Retail Operations Manager

Retail Operations Manager

Are you an operations leader with a passion for driving excellence across a multi-site network? A company in the logistics industry is seeking a strategic and hands-on Retail Operations Manager to oversee the performance and customer experience of their nationwide branch network.

The Opportunity:
In this pivotal leadership role reporting directly to the CEO, you will be responsible for the overall efficiency, commercial success, and daily smooth running of our retail branches. You will blend operational oversight, team development, process improvement, and a relentless focus on customer satisfaction to ensure we deliver consistent, reliable, and superior service.

Key Responsibilities:

• Oversee daily operations, workflow, and service performance across all branches, ensuring they meet productivity, financial, and customer experience targets.
• Lead, mentor, and develop Branch Managers and their teams to foster a high-performance, accountable, and collaborative culture.
• Champion the in-branch customer experience by implementing consistent standards, resolving escalated issues, and acting on customer feedback to drive continuous improvement.
• Ensure strict compliance with operational procedures, cash handling, safety, and loss prevention standards. Conduct regular audits and work cross-functionally to strengthen controls and minimize discrepancies.
• Lead initiatives to resolve discrepancies, optimize warehouse placement accuracy, and develop process improvements to enhance operational reliability.
• Collaborate with procurement and facilities teams to ensure branches are fully equipped, well-maintained, and operationally ready.

What We're Looking For:

• A Bachelor’s degree in Business Administration, Operations Management, Logistics, or a related field.
• 5-7 years of experience in a senior retail, logistics, or multi-unit operations leadership role.
• Proven expertise in managing a distributed team and driving performance through KPIs and data-driven decisions.
• Strong functional skills in leadership, operational planning, auditing, compliance, and cross-functional collaboration.
• A process-oriented mindset with a dedication to efficiency and continuous improvement.
• Certifications in Project Management (PMP) or Supply Chain (CPSM, CIPS) are a strong asset.