Retail Operations Manager

The client is a premier British fine jewellery brand known for striking colour combinations and precious gemstones. They are seeking an Operations Manager for a 1‑year contract to support the retail team in London.

After-sales and Client Services

• Oversee client services operations and people management.
• Ensure seamless after‑sales processes and communicate with the retail team to deliver an exceptional customer experience.
• Act as point of contact for wholesale accounts with repair queries or escalations.
• Identify ways to enhance the client services department and suggest new working methods aligned with business goals.

Stock

• Oversee perpetual stock takes and ensure all stock is incorporated into rolling stock takes.
• Resolve any queries or discrepancies that arise.
• Count accessories once a month and maintain accurate levels.
• Support various departments with internal and external stock movements.
• Manage consignment pieces.
• Secure stock operations and processes, enhancing stock security.
• Fulfil all Far Fetch orders in full.
• Support retail with web order fulfilment.

Operations

• Understand shipping and customs compliance and processes with various shipping companies.
• Explore ways to streamline operations and optimise shipping options to enhance customer service levels.
• Maintain packaging levels in the warehouse and at the store, managing call‑ins and reorders.
• Oversee all aspects of brand collateral.
• Support the retail team with operational elements in‑store so the store can function optimally.
• Oversee onboarding, QC and assay of stock before handing to the merch team.
• Manage ERP tickets to ensure they’re actioned and closed.
• Manage loyalty voucher scheme and staff wear pieces.
• Work with the wholesale team on booking wholesale orders, invoicing and deliveries.
• Onboard new colleagues or leavers.
• Support MD with any HR matters.
• Support various projects as required.
• Admin tasks for the business.

Health, Safety and Security

• Ensure Health & Safety policy and practice align with current legislation.
• Manage security procedures, training and management of store security functions.
• Maintain robust fire procedures, emergency evacuation protocols and liaise with the managing agent for best practice.
• Adhere to Health & Safety regulations and implement general and fire risk assessment recommendations across all locations.
• Negotiate and organise centralised H&S inspections, maintenance or alarm contracts and monitor reports before distribution.
• Investigate, record and report accidents to prevent future incidents.
• Understand operational elements of alarms (fire/security) and coordinate with the retail manager.

Aims and Values

• Customer‑First: Deliver outstanding, personal service and loyalty.
• Caring: Treat colleagues with respect and foster a supportive environment.
• Fast‑paced: Operate with agility and entrepreneurial spirit.
• Exceptional: Continuously learn, challenge and add value to the business.

Skills + Attributes required

• Proficient in Microsoft Office 365.
• Experience with delivery portals such as DHL, FedEx.
• Numerical and intermediate Excel skills.
• Good analytical skills.
• Exceptional organisational skills.
• Able to multi‑task and prioritise.
• Accuracy and attention to detail.
• Comfortable with using stock and IT systems (full training will be given).
• Can‑do attitude and happy team player.
• Personable, positive and approachable.
• Honest, straightforward and problem‑solving.
• Enjoy working in a creative environment and have a sense of humour.
• Insatiable learner.

What we offer

• Team socials.
• Birthday day off.
• Jewellery loyalty scheme.

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