Mountain Warehouse
Head of Retail Operations
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Head of Retail Operations
Head of Retail Operations
Application Deadline: 31 May 2026
Department: Retail Location: London
About the Role
This is an exciting opportunity to join Mountain Warehouse, where we are expanding our global store estate and innovating to improve operations. The Head of Retail Operations will play a pivotal role in our Retail Operations Team, working closely with the Senior Head of Retail Operations & Transformation to shape how our stores function. This position is key to enhancing operational best practice, improving efficiency, shifting the customer experience, and boosting commercial performance across our retail outlets.
As a global retailer with a strong presence in the United Kingdom, North America, Australia, and New Zealand, this role will drive the creation of a global communications strategy for our store estate and ensure alignment with country management business plans. As the gatekeeper for initiating change, you’ll maintain cost control over Maintenance, Utilities, and Store Costs, seeking to mitigate overspends and deliver value.
Key Responsibilities
Retail Operations Management
- Support the Senior Head of Retail Ops in delivering global retail operations, ensuring consistency and excellence in service.
- Develop and implement operational strategies focused on improving Communications and Workload Management, aligning with business objectives.
- Act as gatekeeper for BAU (Business As Usual) Store Operating Procedures, designing governance controls and change management frameworks.
- Ensure compliance with company policies, industry regulations, ESG standards, and legal requirements across all retail locations.
- Drive operational excellence and standardisation within stores to enhance performance and customer experience.
- Be an active contributor to transformational change initiatives, focusing on agility, innovation, and long-term sustainability in retail.
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Standard Operating Procedures
- Identify efficiency opportunities, cost reductions, and improvements in Store Operating Procedures.
- Oversee the implementation of new retail initiatives, ensuring store teams are properly prepared, trained, and supported.
- Partner with Country Managers to deliver market-specific best practices.
Business Partnering
- Serve as a business partner to the Retail Leadership Team and senior management, capturing opportunities and setting performance expectations.
- Act as the point of reference for escalations within the Retail Operations Team, implementing solutions.
- Manage relationships with third-party stakeholders as required.
Leadership
- Lead and motivate the Retail Operations Team, reviewing capabilities, capacities, and ensuring objectives are met while supporting individual growth and succession planning.
- Cultivate a culture of collaboration, innovation, and continuous improvement across global retail operations.
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Requirements
We are looking for candidates with:
- Proven experience leading a retail operations function for a major retailer, including store communication and workload governance oversight.
- A strong passion for retail and in-depth knowledge of operational impacts on store performance.
- Exceptional planning and organisational skills.
- Outstanding communications and stakeholder management ability.
- Proactive, self-motivated, and capable of driving initiatives independently.
- Proficiency in Microsoft Office tools (e.g., Excel, PowerPoint, Teams).
- Ability to manage multiple priorities in a fast-paced environment.
- Collaborative, detail-oriented, and committed to delivering quality and consistency.
- Commercial acumen, balancing innovation with practical execution.
- Confidence in constructively challenging processes to identify improvements.
- Full adherence to company standards, operational guidelines, and brand values.
Benefits
- Competitive salary and benefits package
- Hybrid working: 3 days in the London-based office, 2 days working from home
- Attractive holiday allowance
- 50% staff discount (and 25% for guests/family)
- Contributory pension scheme
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