and independent network stores, overseeing all aspects of sales performance, customer experience, in-store execution, team management, and learning and development.

Key aspects of the role include:

• Drive sustainable company sales, margin and profit growth and continually improve KPI’s and OKR’s to lead industry standards, along with a customer-first sales culture.
• Manage the planning and implementation processfor agreed Operations strategies, projects and initiatives, to ensure understanding and engagement from all key stakeholders
• Lead the customer experience to deliver a consistent, best-in-class experience, including VM and plannergrams.
• Provide inspirational leadership to both the corporate and franchise development teams, with strong participation in conferences and future-leaders' development programs while driving a culture of continuous improvement and learning.
• Lead back-of-house efficiency projects, wage and cost management, as well as drive learning and development initiatives across the store network, ensuring a strong balance of sales, customer experience and product training.
• Develops annual plans and budgetsin conjunction with the MD and in line with the company's strategic plan.
• Ensures a consistently high standard of professional service is provided to all customers. Develops a Service Standards measurement program to ensure high levels of Customer Satisfaction are achieved
• Develops, enhances and updates effective Store and Member Training Programs and modules to deliver high standards of operations

Currently, you are in a similar national, GM or Head of Stores role responsible for at least 50 stores. Experience in hardware, automotive, trade, furniture, bedding, consumer electronics, ideally in a franchise or membership-based business, will be highly regarded. Tertiary qualifications and B2B experience would also be advantageous.

Results-driven, you are an effective influencer and communicator, able to demonstrate strong leadership and initiative, with a sound commercial and numerical mindset, and a real passion and excitement for the retail industry, along with an understanding of the levels, numbers, and KPIs that drive success.

Finally, a focus on service and improvement, meeting deadlines, accuracy, understanding the business, and a passion for being the best and enjoying what you do are critical to your success.

Hybrid working arrangements, a North Western Sydney location, circa $300k plus CA and an inspiring MD with an extensive retail track record make this an exciting opportunity.