Head of Retail Operations Support

MCS Group; Belfast; On-site; GBP 60,000 - 80,000; Full time

Job summary

MCS Group is seeking an experienced Head of Retail Operations Support to lead operational support for retail business across Northern Ireland. This leadership position demands a proactive individual with strong management skills, keen analytical abilities, and a background in FMCG or a similar fast-paced environment. The role involves shaping strategic directions, optimizing processes, and ensuring exceptional customer service through effective team leadership and collaboration.

Qualifications

• 5+ years in a senior operational or commercial leadership role within retail or FMCG.
• Proven experience leading multifunctional teams and driving business performance.
• Strong understanding of retail operations and commercial processes.

Responsibilities

• Lead and develop a high-performing Retail Operations Support team.
• Design and implement scalable support strategies.
• Monitor and analyse key performance indicators.

Skills

Leadership

Project Management

Customer Service

Stakeholder Engagement

Analytical Skills

Education

Relevant third-level degree

Job description

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 028 969 355 22.