Retail Operations Director

2 weeks ago

North Melbourne, Victoria, Australia Country Road Group Full time

Country Road Group is embarking on a transformation journey to drive growth, leveraging its scale, capabilities, and culture as a House of Brands. As the Retail Operations Director, you will play a pivotal role in driving and executing the retail strategy, with a focus on driving profitability, ensuring the brand's retail business remains competitive, customer-focused, and aligned with the brand and Group vision.


The primary purpose of this role is to oversee the retail field and visual merchandising field teams, ensuring retail store operations and visual standards in-store are flawlessly executed, delivering a consistent and engaging customer experience that maximises customer conversion and profitability for the retail business.


Key Responsibilities:



  • Lead the execution of the brand and Country Road Group's retail strategies and in-store visual merchandising (VM) execution
  • Liaise with merch, product, and VM creative leads to understand upcoming launches and store execution expectations at a brand level
  • Partner with GM Retail, brand MD, and Head of Retail Operations to align retail strategies with the overall brand vision and the Group's goals
  • Contribute to the development of strategic plans as part of the Brand Leadership team, providing insights and recommendations to drive business growth and innovation

Finance Management:



  • Drive and be accountable for the brand's retail business P&L, actively managing the brand's retail cost base and optimising revenues
  • Provide guidance and coaching to Retail and VM Field teams on profitability levers to ensure all locations are leveraging best-practice to drive sales, conversion, and profitability
  • Work with Retail Operations and Finance teams to ensure store and labour budgets are accurate, reflect current business performance, and set clear, achievable improvement targets for stores and retail leadership

Retail Operations & Customer Experience:



  • Create a customer service strategy that is unique to the brand and delivers a 'best in class' customer experience (including customer loyalty), generates repeat business, and maximises sales opportunities
  • Partner with Retail Operations team to provide brand input into the development and implementation of standardized tools, reports, and strategies for retail operations, including brand operations standards, data insights, and reporting, and communications needed to drive flawless and profitable in-store execution
  • Partner with the Real Estate team on the development and execution of the real estate strategy, including pipeline and new site identification, format development, and collaboration with store design on layouts for new stores, refurbishments, small works, and prioritised store maintenance

Brand Management:



  • Oversee the VM Field Operations team, which focuses on supporting and upskilling store teams in the practical execution of VM guidelines and standards within stores
  • Continuously evaluate the effectiveness of VM programs and initiatives, using data and feedback to drive continuous improvement of efficient in-store operations and ensure a consistent and compelling brand experience across all stores
  • Foster strong collaboration and communication between the VM Field Operations team and the Head of Visual Merchandising to ensure seamless implementation of creative VM direction and address any operational challenges

People & Leadership:



  • Provide leadership across Retail team, promoting vision and motivation for the brand; ensuring clear paths of communications and information flow are developed and executed
  • Provide coaching to direct reports to ensure they are effective in their roles and able to problem-solve and prioritise the right outcomes for the brand
  • Create & foster an inclusive environment where all team members can thrive and feel included, respected, and safe. Set clear expectations of behaviour and hold self and others accountable
  • Collaborate across group, building team cohesion and connection, to inspire and bring our House of Brands strategy to life
  • Embrace uncertainty and change while facilitating and enabling strategic change with clarity, empathy, and optimism
  • Partner with people business partner to ensure the current and future people needs and opportunities are delivered to support the strategic plan, i.e. team culture, training and capability, talent capability and management, recruitment, succession planning, performance management

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