Retail Operations Manager

The client is a premier British fine jewellery brand known for striking colour combinations and precious gemstones. They are seeking an Operations Manager for a 1‑year contract to support the retail team in London.

After-sales and Client Services

• Oversee client services operations and people management.


• Ensure seamless after‑sales processes and communicate with the retail team to deliver an exceptional customer experience.


• Act as point of contact for wholesale accounts with repair queries or escalations.


• Identify ways to enhance the client services department and suggest new working methods aligned with business goals.

Stock

• Oversee perpetual stock takes and ensure all stock is incorporated into rolling stock takes.


• Resolve any queries or discrepancies that arise.


• Count accessories once a month and maintain accurate levels.


• Support various departments with internal and external stock movements.


• Manage consignment pieces.


• Secure stock operations and processes, enhancing stock security.


• Fulfil all Far Fetch orders in full.


• Support retail with web order fulfilment.

Operations

• Understand shipping and customs compliance and processes with various shipping companies.


• Explore ways to streamline operations and optimise shipping options to enhance customer service levels.


• Maintain packaging levels in the warehouse and at the store, managing call‑ins and reorders.


• Oversee all aspects of brand collateral.
  
• Support the retail team with operational elements in‑store so the store can function optimally.


• Oversee onboarding, QC and assay of stock before handing to the merch team.


• Manage ERP tickets to ensure they’re actioned and closed.
  
• Manage loyalty voucher scheme and staff wear pieces.


• Work with the wholesale team on booking wholesale orders, invoicing and deliveries.


• Onboard new colleagues or leavers.
  
• Support MD with any HR matters.


• Support various projects as required.


• Admin tasks for the business.

Health, Safety and Security

• Ensure Health & Safety policy and practice align with current legislation.


• Manage security procedures, training and management of store security functions.


• Maintain robust fire procedures, emergency evacuation protocols and liaise with the managing agent for best practice.


• Adhere to Health & Safety regulations and implement general and fire risk assessment recommendations across all locations.


• Negotiate and organise centralised H&S inspections, maintenance or alarm contracts and monitor reports before distribution.


• Investigate, record and report accidents to prevent future incidents.


• Understand operational elements of alarms (fire/security) and coordinate with the retail manager.

Aims and Values

• Customer‑First: Deliver outstanding, personal service and loyalty.


• Caring: Treat colleagues with respect and foster a supportive environment.


• Fast‑paced: Operate with agility and entrepreneurial spirit.


• Exceptional: Continuously learn, challenge and add value to the business.

Skills + Attributes required

• Proficient in Microsoft Office 365.


• Experience with delivery portals such as DHL, FedEx.


• Numerical and intermediate Excel skills.


• Good analytical skills.


• Exceptional organisational skills.


• Able to multi‑task and prioritise.


• Accuracy and attention to detail.


• Comfortable with using stock and IT systems (full training will be given).


• Can‑do attitude and happy team player.


• Personable, positive and approachable.


• Honest, straightforward and problem‑solving.


• Enjoy working in a creative environment and have a sense of humour.


• Insatiable learner.

What we offer

• Team socials.


• Birthday day off.


• Jewellery loyalty scheme.