Manager, Retail Operations

HSH Group / The Peninsula Hong Kong; Hong Kong; On-site; HKD 720,000 - 980,000; Full time

Benefits offered by this job

Family medical insurance (including-de

17 paid statutory holidays

20 vacation days

3 days paid carers' leave

Job summary

The Peninsula Hong Kong is seeking a Manager, Retail Operations to own and lead Retail and E-commerce Operations across all stores and online channels, ensuring scalable, customer-centric execution.

You will drive inventory management, POS governance, order fulfilment, delivery performance, and customer service, while partnering with the Retail Manager to elevate frontline productivity and omnichannel experiences.

Qualifications

• 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 luxury retail, hospitality, or premium brands.
• Strong knowledge of retail operations, audit compliance, SOP development, and operational governance.
• Hands-on experience in POS systems, retail technology platforms, online order management, and fulfillment processes.
• Proven analytical and problem-solving skills to interpret operational KPIs and drive improvements.

Responsibilities

• Own and lead Retail and E-commerce Operations across stores and online channels.
• Manage inventory accuracy, stock control, and loss prevention measures.
• Oversee POS systems and retail platforms, ensuring system integrity and compliance.
• Lead end-to-end online operations: order management, fulfillment, and delivery performance.
• Direct Customer Service and Online Operations team and develop capability.
• Partner with E-commerce and Digital Marketing to support campaigns and omnichannel initiatives.
• Monitor KPIs and drive productivity, efficiency, and customer satisfaction.

Skills

Retail operations

Inventory management

POS systems

Operational governance

Analytical skills

Education

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

Tools

POS systems

Online order management platforms

Job description

Location: Hong Kong SAR

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.

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