This is an exciting time to join Mountain Warehouse as we expand our global store estate and continue to look at new and innovative ways to improve what we do. The Retail Operations Programme Manager plays a key role in driving and supporting business transformation within the retail function. This is a newly created role working closely with the Senior Head of Retail Operations & Transformation. You’ll be a key architect of how our stores run and will be brimming with innovative ideas on what can be done to make life easier for them, create operational efficiency, enhance the customer experience, and commercial performance across retail.
Department: Retail
Location: London
Key Responsibilities
Business Improvement & Analysis
- 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.
Program & Project Management
- 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.
Documentation & Communication
- 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.
We Would Like To Meet Someone Who Is
- 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
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