Manager, Retail Operations

The Hongkong and Shanghai Hotels, Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Benefits offered by this job

Medical insurance

Paid holidays

Vacation days

Carer's leave

Job summary

The Hongkong and Shanghai Hotels, Limited seeks a Manager, Retail Operations to own and lead all Retail and E-commerce Operations across stores and online channels in Hong Kong. You will handle inventory management, POS governance, and customer service operations to ensure efficient, scalable and customer-centric execution.

The role requires 8–10 years in retail operations with at least 2 years in a managerial capacity, preferably in luxury, hospitality or premium brands, and a strong

Qualifications

• Bachelor's degree in business/retail-related field.
• 8–10 years retail ops experience, including at least 2 years in management.
• Experience in luxury/hospitality or premium brands; strong customer service and omnichannel knowledge.
• Strong knowledge of retail ops, audit compliance, SOP development, and governance.

Responsibilities

• Own and lead Retail and E-commerce Operations across stores and online channels.
• Ensure inventory accuracy, stock availability, and loss prevention.
• Oversee POS systems and retail platforms for integrity and compliance.
• Lead online operations including order management, fulfillment, and delivery performance.
• Manage Customer Service and Online Operations teams.
• Partner with E-commerce and Digital Marketing on campaigns and omnichannel initiatives.
• Monitor KPIs and drive improvements to productivity and customer satisfaction.
• Plan governance and continuous improvement to support growth.

Skills

Retail operations

Inventory management

POS systems

Omnichannel

Customer service

Education

Bachelor's degree in Business Administration, Retail Management, Supply Chain, Operations Management, or related discipline

Job description

Job Description

We are looking for a Manager, Retail Operations to own and lead all Retail and E-commerce Operations to ensure efficient, scalable, and customer-centric execution across all channels. Reporting to the Director of Retail and Wholesale, this role will be accountable for retail operations, inventory management, POS governance, operational standards, online order fulfillment, delivery performance, and customer service operations.

• Exceptional market-leading benefits such as comprehensive family medical insurance (including dependents), 17 paid statutory holidays, 20 vacation days, and 3 days paid carers' leave

Key Accountabilities

• Own and lead Retail and E-commerce Operations, ensuring consistent execution, operational excellence, and compliance across all stores and online channels.
• Accountable for all retail operational processes, including store operations, operational standards, SOPs, audit compliance, and process governance.
• Partner with the Retail Manager to enhance frontline productivity, operational discipline, and customer experience.
• Own inventory management and stock control, ensuring inventory accuracy, stock availability, and effective loss prevention measures.
• Oversee POS systems and retail operational platforms, ensuring system integrity, functionality, and user compliance.
• Lead end-to-end online operations, including order management, fulfillment, delivery performance, and service level achievement.
• Manage the Customer Service and Online Operations team, ensuring timely issue resolution, service excellence, and continuous capability development.
• Serve as the key operational partner to E-commerce and Digital Marketing teams to support campaigns, product launches, omnichannel initiatives, and customer engagement activities.
• Monitor and drive operational KPIs, identifying and implementing improvement initiatives to enhance productivity, efficiency, and customer satisfaction.
• Lead operational planning, governance, and continuous improvement initiatives to support business growth and ensure a seamless omnichannel customer experience.

Job Requirements

• Bachelor's degree in Business Administration, Retail Management, Supply Chain, Operations Management, or a related discipline.
• Minimum 8-10 years of retail operations experience, with at least 2 years in a managerial capacity; preferably with experience in luxury retail, hospitality, or premium consumer brands, with a strong understanding of customer service excellence and omnichannel customer journeys.
• Strong knowledge of retail operations, audit compliance, SOP development, and operational governance within a customer-centric retail environment.
• Hands-on experience in POS systems, retail technology platforms, online order management, and fulfillment processes.
• Proven analytical and problem-solving skills, with the ability to interpret operational KPIs, identify improvement opportunities, and implement effective solutions to enhance productivity and customer experience.