POLLY LONDON CERAMICS

Senior Retail Operations Manager

POLLY LONDON CERAMICS

full-time

Posted on:

Location Type: Hybrid

Location: Worthing • United Kingdom

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Salary

💰 £52,500 - £56,000 per year

Job Level

Senior

About the role

  • Own the operational framework across all stores, ensuring best practice, consistency, and compliance.
  • Lead optimisation of all retail tools and workflows, partnering with cross-functional teams to improve systems and automate manual processes.
  • Maintain strategic oversight of Shopify POS across the estate (product setup, pricing, stock accuracy, staff access, hardware governance).
  • Provide operational insight to support system enhancements and roadmap priorities.
  • Govern adherence to operational processes (event booking, cancellations, EOD, inventory, data entry), using insights to identify training needs or system improvements.
  • Maintain a structured, version-controlled Retail Operations Hub (Drive/Notion/SharePoint).
  • Oversee retail IT systems support, providing guidance on troubleshooting, liaising with the IT team and external partners, and ensuring minimal disruption to store operations.
  • Lead continuous improvement projects across retail (efficiency gains, cost reduction, customer experience, compliance improvements).
  • Identify gaps, inefficiencies or operational risks and partner with relevant teams to deliver solutions.
  • Own operational reporting (weekly, monthly), providing insight on KPIs, compliance, downtime, events, stock accuracy and campaign performance.
  • Use data trends to influence planning, resourcing, system upgrades, and retail strategy.
  • Support the Retail Director with annual operational planning and budgeting for retail operations.
  • Maintain governance of all H&S documentation, including Risk Assessments, Fire Safety, DSE, and compliance logs.
  • Ensure all stores meet regulatory and internal safety standards, escalating risks when required.
  • Act as key operational escalation point for incidents, emergencies and crisis management.
  • Own operational delivery of all retail campaigns including: Kick-off & briefing, Critical path management, Shopify updates, VM guidelines & window assets, Store readiness, Conduct launch readiness checks to ensure robust execution across stores.
  • Lead cross-functional campaign planning with Brand, Digital, VM, and Merchandising.
  • Produce strategic, insight-driven Campaign Autopsies covering: KPI & sales performance, Operational execution quality, Customer insights, Event performance, Recommendations to stop/start/continue.
  • Build repeatable, scalable campaign processes for future growth.
  • Lead the stock integrity strategy across the estate, ensuring accurate stockholding, SKU governance and cycle counts for high-risk products.
  • Develop and enforce strong inventory controls through Shopify.
  • Maintain operational set-up for store-exclusive blends.
  • Partner with Merchandising on stock allocation, shrink reduction and operational efficiencies.
  • Lead all operational workstreams for new stores: Shopify POS setup, Equipment procurement, Operational planning & workflows, H&S setup, Blend configuration, Pre-opening training & readiness.
  • Provide on-site or remote support to ensure flawless launch execution.
  • Conduct post-opening reviews and refine NSO processes.
  • Own relationships with key operational suppliers (POS hardware, printers, maintenance providers, logistics partners).

Requirements

  • Proven experience in a senior, multi-site retail role such as Area Manager, Regional Manager, Senior Retail Operations Manager, or equivalent central operations position.
  • Demonstrable experience operating beyond single-store leadership.
  • Candidates must have owned or significantly influenced performance, compliance, and operational delivery across multiple locations.
  • Experience working at a strategic and governance level, not just execution, including building, embedding and enforcing operational frameworks, systems and standards.
  • Strong cross-functional experience, partnering with teams such as Brand, Digital, Merchandising, Logistics, Finance and People to deliver campaigns, system changes and operational initiatives.
  • Track record of leading complex operational projects (e.g. systems implementations, process redesign, compliance programmes, new store openings or business transformations).
  • Experience using data and insight to influence decision-making, improve efficiency, mitigate risk and drive commercial performance.
  • Confidence operating as a senior escalation point, managing incidents, compliance risks, H&S issues, and people matters with discretion and authority.
  • Experience supporting or leading Employee Relations processes in partnership with a People/HR team.
  • Strong IT skills with the ability to oversee retail systems, support troubleshooting, and work collaboratively with internal and external stakeholders to ensure smooth operations.
Benefits
  • Friendly and supportive team culture: Enjoy working alongside a team of like-minded individuals who value collaboration, camaraderie, and fun in the workplace.
  • Membership of company pension scheme (if applicable): Secure your financial future with enrollment in a company-sponsored pension scheme, ensuring peace of mind and financial stability in retirement.
  • Holiday accrual that grows with loyalty: Enjoy 25 days holiday (plus bank holidays) as a token of appreciation for your dedication and loyalty to the organisation, providing you with ample opportunities for rest and relaxation. This entitlement increases with service.
  • Life Insurance & Income Protection: providing financial security and peace of mind for you and your families.
  • Health Cash Plan: after one year service we will enrol you into our Health Cash Plan which will allow you to claim back money for dental, optical, prescription charges etc. Specific information on this scheme will be shared with you.
  • Life Happens Leave: Sometimes life can throw unexpected challenges our way, we offer paid leave specifically dedicated to these situations to provide employees with the time and space needed.
  • Complimentary drinks and snacks: Stay refreshed and energised throughout the day with a variety of free drinks and snacks provided in the office.
  • Monthly tea allowance and generous staff discount: Indulge in your favourite teas while benefiting from a discount on company products, fostering a culture of enjoyment and appreciation.
  • Employee Assistance Programme: Access confidential and professional mental health support services to prioritise your well-being and address any personal or work-related challenges.
  • Bike to Work and Electric Vehicle Schemes: Take advantage of a sustainable transportation option, contribute to environmental conservation, and benefit from tax-efficient savings.
  • Paid volunteer days: Make a positive impact in our community by participating in volunteer activities during dedicated paid volunteer days, fostering a culture of corporate social responsibility and giving back.
  • Dog-friendly office: Bring your furry friend to work and enjoy a pet-friendly environment that promotes work-life balance and companionship.
  • Enhanced family friendly policies, flexible working and are always open to discussing your individual circumstances!

Applicant Tracking System Keywords

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

Hard skills
Shopify POSinventory controloperational reportingdata analysisprocess redesigncompliance managementcampaign planningrisk assessmentsystem enhancementsstock governance
Soft skills
leadershipcross-functional collaborationstrategic thinkingproblem-solvingcommunicationincident managementtraining and developmentproject managementanalytical thinkingrelationship management