Omnichannel Retail Operations Leader

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

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