It Operations Lead: Itil, Msps & Ai Integration

Excolo.; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Above-market salary

Mentorship from leadership

Growth opportunities

Paths beyond boutique

Job summary

Excolo is seeking a Retail Business Manager to own the end-to-end performance of its luxury studio in Paddington, Sydney. You will lead experience, operations, and commercial outcomes, shaping every client journey from first appointment to final delivery.

The role requires 6+ years in retail or service-led environments, 3+ years in leadership, and strong commercial and operational capabilities. You will coach a high-performing team, manage rostering, budgets, and use data to drive growth, with

Qualifications

• 6+ years’ experience in retail or service-led environments.
• 3+ years in a leadership role.
• Strong commercial and operational capability.
• Exceptional communication skills.
• A track record of leading teams in fast-paced, high-expectation environments.

Responsibilities

• Lead, coach and develop a high-performing team.
• Build a culture where people perform, grow and stay accountable.
• Own rostering, resources and studio performance.
• Drive KPIs, conversion, budgets and commercial results.
• Forecast demand and identify growth opportunities.
• Manage a long-cycle, appointment-led client journey.
• Oversee operational execution and day-to-day excellence.
• Use data to continuously improve performance.
• Lead the studio experience from both a people and commercial perspective.

Skills

Leadership

People development

Commercial acumen

Operations management

Data-driven

Communication

Forecasting

Scheduling

Client journey

Job description

Retail Business Manager | Luxury Experience & Operations

Forget everything you’ve learnt about traditional retail. If you’re looking for another Store Manager role, this probably isn’t for you. If you’re looking for a business that will challenge you, develop you, and open doors to Melbourne, New York and beyond – keep reading.

The Opportunity: We partner with one of Australia’s most successful privately owned luxury businesses, a brand with a cult following, international growth, and serious commercial momentum. This is not a traditional boutique. It is an appointment‑only, architecturally designed experience space in Paddington where luxury, operations, client experience and commercial performance collide. Think art gallery meets high‑performance business. But here’s what makes it different:

• You’re not running one business.
• You’re effectively running three: experience, operations and commercial performance, all within one studio.
• Client journeys can span up to 12 months from first appointment to final delivery.
• Every detail matters. Every interaction counts.
• This is retail reimagined.

What You’ll Be Doing: You’ll own the end‑to‑end performance of the studio: people, experience, operations and commercial outcomes.

• Lead, coach and develop a high‑performing team
• Build a culture where people perform, grow and stay accountable
• Own rostering, resources and studio performance
• Drive KPIs, conversion, budgets and commercial results
• Forecast demand and identify growth opportunities
• Manage a long‑cycle, appointment‑led client journey
• Oversee operational execution and day‑to‑day excellence
• Use data to continuously improve performance
• Lead the studio experience from both a people and commercial perspective

About You: Forget titles. We care about capability. We’re looking for a commercially strong, people‑first leader who thrives in complexity, delivers under pressure, and is energised by doing things differently. You may come from retail, luxury, galleries, hospitality, jewellery or any environment where experience, relationships and operations intersect at scale. You’ll bring:

• 6+ years’ experience in retail or service‑led environments
• 3+ years in a leadership role
• Strong commercial and operational capability
• Exceptional communication skills
• A track record of leading teams in fast‑paced, high‑expectation environments

What You’ll Receive:

• Above‑market salary package
• A genuinely unique business in Australian retail
• Clear pathways beyond the boutique floor
• Exposure to international growth, including New York
• Mentorship from a highly experienced leadership team
• A role designed for progression, not maintenance

Some roles maintain careers. This one is designed to accelerate them.