Head of Retail & Commercial Operations

4 days per week | London | £65,000 + performance-related bonus

Caramel is looking for an experienced, commercially minded, and highly hands-on Head of Retail & Commercial Operations to work closely with the Founder and take responsibility for the performance and day-to-day running of our retail business.

The immediate focus of the role is Caramel’s key points of sale, including Selfridges, Notting Hill, and Ellis Street, ensuring each location is commercially strong, beautifully presented, properly staffed, and operating to the luxury standards expected of the brand.

This is a senior but very hands-on role. We are looking for someone who is comfortable moving between strategy, people management, stock, systems, buying, and the daily realities of running stores.

Key Responsibilities

• Take overall responsibility for the commercial and operational performance of Caramel’s retail locations
• Oversee Selfridges, Notting Hill, and Ellis Street
• Set and maintain consistently high luxury retail and service standards
• Recruit, onboard, train, mentor, and develop store teams
• Work closely with store managers to improve performance, productivity, and accountability
• Review staffing structures, rotas, and payroll in relation to sales
• Deal with day-to-day HR matters across the retail teams, with appropriate support where required
• Set store budgets and sales targets and monitor performance against them
• Review daily, weekly, and monthly sales performance
• Identify underperformance quickly and put clear action plans in place
• Manage stock across all retail points of sale, ensuring the right product is in the right place at the right time
• Oversee stock transfers, replenishment, sell-through, and ageing stock
• Work directly within Shopify and stock management systems
• Analyse performance by store, category, style, and product
• Take responsibility for the retail buy, working closely with the Founder and design team
• Build store assortments appropriate to each location and customer
• Review historical performance and customer demand when planning future buys
• Monitor margins, pricing, and profitability
• Work closely with warehouse and logistics teams to ensure stock and deliveries are properly managed
• Ensure Selfridges and other concessions are fully supported and operating to Caramel standards
• Maintain close relationships with concession partners and department store teams
• Support wholesale and other commercial channels where required
• Produce clear weekly reporting, KPIs, forecasts, and commercial action plans