Head of Retail

Aotearoa New Zealand Association of Social Workers; Whau; On-site; NZD 150,000 - 210,000; Full time

Benefits offered by this job

Best Places to Work 2025

Staff discounts

Job summary

Petdirect is seeking a Head of Retail to lead the retail function across our store network. This hands-on, operational leadership role will supervise the retail leadership team, shape training, coaching, and store standards, and ensure consistent execution across all stores.

Regular travel is required from the Head Office. The role focuses on developing overarching retail strategy, driving performance, and embedding a high-performing, values-led culture across NZ’s best-loved pet retailer as we

Qualifications

• Significant experience leading a multi-site retail network.
• Proven ability to translate strategy into store-level actions.
• Strong leadership and people development skills.

Responsibilities

• Lead, coach, and develop the retail leadership team across multiple stores.
• Own day-to-day performance of the store network including sales, service, and presentation standards.
• Align stores with overarching retail strategy and growth initiatives.
• Drive governance, reporting, and KPI tracking for the network.
• Coordinate retail marketing and in-store events with central teams.
• Ensure training and capability programmes scale with network growth.

Skills

Retail leadership

Strategy development

People management

Vision & culture

Job description

ROLE SUMMARY:

We are Petdirect, a one-stop shop for all your pet needs - both online and in-store. Our vision is to lead the pack in making it easier for Kiwi pet parents to provide the best life for their pets. As we grow our bricks-and-mortar presence, we’re not just opening stores – we’re creating vibrant, connected community hubs built on education, authenticity, and heart. We’re committed to delivering an amazing shopping experience, whether online or in person. Proudly NZ-owned and operated, we’re a passionate team of PetSters dedicated to helping pets and their people live happier lives.

With five stores open, we're looking for a Head of Retail to lead the retail function and make sure our existing store network runs brilliantly, day in and day out. This is a hands-on, operational leadership role - you'll lead the retail leadership team, own how our stores are trained, coached, and led, coordinate retail marketing and in-store events, and make sure every store operates to a high standard, getting the most out of the network we already have. Integrate new stores into the network at the handover point from the Retail Expansion team.

This is a full-time, 40-hour-a-week role based at our Head Office, with regular travel across the store network.

WHAT YOU'LL DO:

Retail Strategy

• Develop and own the overarching retail strategy, covering both the performance of the existing store network and the growth of Petdirect's physical footprint.
• Translate strategy into clear operating priorities, targets, and initiatives for the retail leadership team.
• Partner with the Head of Retail Expansion on new store growth strategy, including format, location priorities, and pipeline planning, ensuring new stores are set up to integrate smoothly into the existing network.
• Regularly review and refine strategy based on performance data, market trends, and customer feedback.
• Partner with the CEO and leadership team to ensure retail strategy supports wider business growth plans.

Retail Leadership and Team Performance

• Lead, coach, and develop the retail leadership team, including Retail Operations Lead, store managers, and assistant managers.
• Own the day-to-day performance of the existing store network, including sales, service, and presentation standards.
• Build a consistent leadership rhythm across stores, so every store operates to the same high standard.

People and Culture

• Champion a high-performing, values-led culture across the retail network, building on Petdirect's recognition as one of NZ's Best Places to Work.
• Own the store induction experience, ensuring every new PetSter is set up for success from day one.
• Build a strong bench of future store leaders through succession planning and leadership development.
• Partner with the Head of People & Culture to embed people initiatives, policies, and engagement practices across the retail network.
• Monitor engagement and job satisfaction across stores (e.g. via engagement surveys or exit feedback), and act on insights to keep retail a great place to work.

Training and Capability

• Own training and development for store teams, partnering with the Retail Operations Lead to build capability across the network.
• Set the standard for how store leaders are coached and developed.
• Build and evolve structured training and capability programmes as the network grows.

Customer Experience and Service

• Own and iterate the in-store customer experience model, ensuring the physical environment, technology, and retail associates work together to deliver an enhanced engagement experience.
• Drive consistency in customer service standards through NPS and mystery shopping results, using this feedback to identify gaps and drive improvements to the experience model.
• Ensure training aligns with the delivery of customer experience and service standards.
• Ensure correct staffing levels to maximise customer service and keep labour costs on track.
• Partner with Marketing, Merchandise, and Store Expansion teams to ensure the experience model is consistent and evolves as the network grows.

Technology

• Identify opportunities for technology, automation, and process improvements that drive efficiency and effectiveness across the retail network.
• Provide feedback to Tech and Merchandise teams on in-store systems and tools, representing the practical, on-the-floor perspective of store teams.
• Support the rollout and adoption of new retail technology, ensuring stores are trained and set up for success.

Marketing and In-Store Events

• Coordinate retail marketing and in-store events across the network, partnering with the Marketing and Merchandise teams to bring campaigns and activations to life in stores.
• Make sure store teams are set up to deliver marketing initiatives and events consistently and well.
• Input into the long-term trade plan and lead the briefing process to ensure retail requirements are met.
• Represent the voice of retail in marketing planning, so campaigns work in the reality of a store environment.

Stock Management

• Ensure stock is maximised, expiry management, and stocktake management.
• Ensure replenishment processes are managed, given feedback, and evolved as the business grows in the existing network, working closely with warehouses on replenishment strategy.

Store Operations and Standards

• Set and hold the network to clear operating standards, processes, and daily rhythms.
• Use sales, service, and performance data to identify issues early and drive continuous improvement across stores.
• Ensure the retail network operates within all relevant laws and regulations, including health and safety.

Commercial Performance and Reporting

• Own sales and service performance across the existing store network, and hold the leadership team accountable for delivery.
• Ensure retail stores deliver against profitability targets, taking corrective action where stores fall short.
• Ensure strategic priorities set for the retail network are executed consistently on the ground, translating strategy into day-to-day store action.
• Report retail performance to the CEO, including sales, service, and key risks.
• Partner with Merchandise, Store Development, and other functions to make sure the network runs smoothly day-to-day.
• Ensure conversion is above 50% and identify delivery opportunities to increase UPT / AOV.
• Manage staff costs to budget across the store network.
• Drive growth in homebrand sales to support margin and profitability targets.
• Set and drive sales targets across the store network, in partnership with the CEO and Merchandise team.
• Identify and act on opportunities to grow sales through range, promotions, staffing, and in-store execution.
• Monitor sales performance against target and lead corrective action where stores are underperforming.

Governance and Reporting

• Establish and maintain a governance framework for the retail network, including a clear set of KPIs and a health matrix covering sales, service, safety, and people measures.
• Provide regular reporting to the CEO and Board on retail performance, key risks, and mitigation plans.
• Ensure retail decision-making is transparent, well-documented, and defensible, supporting audit and compliance requirements.

WHO YOU ARE:

• A strong operator who thrives on consistency, standards, and getting a network humming.
• An experienced people leader who builds capable, motivated store teams.
• Comfortable coordinating across marketing, merchandise, and store development to get things done.
• Hands-on and visible - happy spending time in stores, not just at a desk.
• A clear communicator who can hold a team accountable while bringing them with you.

WHAT EXPERIENCE YOU'LL HAVE:

• Significant experience leading a multi-site retail network, ideally at a similar or larger scale.
• Experience contributing to or owning retail strategy, with exposure to board-level or governance reporting.
• A proven track record of lifting store performance, standards, and culture across a network.
• Experience leading and developing store leaders, and building training or capability programmes.
• Experience coordinating retail marketing or in-store events with a central marketing function.
• Comfortable operating without direct ownership of leasing, site selection, or store design, and focused instead on running the network well.

OUR STANDARDS:

• Seek 1%ers: We embrace continuous learning and strive to improve every day, no matter how small the gain.
• Act with purpose: We are intentional in our decisions and actions, always keeping the customer at the centre.
• Be collaborative: We work as one team - respectfully, openly, and with a shared commitment to success.
• Take responsibility: We own our actions and outcomes, demonstrating accountability at every level.
• Get it right: We hold ourselves to high standards by prioritising quality and accuracy in everything we do.

WHY JOIN PETDIRECT:

• Join one of New Zealand's Best Places to Work 2025 (medium business), recognised for our culture, leadership, and employee experience.
• Be part of a future-focused business that genuinely embraces technology and AI - and encourages you to do the same.
• Work in a dynamic, pet-loving, collaborative culture that moves fast and celebrates initiative.
• Enjoy regular morning teas, social activities, and plenty of four-legged visitors at our Avondale support office.
• Access generous staff discounts and real opportunities to grow as we expand our store network nationwide.

ABOUT PETDIRECT:

We are a team of pet enthusiasts dedicated to making life easier for pet parents. Our journey started as an online-only business, but we have now expanded into brick-and-mortar retail, with our first five stores now open and ambitious plans to grow our physical presence across New Zealand.

We pride ourselves on offering exceptional service, high-quality products, and expert advice to help Kiwi pet parents make the best choices for their furry family members. As we expand, our commitment remains the same: to be a trusted partner for pet lovers across the country.

Join us as we continue to build a market-leading e-commerce and retail experience for pet parents in New Zealand.

petdirect.co.nz