Retail Operations Manager UK & EMEA

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Founded in 1971 in Somerset, England, today Mulberry is a truly global fashion company and the largest manufacturer of luxury leather goods in the United Kingdom. Across all locations, we are united by our employee values: Be Bold, Be Open, Be Responsible, Be Imaginative.

If these are values you share, we would love you to join our team.

The Retail Operations Manager is responsible for managing the operational activities and processes across the UK retail network. You will lead the UK Retail Operations team, ensuring the day-to-day operational requirements for all store activities are conducted accurately and in accordance with internal and external requirements. You will champion operational excellence and own and deliver projects that continuously strive to develop in store standards and processes.

Duties and Responsibilities:

Store Operations

• Continuously review and update the operational standards manual for the store network, ensuring effective communication and delivery across all regional stores.

• Partnering with Retail Operations Global Team to align on strategy, innovation and policy.

• Leverage omni-channel to develop a UK Retail Operations strategy to deliver improved operational efficiency in all stores.

• Partner with Retail Area Managers, to identify support requirements and development opportunities.

• Audit store operational efficiency and identify opportunities for improvement.

• Responsible for managing in store operational expenses, review spend and processes for all controllable costs.

• Accountable for reviewing the current inventory control processes; identify and develop solutions where improvement is required.

• Monitor and investigate stock loss and stock loss audit results; partner with relevant Area Manager to produce appropriate action plans for each store.

• Continuously review and develop the operational processes and procedures required to support new store openings and closures across all stores.

• Partner with Digital & Technology teams on in store omni-channel, digital devices and programmes to maximise sales, resolving escalated customer enquiries, and improvements to delivery/process.

• Liaise with external providers to ensure that all necessary maintenance and upgrades are implemented within agreed time frames.

• Maintain third party relationships with review meetings including negotiation and renegotiation of contracts / agreements and building upon offer.

• Partner with IT to facilitate regular systems training sessions for stores.

• Responsible for exploring new and innovative processes that will enhance customer experience.

• Delivery of operational training to support project launches / operational changes.

• Producing weekly and monthly reporting including building and sharing business analysis.

• Supporting in the annual budget process for the region

Security

• Responsible for monitoring security standards across the store network; accessing and identifying the need for additional security as and when needed.

• Respond and resolve any escalated security matters, informing senior management where necessary.

• Monitor and improve store compliance to security standards and policies.

• Take overall responsibility for the company's compliance with security legislation.

Heath & Safety

• Develop and maintain Health and Safely operational guidance for store locations.

• Liaise closely with the appointed Health and Safety Consultant to ensure continuously development of procedures in line with current and new legislation and industry requirements.

• Ensure all scheduled and ad-hoc store risk assessments are completed and filed in accordance with legislation.

• Manage the PAT testing process for stores.

• Ensure accident reports are completed, followed up and filed accurately.

• Liaise with stores on Fire Risk Assessments and extinguisher requirements.

Customer

• Support the area managers in the usage and training of clientelling tools.

• Establish KPIs & metrics to support customer strategy.

• Report weekly / monthly on customer results.

Projects

• Lead and support any ad-hoc retail projects, ensuring they are delivered to required timescales and on budget.

• Propose ideas or opportunities for projects and initiatives which will ensure a leading retail operation.

• Represent the retail and commercial teams in projects.

• Communication of projects.

Brand:

• Understand and demonstrate the Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.

• Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions and experiences may not always be shared by your colleagues.

• Act as an ambassador for Mulberry and communicate positively about the brand.

Skills and Knowledge:

• Previous experience at this level from a digitally driven business.

• In store management experience.

• Excellent communication skills, both written and verbal.

• Highly organised with excellent attention to detail.

• Excellent ability to plan and prioritise effectively.

• Proficient Microsoft Office user; Excellent Microsoft Excel Skills.

Other:

• Must be able to travel.

• Must be commutable to London.

Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at talent@mulberry.com.