Head of Retail

1 week ago

Adelaide, South Australia BespokeHR Full time
Head of Retail

  • Join one of SA's business success stories with approx. 55 stores nationally
  • Rare retail executive opportunity with head office operations in CBD Adelaide
  • Reporting to the Chief Executive Officer and part of executive team

About the Client:


Shiels is a growing family jewellery business with stores located in major shopping centres across metropolitan Adelaide, Perth, Queensland and Western Sydney.

Shiels prides itself on providing an extensive range of jewellery that embodies great design, impeccable quality and durability.

Shiels prices are so competitive it enables them to maintain their reputation as the leading jewellery retailer in Australia and the perfect destination for any engagement ring.

They don't just sell jewellery; they are in the business of providing and enhancing life's moments.

Whether it's the purchase of an engagement ring, Mother's Day gift, a birthday celebration or a personal indulgence, it is their aim to be your only choice for the best in jewellery.


Whatever the occasion, building strong relationships and loyalty with customers, as well as providing quality jewellery and service, is at the core of the Shiel's philosophy.


About the Role:


This is a senior executive position responsible for overseeing the day-to-day operations and sales performance of the Shiel's Group national retail organisation.

The Head of Retail plays a pivotal role in developing and implementing operational, people and sales strategies and plans. They will oversee a team of 4 State Managers and 4 Cluster Managers in leading the retail operations.


This position will be required to travel interstate as part of their role in leading approximately 55 stores across Adelaide, Perth, Brisbane and Sydney.


Some Key Responsibility Areas:

Operational Leadership:

  • Develop, communicate, and execute the company's stores operational strategy in alignment with the overall business goals.
  • Drive operational excellence, efficiency, and effectiveness across the store network.
  • Establish and maintain operational policies and procedures relating to stores to optimise productivity and performance.
  • Assist in leading projects within the store network including technology roll outs, new stores and other initiatives.
  • Work closely with the buying and marketing team to ensure streamlining of activities to maximise results.

Retail Store Operations:

  • Manage the operations of the retail stores nationwide including day to day communication to achieve sales, profit and culture targets
  • Optimise store layouts and visual merchandising to maximise performance.
  • Manage shopping centre relationships and obligations to achieve beneficial partnerships.

Team Management:

  • Lead and mentor the store leadership team.
  • Take a lead in the people activities and functions including training, recruitment processes, performance reviews, onboarding processes, commission, recognition programs and culture initiatives. This role will also play a critical role in managing team escalated matters.
  • Foster a collaborative and resultsdriven culture, emphasising accountability, teamwork, and continuous improvement.
  • Oversee and communicate all staff incentives and commissions.

Sales and Customer Experience:

  • Build sales competency within stores (leading all sales training) on an ongoing basis to ensure meeting targets and providing high level of service.
  • Enhance and maintain a superior in store customer experience, ensuring customer satisfaction and loyalty.
  • Develop and implement strategies to improve customer service, feedback mechanisms, and issue resolution.
  • Ensure consistent and exceptional instore experiences for customers.
  • Develop, update and ensure that organisation's service standards are upheld and continually improved to maximise sales opportunities.

Financial Oversight:

  • Analyse financial and operational data to make informed decisions, optimise the company's financial performance and take appropriate actions.
  • Closely monitor sales and margin performance and costs.

Stock Management:

  • Implement inventory control strategies to minimise waste, shrinkage and maximise profitability.
Best Practice

  • Stay updated on retail technology trends and implement solutions to enhance efficiency and customer engagement.
  • Ensure compliance with all relevant industry regulations and standards.
  • Identify and mitigate operational risks to protect the organisation's reputation and assets.

'What you look like and need to demonstrate to be successful'.

  • Proven experience in a senior leadership role within the retail industry, preferably at a national level.
  • Strength in retail operations, driving sales and people leadership.
  • Strength in managing people related areas such as recruitment, training, escalated performance management and performance development.
  • Prior sales training experience with high service and sales standards.
  • Demonstrated experience in conducting audits and dev

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