Retail Operations Manager

Job Purpose

Responsible for the overall operational and financial performance of Patchi UK, ensuring the efficient day-to-day management of retail operations, e-commerce, logistics, inventory, corporate sales support, customer service, and team leadership.

The role is accountable for achieving sales, profitability, and operational KPIs while implementing the commercial strategy defined by HQ.

Key Responsibilities

• 1. Retail Operations Management
• Manage the daily operations of all Patchi UK retail locations
• Ensure stores operate efficiently and in accordance with Patchi standards
• Maintain exceptional customer experience and service standards
• Ensure visual merchandising and store presentation comply with brand guidelines
• 2. Team Leadership
• Recruit, train, coach, and develop retail staff
• Manage staff schedules and workforce planning
• Conduct performance reviews and set individual objectives
• 3. Sales Performance
• Drive achievement of monthly and annual sales targets
• Monitor daily sales performance and identify opportunities for improvement
• Analyze sales trends and customer behavior
• Implement initiatives to maximize sales and profitability
• Ensure execution of HQ promotional campaigns
• 4. P&L Management
• Own the UK operating P&LMonitor revenue, gross margin, payroll, and operating expenses
• Prepare monthly financial reports and forecasts
• Control operational costs while maintaining service quality
• Ensure budgets are adhered to and report financial performance to HQ
• 5. Inventory & Stock Management
• Oversee inventory accuracy across all locations
• Manage stock replenishment and ordering
• Coordinate regular stock counts and investigate discrepancies
• Ensure proper product rotation and expiry management
• 6. Logistics & Supply Chain
• Coordinate inbound and outbound shipments
• Manage relationships with logistics providers and couriers
• Oversee receiving, warehousing, and stock transfers
• Ensure timely delivery of products to stores and customers
• 7. E-commerce Operations
• Manage the day-to-day operation of the UK online store
• Ensure online orders are processed, packed, and dispatched on time
• Monitor order accuracy and delivery performance
• Coordinate returns and exchanges
• Maintain accurate online inventory
• 8. Corporate Orders
• Manage the operational execution of corporate gifting orders
• Coordinate quotations using HQ-approved pricing
• Ensure timely production, packing, and delivery
• Liaise with customers regarding operational requirements
• 9. Financial Administration
• Follow up customer payments and outstanding balances
• Coordinate supplier invoices and payment documentation
• Manage petty cash where applicable
• Support monthly financial reconciliations
• 10. Reporting
• Prepare regular reports covering:
• Sales performance, P&L, Inventory, Stock availability, Online sales, Corporate orders, etc.
• Qualifications &

Requirements

• Minimum 5–7 years of experience in retail operations management, ideally within a multi-site retail environment
• Proven track record of P&L ownership and accountability for sales, margin, and cost performance
• Experience managing both physical retail and e-commerce operations simultaneously
• Background in FMCG, luxury retail, food & beverage, or gifting/confectionery is highly preferred
• Experience managing logistics, supply chain, and inventory across multiple locations
• Prior experience leading and developing retail teams, including hiring, coaching, and performance management