Head of Operations

The Head of Operations will lead and support operational and customer service functions across 21 stand-alone retail doors, a dynamic e-commerce platform, wholesale partnerships, and corporate offices. Our commitment to craftsmanship, design, and exceptional service is at the heart of everything we do. We are looking for a results-driven and strategic Head of Operations to oversee the seamless execution of all operational aspects of our business.

• Define and implement operational strategies that support business growth, efficiency, and profitability.
• Align operational priorities with brand and commercial goals across all business units (retail, e-commerce, wholesale).
• Oversee all daily operations across retail stores, e-commerce, wholesale, and corporate functions.
• Establish and enforce SOPs to ensure consistency, quality, and compliance throughout the organization.
• Develop and manage robust inventory control systems across all channels.
• Ensure accurate and timely stock movement between stores, warehouse, and e-commerce fulfillment.
• Lead periodic stock takes, cycle counts, and reconciliation processes across all locations.
• Minimize stock discrepancies, shrinkage, and loss through process optimization and training.
• Work with merchandising and supply chain teams to forecast and manage inventory needs efficiently.
• Act as the key operational liaison across departments including Finance, Merchandising, Logistics, and Customer Service.
• Align logistics and replenishment activities with sales trends and promotional calendars.
• Lead and mentor multi-site and cross-functional operational teams.
• Set performance KPIs and ensure accountability at every level of operations.
• Develop and monitor operational budgets, ensuring cost-effectiveness and ROI across projects.
• Oversee vendor management, procurement processes, and invoice approvals.
• Ensure the smooth running and maintenance of retail stores and corporate facilities.
• Oversee store refurbishments, repairs, and health & safety compliance.
• Lead customer care and aftercare operations, particularly for high-value items like leather goods.
• Manage repair services, returns, and escalated service issues to uphold brand reputation.
• Implement and maintain inventory, POS, ERP, and order management systems to enhance visibility and efficiency.
• Use data and technology to drive insights, automation, and operational improvements.
• Ensure adherence to legal, security, and operational compliance standards.
• Manage risk assessment and loss prevention protocols across all operations.
• Produce and present operational reports and inventory metrics to senior leadership.
• Use analytics to drive decision-making, resource allocation, and process refinement.

• Proven experience (7+ years) in an operations leadership role within the fashion, retail, or luxury goods industry.
• Strong understanding of store operations, facilities management, customer care, and after-sales service.
• Experience managing both physical and digital retail channels.
• Working knowledge of repair and maintenance processes for leather goods is highly desirable.
• Demonstrated ability to lead and develop teams across diverse functions.
• Excellent organizational, problem-solving, and communication skills.
• Proficiency in operational tools and systems (e.g., ERP, POS, OMS, CRM).
• Financial literacy with experience in managing budgets, vendor contracts, and invoicing.
• Strong communication skills.