Retail Operations Leader: Performance, Coaching & Compliance

WHSmith North America; Baltimore (MD); On-site; USD 85,000 - 110,000; Full time

Job summary

WHSmith North America seeks an Operations Delivery Manager to lead field operations, drive sales execution, and ensure strong customer experience across stores. You will coach store leaders, develop teams, and partner with management to implement promotions, audits, and new initiatives.

The role emphasizes data-driven decision making, inventory control, and compliance, with a focus on performance improvement and risk reduction in a dynamic retail environment.

Qualifications

• 3+ years leading large-scale retail or hospitality operations.
• Proven ability to coach leaders and drive accountability in a fast-paced setting.
• Strong knowledge of retail KPIs, inventory controls, and compliance.
• Experience with merchandising, promotions, and customer engagement.

Responsibilities

• Lead field operations to improve sales execution and customer experience.
• Coach store leadership on operations, inventory, and compliance.
• Analyze performance data to drive action plans and risk mitigation.
• Partner with managers to roll out promotions and new initiatives.

Skills

Operations leadership

Coaching & development

Data-driven decisions

Retail analytics

Communication

Organization & follow-up

Tools

Microsoft Office

Reporting tools

Business analytics platforms

Job description

WHSmith North America seeks an Operations Delivery Manager to lead field operations, drive sales execution, and ensure strong customer experience across stores. You will coach store leaders, develop teams, and partner with management to implement promotions, audits, and new initiatives.

The role emphasizes data-driven decision making, inventory control, and compliance, with a focus on performance improvement and risk reduction in a dynamic retail environment.