Luxury Store Operations Lead — Elevate Customer Experience

Leadingnation; Hong Kong; On-site; HKD 700,000 - 1,000,000; Full time

Job summary

Leadingnation is seeking an experienced Store Operations Manager to oversee day-to-day store operations and lead the operations team in delivering operational excellence and an exceptional customer experience.

The role focuses on policy implementation, inventory control, visual merchandising support, and staff coaching, while collaborating with regional and global Store Operations teams to meet luxury retail standards and drive business initiatives.

Qualifications

• Minimum 5-7 years of relevant operational management experience within the luxury retail industry.
• Strong leadership, people management, problem-solving, and decision-making capabilities.
• Excellent communication, interpersonal, presentation, and stakeholder management skills.
• Well-organized, proactive, and capable of managing multiple priorities in a fast-paced retail environment.
• Customer-focused with a strong understanding of luxury retail operations and service excellence.

Responsibilities

• Oversee all aspects of daily store operations, including policy and procedure implementation, inventory management, stocktakes, asset and cost control, visual merchandising support, staff scheduling, training, and coaching.
• Monitor inventory accuracy and implement effective controls to minimize stock loss and damage.
• Ensure operational processes, product handling, and merchandise flow comply with company standards and guidelines.
• Analyze store performance, sales trends, and forecasts, providing actionable insights and reports for management review.
• Manage stock deliveries, merchandise transfers, client repair orders, and logistics coordination with warehouses, boutiques, and repair centres.
• Maintain a thorough understanding of after-sales service, client repair processes, and stock repair policies to ensure smooth execution.
• Oversee defective merchandise handling and manage local damage costs effectively.
• Provide administrative support and handle store-related enquiries, feedback, and operational issues.
• Partner closely with regional and global Store Operations teams to identify operational priorities and support business initiatives.
• Conduct and support operational training for frontline employees to ensure adherence to company standards and best practices.
• Handle customer complaints professionally and support floor management to ensure an exceptional client experience.

Skills

Leadership

People management

Communication

Stakeholder management

Problem solving

Job description

Leadingnation is seeking an experienced Store Operations Manager to oversee day-to-day store operations and lead the operations team in delivering operational excellence and an exceptional customer experience.

The role focuses on policy implementation, inventory control, visual merchandising support, and staff coaching, while collaborating with regional and global Store Operations teams to meet luxury retail standards and drive business initiatives.