Retail Operations Manager

Patchi; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Patchi UK is seeking an experienced leader to own the end-to-end operational and financial performance across retail stores, e-commerce, logistics, inventory, and corporate sales support. You will drive sales, profitability, and KPI delivery while executing the HQ-defined commercial strategy.

You will manage multi-site retail operations, ensure brand adherence, lead a retail team, and partner with logistics and finance to optimise stock, orders, and reporting.

Qualifications

• 5–7 years of experience in retail operations management, ideally multi-site.
• Proven track record of P&L ownership for sales, margin and costs.
• Experience managing both physical retail and e-commerce operations.
• Background in FMCG, luxury retail, food & beverage, or gifting/confectionery preferred.
• Experience leading retail teams including hiring, coaching and performance management.

Responsibilities

• Oversee daily operations of Patchi UK's retail locations.
• Own the UK operating P&L and manage revenue, gross margin, payroll and expenses.
• Oversee inventory accuracy and stock management across locations.
• Coordinate inbound/outbound logistics and manage relationships with couriers.
• Run the UK online store day-to-day and ensure orders are processed and dispatched on time.
• Manage operational execution of corporate gifting orders and related payments.
• Prepare regular financial and operational reports for HQ.

Skills

Retail operations

P&L ownership

Multi-site management

E-commerce operations

Logistics & supply chain

Team leadership

Job description

Responsible for the overall operational and financial performance of Patchi UK, ensuring the efficient day-to-day management of retail operations, e-commerce, logistics, inventory, corporate sales support, customer service, and team leadership.

The role is accountable for achieving sales, profitability, and operational KPIs while implementing the commercial strategy defined by HQ.

Key Responsibilities

1. Retail Operations Management

• Manage the daily operations of all Patchi UK retail locations
• Ensure stores operate efficiently and in accordance with Patchi standards
• Maintain exceptional customer experience and service standards
• Ensure visual merchandising and store presentation comply with brand guidelines
• Recruit, train, coach, and develop retail staff
• Manage staff schedules and workforce planning
• Conduct performance reviews and set individual objectives
• Drive achievement of monthly and annual sales targets
• Monitor daily sales performance and identify opportunities for improvement
• Analyze sales trends and customer behavior
• Implement initiatives to maximize sales and profitability
• Ensure execution of HQ promotional campaigns

4. P&L Management

• Own the UK operating P&L
• Monitor revenue, gross margin, payroll, and operating expenses
• Prepare monthly financial reports and forecasts
• Control operational costs while maintaining service quality
• Ensure budgets are adhered to and report financial performance to HQ

5. Inventory & Stock Management

• Oversee inventory accuracy across all locations
• Manage stock replenishment and ordering
• Coordinate regular stock counts and investigate discrepancies
• Ensure proper product rotation and expiry management

6. Logistics & Supply Chain

• Coordinate inbound and outbound shipments
• Manage relationships with logistics providers and couriers
• Oversee receiving, warehousing, and stock transfers
• Ensure timely delivery of products to stores and customers

7. E-commerce Operations

• Manage the day-to-day operation of the UK online store
• Ensure online orders are processed, packed, and dispatched on time
• Monitor order accuracy and delivery performance
• Coordinate returns and exchanges

8. Corporate Orders

• Manage the operational execution of corporate gifting orders
• Ensure timely production, packing, and delivery
• Liaise with customers regarding operational requirements
• Follow up customer payments and outstanding balances
• Coordinate supplier invoices and payment documentation
• Manage petty cash where applicable
• Support monthly financial reconciliations

10. Reporting

Prepare regular reports covering:

Qualifications & Requirements

• Minimum 5–7 years of experience in retail operations management, ideally within a multi-site retail environment
• Proven track record of P&L ownership and accountability for sales, margin, and cost performance
• Experience managing both physical retail and e-commerce operations simultaneously
• Background in FMCG, luxury retail, food & beverage, or gifting/confectionery is highly preferred
• Experience managing logistics, supply chain, and inventory across multiple locations
• Prior experience leading and developing retail teams, including hiring, coaching, and performance management