Mountain Warehouse

Retail Operations Change Manager

Mountain Warehouse

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Proactively identify opportunities for process improvement and efficiency with our store operating model.
  • Develop our Work Labour Model to improve our staff cost budgeting and colleague deployment processes.
  • Lead test-and-learn trials and pilot programs to validate new ideas, processes, and technologies. Conduct analysis and reporting on trial outcomes, providing clear recommendations and insights for decision-making.
  • Gather and interpret feedback from stores and head office teams to continuously improve retail execution.
  • Develop, maintain, and evolve a structured program of retail projects and transformational initiatives in alignment with business objectives.
  • Manage end-to-end project delivery, from scoping and planning through to execution and post-implementation review.
  • Coordinate and align activities across multiple departments to ensure timely delivery of cross-functional initiatives.
  • Identify dependencies, risks, and potential issues within projects, escalating where necessary to ensure smooth delivery.
  • Monitor project budgets and ensure initiatives are delivered on time and within financial parameters.
  • Develop and maintain clear, professional documentation including Standard Operating Procedures (SOPs), training materials, rollout plans, and project reports.
  • Communicate project goals, progress, and outcomes effectively to key stakeholders across the business.
  • Oversee the implementation of new retail initiatives, ensuring store teams are well prepared, trained, and supported.
  • Coordinate cross-functional teams to deliver seamless project execution.

Requirements

  • - **Must have** proven experience in **retail **projects and the successful implementation of new equipment (such as Self Check Outs, HHTs etc.) and technologies that simplify store processes.
  • - You will have had experience in projects and or programme management (Head Office or multi-site and strong understanding of retail operations and the impact of change on store teams.
  • - Excellent project management, planning, and organisational skills.
  • - Strong analytical and problem-solving ability, with experience in trials and data interpretation.
  • - Exceptional communication and stakeholder management skills.
  • - Proactive and self-motivated, with the ability to drive initiatives independently.
  • - Proficient in Microsoft Office and project management tools (e.g. Excel, PowerPoint, Smartsheet, Asana).
  • - Skilled at managing multiple priorities in a fast-paced environment.
  • - Collaborative, detail-oriented, and committed to quality and consistency.
  • - Commercially minded, balancing innovation with practicality.
  • - Confident in constructively challenging processes and identifying improvements.
  • - Adaptable and effective across teams and organisational levels.
  • - Ensures all activities align with company standards, operational guidelines, and brand values.
Benefits
  • - Competitive salary and benefits package
  • - Hybrid working, 3 days in London based office & 2 working from home
  • - Holiday allowance
  • - 50% staff discount & 25% for family and friends
  • - Pension scheme
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementdata interpretationprocess improvementbudget managementretail operationsstaff cost budgetingcolleague deploymenttrials analysisSOP developmentimplementation of new technologies
Soft Skills
analytical abilityproblem-solvingcommunication skillsstakeholder managementproactiveself-motivatedcollaborativedetail-orientedadaptabilityorganizational skills