WHAT YOU’LL DO As a Retail Operations Lead, you lead and evolve the store operating model by optimizing ways of working, strengthening store operations capabilities, and driving a seamless omni customer experience. You guide Area Teams, support cross‑functional collaboration, use data to make informed decisions, and ensure consistent, efficient store operations across the market.
You will: Implement and continuously evolve the store operating model strategy Optimize ways of working across people, processes, and technology to secure a seamless omni shopping experience, and drive omni sales and customer lifetime valueSecure operational workload plan and workforce distribution aligned with long-term customer experience ambitions, leveraging automation where relevant to unlock more time dedicated for relations building and engagement with customers Secure high adoption of all available tools and features to enable full use of customer, product and selling dataSecure benefit realisation of Operational Best Practice including all Omni Services & Solutions Make informed decisions and take data driven, decisive actions from insights and tools to meet omni colleague and customer expectations across the sales market (CAT, Brand Tracker, Post Purchase Survey) – reducing customer pain points Drive and benchmark Area Teams on store operational key results to ensure efficiency and maximize the colleague and customer experience Lead effectively towards changing customer expectations to build our future store operating model Provide coaching and training to strengthen store operations capabilities in your sales market Participate in creating the Tech roadmap for store customers and colleague experience – and ensure its tactical alignment with the Continent plans Work in close collaboration with Sales Market Expansion teams and act as an extended arm of Global Retail Experience
WHO YOU ARE
- You are an experienced retail leader with deep store operations expertise, strong analytical and problem‑solving skills, and the ability to inspire change and build capabilities in others.
- You think strategically, communicate confidently, embrace diversity, and use data, customer insight, and operational best practice to drive decisions and continuous improvement.
- We are looking for people with… Minimum 3 years of experience in store operations, either with experience as both a Store Manager and Area Manager, or as a Controller
- Experienced leader and retail strategist with a passion to explore new ideas and inspire change across the organization Proven ability to set and implement strategies on a wide scale Strong problem-solving skills with experience in resolving complex challenges Fluent in English, both written and spoken Deep knowledge and practical experience in applying store operations best practices Demonstrate extensive retail knowledge on how the physical store contributes to a seamless, omni customer experience and understanding the customer journey Ability to work with data and insights to convert into recommendations and decisions Solid understanding of tech product development and its impact on the physical store operating model and customer experience You demonstrate a clear customer-first mindset and are socially confident when presenting to large audiences.
- You are strategically minded, able to see the bigger picture, and skilled at prioritizing effectively for yourself and others.
- JOIN US Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth.
- But most of all, it’s our people who make us who we are.If you feel your experience, skills and ambitions are right for this role, apply by sending your application through the career site in ENGLISH as soon as possible but no later than 21st June, 20
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- As we review applications continuously, the role may be closed early.
- This is a full-time permanent position and it is based in our Helsinki Support Office.
- Local contract will be offered for this role.
- Take the next step in your career together with us. The journey starts here. WHO WE ARE H&M Group is a global company of strong fashion brands and ventures.
- Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions.
- We want to liberate fashion for the many, and our customers are at the heart of every decision we make. We are made up of thousands of passionate and talented colleagues united by our shared culture and values.
- Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future. WHY YOU’LL LOVE WORKING HERE At H&M Group, we are proud to be a vibrant and welcoming company.
- We offer our employees attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online.
- Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound.
- In addition to our staff discount, all our employees are included in our H&M Incentive Program
- HIP. You can read more about our H&M Incentive Program here. *We are committed to a recruitment process that is fair, equitable, and based on competency.
- We therefore kindly ask you to not attach a cover letter in your application.
