Global Senior Retail Operations Manager

About Us

Dyson is on a journey to optimise its retail distribution and deliver a premium and consistent retail experience to every shopper at every touchpoint across their path to purchase journey. Our role is to excite customers and bring them to our retail spaces, after which we can showcase the Dyson technology in a retail setting that delights and encourages them to get hands on with our products. In physical retail we have more than 460 doors worldwide and a distributed network of over 15,000 points of sales.

With an estate of this size that continues to grow, operational efficiency and excellence is paramount, not only to our customer and staff experience, but to our long-term profitability.

The Global Senior Retail Operations Manager will support the global retail excellence function as the lead contact for each market on how to optimally operate the stores. The successful candidate will work with cross functional stakeholders including training, IT, Security, Procurement, Logistics and H&S and our EMEA, APAC, Americas and Gr. China markets.

About The Role

Retail Operations

Develop operations excellence strategy across markets and operational compliance including but not limited to, risk management, audit, physical security, health & safety, inventory management etc.

Cascade top-down operational best practice into regions and markets, ensuring market applicability and relevance; at the same time champion the voices of the markets

Engage region and markets to share best practices via global forums

Create, define and refine operational processes for the markets; build and streamline the library of guidelines, programs and available SOPs for each market

Inculcate a process driven culture aiming to make all stores compliant with standards like PCI DSS and conduct internal audits, business continuity plans and H&S risk assessments.

Orchestrate with stakeholders to build an overview of all in-store supports to markets and support the markets with the rollout of new store collateral and tools

Implement services compliantly that optimise the shopper experience, engagement and conversion e.g. next day delivery, collection from store, virtual queuing.

Play a key role in developing new services that optimise the shopper experience, engagement and conversion e.g. personalisation, next day delivery, collection from store, virtual queuing

Be the first line of support: this includes training of store teams on operational procedures, compliance mechanisms and the roll out of new store services but also assistance on store hardware, H&S and other business critical functions.

People & Productivity

Advise based on analysis and feedback from the Regional Leads on optimal staffing model according to various retail store formats

Drive efficiencies in the allocation of in-store resources, while ensuring an outstanding customer experience

Build best in class data tracking, reporting and governance with key metrics/KPI's for all experience and staffing initiatives

Understand the competitive environment – what does best in class training and retail experience look like in the industry

Develop an intimate understanding of the global store estate and distribution network

Work on systems to monitor and track the highest of retail standards in the Dyson stores

Employ existing and novel solutions towards the regional, market and store teams to reduce back-office admin and increase productivity improvements

Manage external supplier relationships for digital solutions to optimise the in-store experience and map interactions.

Drive global conversations to streamline the supplier base, reduce costs and increase operational process so that market teams are offloaded

About You

8+ years store operations or store management experience in for a similarly dynamic, international and complex organization.

Be passionate about retail; champion the shopper mindset.

Comprehensive understanding of premium retail experience and evolving shopper expectations.

Demonstrable experience implementing large scale change / transformational projects.

Experience communicating across boundaries and working in a matrix organisation.

Excellent communicator with clinical written and verbal presentation skills. Digitally savvy.

Strong prioritisation, project management and delivery skills.

Highly collaborative; a strong listener with an ability to listen to many different inputs and translate them into appropriate solutions.

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.