Head of Retail Operations

Mountain Warehouse

Head of Retail Operations managing global communications strategy for Mountain Warehouse. Overseeing retail operations and enhancing customer experience across multiple regions.

Posted 5/19/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

About the role

Key responsibilities & impact

- Support the Senior Head of Retail Ops to deliver all retail operations globally, ensuring consistency and excellence in service delivery.
- Develop and implement operational strategies to improve Communications and Workload Management that align with business objectives and drive efficiency.
- Gatekeeper of BAU Store Operating Procedures, designing and implementing governance and change management controls.
- Ensure compliance with company policies, industry regulations, ESG standards, and legal requirements across all retail locations
- Drive operational excellence and standardisation across retail stores to enhance performance and customer experience.
- Be an active part of our transformational change initiatives to improve agility, innovation, and long-term sustainability within the retail function.
- Identifies opportunities in Store Operating Procedures to improve efficiency, reduce costs and/or provide a better colleague experience.
- Oversee the implementation of new retail initiatives, ensuring store teams are well prepared, trained, and supported.
- Partner with Country Managers to ensure they’re supported with best practice that is fit for each market.
- Business partners with the Retail leadership team and senior management as requested, captures opportunities, sets expectations on deliverable dates, and provides frequent updates on progress.
- Point of contact for escalation within the Retail Operations team, able to implement solutions where required.
- Manages relationships with third parties as required.
- Lead and motivates the Retail Operations team to deliver their objectives continually reviewing capability and capacity to ensure objectives are delivered, individuals grow and succession plans are in place.
- Foster a culture of collaboration, innovation, and continuous improvement across global retail operations.

Requirements

What you’ll need

- Proven experience leading a **retail operations** function for a major retailer, with accountability for store’s communication and workload governance.
- A passion for retail and a strong understanding of retail operations and the impact of change on store teams.
- Excellent planning and organisational skills.
- Exceptional communication and stakeholder management skills.
- Proactive and self-motivated, with the ability to drive initiatives independently.
- Proficient in Microsoft Office (e.g. Excel, PowerPoint, Teams).
- 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.
- Ensures all activities align with company standards, operational guidelines, and brand values.

Benefits

Comp & perks

- 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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

retail operationsworkload governanceoperational strategieschange managementcomplianceoperational excellenceefficiency improvementtraining implementationstakeholder managementprocess improvement

Soft Skills

planningorganizational skillscommunicationproactiveself-motivatedcollaborativedetail-orientedcommercially mindedinnovativeleadership