Head of Retail Operations

SARAH & SEBASTIAN; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Above-industry salary package

Product allowance

50% staff discount

Birthday leave

Work from home on Fridays

Complimentary Soldered bracelet

Sustainability & ocean-conservation

RJC-certified Jewellery brand

Job summary

SARAH & SEBASTIAN is seeking a Head of Retail Operations to drive operational excellence across its boutique network and luxury client experiences. You will plan, execute, and optimise retail initiatives to boost profitability and customer satisfaction.

Reporting to the Retail Director, you will lead system migrations (Shopify POS, NetSuite), manage store expansions, omnichannel stock, budgets, and a high-performing team to uphold premium service and sustainability commitments.

Qualifications

• 7+ years in retail operations and process transformation.
• Diploma or Bachelor’s degree; MBA or Graduate Certificate preferred.
• Experience implementing ERP/retail platforms (Cin7, Shopify POS, NetSuite).
• Strong leadership and financial acumen; customer-centric mindset.

Responsibilities

• Analyse, streamline, and document operational workflows for efficiency and scalability.
• Lead system changes with L&D to ensure successful adoption.
• Oversee Shopify POS, NetSuite ERP, and other platforms.
• Collaborate on new store fit-outs and international expansion.
• Establish maintenance programmes for boutique operations.
• Optimise omnichannel stock integrity and real-time inventory.
• Manage Opex budget including wages, consumables, and maintenance.
• Directly manage and mentor the Retail Operations Manager.

Skills

Operational leadership

Process transformation

Retail expansion

Budget management

ERP systems

Stakeholder engagement

Luxury retail

People management

Data-driven

Education

Diploma or Bachelor’s degree

MBA or Graduate Certificate in Operational Excellence

Tools

Cin7/Shopify POS

NetSuite

Job description

HEAD OF RETAIL OPERATIONS Lead Operational Excellence

SARAH & SEBASTIAN is a conceptual fine jewellery studio where exquisite artistry meets an elevated edge. We are seeking a Head of Retail Operations to define and drive operational excellence across our architecturally designed boutiques and immersive luxury client experiences.

Reporting to the Retail Director, you will be the architect of efficiency — directly responsible for planning, executing, and optimising all retail operational initiatives that impact profitability and elevate customer satisfaction across our growing retail division.

WHAT YOU WILL DO

Process Management:

Analyse, streamline, and document comprehensive operational workflows to enhance efficiency, consistency, and scalability across all retail touchpoints. Develop and implement best-practice standards for all retail and service processes.

Change Management:

Lead the smooth transition of new systems into the retail team, working closely with the L&D Manager to ensure change is embedded effectively and supports the ongoing success of the brand.

Oversee the implementation and continuous optimisation of critical retail systems — including Shopify POS and NetSuite ERP — alongside other supporting platforms.

New Store Fit-outs & Expansion:

Collaborate with the Retail Director on all new store development, contributing to operational layout planning and ensuring all operational requirements are met for a seamless launch and efficient ongoing operations. Experience with international expansion is advantageous.

Store Maintenance & Facilities Management:

Establish and oversee a proactive maintenance programme, coordinating all activities to ensure our boutiques remain fully operational, safe, impeccably presented, and compliant with health and safety regulations.

Omnichannel Experience & Stock Integrity:

Create a seamless omnichannel experience by optimising processes related to stock integrity — including stocktake accuracy, efficient stock transfers, and real-time inventory visibility across all channels (in-store, online, click & collect, and reserve in-store).

Budget, Costs & P&L Management:

Own and effectively manage the operational expenditure (Opex) budget, to ensure maximum financial efficiency. Responsibilities include wages costs, budget sign-offs, store consumables, and maintenance expenses.

Operational Leadership & Team Management:

Directly manage and mentor the Retail Operations Manager, fostering a culture of operational excellence, delegating effectively, and ensuring projects are delivered on time and to standard.

ABOUT YOU

• Experience: 7+ years driving operational efficiency, leading large-scale process transformation, managing retail expansion, and controlling operational budgets.
• Education: Diploma-level or Bachelor's equivalent in a related field. Postgraduate qualifications (MBA or Graduate Certificate in Operational Excellence) are highly regarded.
• Technical Expertise: Demonstrated experience implementing and optimising enterprise platforms. Exposure to system migrations (e.g. Cin7 to Shopify POS) or NetSuite implementation is highly desirable.
• Leadership: A strategic thinker with strong people management skills, high emotional intelligence, sound financial acumen, and a deep commitment to customer-centricity.
• Strong written communication and stakeholder engagement skills.
• Experience in premium, luxury, or design-led retail environments is advantageous.

Align with our core values:

MAKE WAVES — Think creatively, challenge ourselves and the status quo.

PRECISION — Act with care and attention.

COMMUNITY — Collaborate, show respect, create enduring relationships.

PROTECT WHAT IS PRECIOUS — Be ambassadors for ocean conservation and accountable for our impact.

WHAT YOU WILL RECEIVE

• Above-industry salary package, product allowance, and 50% staff discount
• Birthday leave
• Work from home on Fridays
• A complimentary Soldered bracelet
• A newly created, high-impact role supporting business-critical growth
• The opportunity to contribute to a brand committed to sustainability and ocean conservation
• Working for an RJC-certified Jewellery brand

ABOUT US

Established in 2012, SARAH & SEBASTIAN is a conceptual fine jewellery studio crafting new natural icons, engineered to inspire. Founded by designers Sarah Gittoes and Robert Sebastian Grynkofki, we are reimagining fine jewellery — where exquisite artistry meets an elevated edge.

Our architecturally designed boutiques across Australia offer an immersive window into the brand, with luxury services including Ear Alchemy Piercing, Soldered Permanent Jewellery, and Fine Jewellery Consultations for engagement and wedding pieces.

With a deep connection to the Australian landscape and ocean, we are committed to preserving its rare beauty through local manufacturing, conscious production, and philanthropic initiatives.

Please note: only successful candidates will be contacted.