Job Description

The Head of Operations is responsible for leading and strengthening the company's overall retail operations across all boutiques, department store locations, pop-ups, and other retail channels.

The role ensures that all stores operate efficiently, consistently, and in alignment with the company's sales, customer experience, brand, and financial objectives. The Head of Operations will lead the Operations team, drive sales and productivity, establish operational standards, and work closely with Merchandising, Marketing, Finance, HR, and other departments to ensure strong execution across the business.

This is a hands-on leadership role suited for an experienced retail operations professional who can balance commercial performance, people leadership, operational discipline, and customer experience.

KEY RESPONSIBILITIES

1. Retail Operations Leadership

Lead the overall operations of the company including boutiques, department store locations, pop-ups, etc.
Ensure stores consistently meet operational, sales, customer service, visual merchandising, and brand standards.
Develop and implement operating procedures, policies, and systems that improve efficiency and consistency.
Regularly visit stores and assess operational performance, identifying issues and opportunities for improvement.
Ensure stores are properly staffed, equipped, maintained, and ready for business.

2. Sales & Business Performance

Drive achievement of store sales targets and key performance indicators.
Monitor store in process measures such as productivity, sales per square meter, inventory covers and other relevant retail metrics.
Analyze store performance and develop concrete action plans for underperforming locations.
Identify opportunities to improve sales productivity, customer conversion, and overall store profitability.
Partner with other departments to maximize sales opportunities, launches, campaigns, and seasonal events.

3. People Leadership

Lead, coach, and develop the Operations team and store leadership.
Establish clear performance expectations and KPIs for Operations Managers, Store In-Charge, and other operations personnel.
Conduct regular performance reviews and ensure timely action on performance gaps.
Identify training and development needs across the retail organization.
Build a culture of accountability, ownership, and high performance.

4. Store Standards & Customer Experience

Ensure consistent implementation of company standards for customer service, store presentation, selling practices, and brand experience.
Provide actionable insights to continuously identify ways to improve the customer journey and create a stronger in-store experience.
Ensure stores provide an experience that complements and differentiates the brand from online shopping.

5. Inventory & Operational Controls

Ensure proper implementation of inventory management, stock transfers, replenishment, stockroom organization, and inventory control procedures.
Work closely with other departments to minimize stock losses, discrepancies, and operational inefficiencies.
Ensure compliance with company policies and controls across all retail locations.
Monitor store expenses and identify opportunities to improve operational efficiency and cost management.

6. New Store Openings & Expansion

Lead the operational planning and execution of new store openings, relocations, renovations, and pop-ups.
Ensure new locations are properly staffed, trained, stocked, and operationally ready before opening.
Develop opening checklists, timelines, and readiness standards.
Partner with Management, Leasing, Finance, Marketing, and other departments to ensure smooth execution of expansion initiatives.

7. Cross-Functional Collaboration

Work closely with other departments to ensure product availability, assortment, replenishment, and store needs are addressed.
Partner with Marketing on campaigns, events, launches, and store activations.
Coordinate with Finance on sales reporting, budgets, expenses, controls, and profitability.
Work with HR on manpower planning, recruitment, training, performance management, and employee concerns.
Collaborate with senior management on strategic initiatives and business priorities.

8. Reporting & Business Insights

Provide regular reports and actionable insights on retail performance, operational issues, opportunities, and action plans.
Establish and implement a consistent reporting drumbeat across the Operations organization.
Translate store-level data and observations into actionable recommendations for management.
Present key operational and business updates during management meetings.

KEY PERFORMANCE INDICATORS

The Head of Operations will be measured based on, among others:

Achievement of overall retail sales targets
Store sales growth and productivity
Sales per square meter
Store profitability and expense management
Customer service and store experience standards
Inventory accuracy and stock availability
Reduction of operational losses and discrepancies
Timely execution of store openings and retail projects
Store compliance with operating standards
Performance and development of Operations team members
Timeliness and quality of operational reporting

QUALIFICATIONS

Bachelor's degree in Business Administration, Retail Management, Marketing, or a related field is preferred
8–12+ years of relevant experience in retail operations, preferably with multi-store or multi-location responsibility.
Experience managing a network of stores, department store accounts, or other retail channels.
Strong commercial and business acumen with a track record of delivering sales and operational results.
Demonstrated experience in leading and developing teams.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and interpersonal skills.
Highly organized, hands-on, and able to manage multiple priorities.
Willingness to travel regularly to stores and other locations.
Experience in fashion, apparel, lifestyle, department store, or specialty retail is an advantage.

IDEAL CANDIDATE

We are looking for a strategic yet hands-on retail leader who understands that great operations goes beyond simply keeping stores running.

The ideal candidate is commercially minded, data-driven, people-oriented, and highly accountable. They can see both the big picture and the details on the ground, identify what is preventing a store from performing, and mobilize the team to address it.

The successful candidate will play an important role in strengthening our retail organization and supporting the company's continued growth across the Philippine