Manager, Retail Operations

Leadingnation; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Benefits offered by this job

Medical insurance for family

17 statutory holidays

20 vacation days

Carers' leave 3 days

Job summary

Leadingnation seeks a Manager, Retail Operations to own and lead Retail and E-commerce Operations across stores and online channels, ensuring scalable, customer-centric execution. Reporting to the Director of Retail and Wholesale, the role covers inventory management, POS governance, online fulfillment, delivery performance, and customer service.

Requires a Bachelor's in Business Administration and 8–10 years in retail operations, preferably with luxury/hospitality exposure, plus strong KPI

Qualifications

• Bachelor's degree required in Business Administration or related field.
• 8–10 years in retail operations with 2+ years in management; luxury/hospitality experience preferred.
• Strong knowledge of retail operations, SOPs, and governance.
• Hands-on experience with POS systems and online fulfillment processes.
• Analytical and problem-solving skills to improve KPIs and customer experience.

Responsibilities

• Own and lead Retail and E-commerce Operations across stores and online channels.
• Ensure inventory accuracy, stock availability, and loss prevention measures.
• Oversee POS systems and retail platforms, ensuring system integrity and compliance.
• Lead end-to-end online operations including order management and delivery performance.
• Manage the Customer Service and Online Operations team for timely issue resolution.
• Partner with E-commerce and Digital Marketing teams to support campaigns and omnichannel initiatives.
• Monitor and drive operational KPIs and drive continuous improvement.

Skills

Leadership

Analytical skills

Customer service

Omnichannel

Project management

Education

Bachelor's degree in Business Administration

Retail Management

Supply Chain

Tools

POS systems

Retail software platforms

Online order management

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.

• Own inventory management and stock control
• Bachelor's degree in Business Administration
• Lead end-to-end online operations

Benefits

• 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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