Retail Operations Lead

Job Description

Dr. Martens is a globally recognisable and culturally influential British brand, with over 60 years of rich heritage. As brand custodians, we are lucky to work for a dynamic, thriving, and ethical business, with people from diverse backgrounds, who bringtheir true selves to work, and where anyone can grow their career. We are guided by three core values that are at the heart of everything we do: be yourself, act courageously, and show you care. They make us who we are and inspire us to push boundaries, embraceour individuality, and stand up for what’s right. THE GIG In your role as our Retail Operations Lead, you will be responsible for overseeing and improving the overall efficiency and effectiveness of our retail operations across EMEA to supportour retail strategy whilst ensuring we remain compliant. This role is based in our London head office but due to the nature of the role you may be required to travel. You will have strong knowledge in areas such as people management, stakeholder management,business development and cost reduction. You will be able to quickly liaise with people from different backgrounds and build solid professional relationships. In this role, you will use your passion and influence to help identify change and innovative opportunitiesto drive our business forward. THE STUFF THAT SETS YOU APART In your new role, you will work on the following tasks: Retail processes:

• Streamlining and optimising retail processes to maximise efficiency and minimise costs.
• Implement and consistently enforce operational policies and procedures across all stores.
• Perform seasonal inventory counts in coordination with the finance team and make necessary inventory adjustments in coordination with the shops and operations team in DC.
• Provide leadership, guidance, and support to store managers and store team.
• Promote a positive and collaborative working environment and working culture, to enhance team morale and productivity.
• Training and coaching subordinates
• Conduct market research to identify potential expansion areas and evaluate market trends.
• Ensure that all necessary steps are taken to gather information with key stakeholders to prepare for the SOP meeting and board review of a new lease or project involving capital expenditures.

Customer Services:

• Ensure that a consistently high level of customer service is provided in all shops.
• Implement strategies to improve overall customer experience and satisfaction.
• Respond to customer feedback and resolve issues promptly to maintain a positive brand image.
• Collaborate with the creative and marketing teams/VM to execute promotional campaigns and initiatives that land in shops on time and are clearly communicated.
• Promote open communication channels between head office and shops.

Opening of new stores/new markets:

• Coordinate and lead new store openings from an operational perspective with key internal stakeholders

YOUR FUNDAMENTAL QUALITIES

• University degree in business administration, retail management or a related field is an advantage.
• Proven experience in senior retail shop management in direct retail and diverse markets
• Strong leadership, interpersonal and communication skills
• A high level of IT literacy is required as the post holder will be working with Microsoft Office packages (Word, Excel, Power BI etc) and our own internal systems.
• Liaise with all stakeholders in the business, including own shop team and key internal stakeholders to ensure clear communication across the team.
• Knowledge of all facets of business strategy, ability to analyse and review business processes.
• Ability to delegate tasks with the strict objective of meeting or exceeding all KPIs.
• Strong leadership skills in business management and project/programme involvement.
• Ability to work in a live retail environment and respond quickly and efficiently to fluctuating trading conditions.
• Strong commercial and operational acumen

WHAT’S IN IT FOR YOU

• Hybrid working (3 Days in Office / 2 At Home)
• 65% off all footwear and 55% of all accessories
• Award-winning ‘Buy As You Earn’ Dr. Martens share plan
• Private healthcare
• A dedicated culture team
• 2 paid volunteer days per year

Are you ready to fill your boots Apply now. At Dr. Martens, we are committed to creating an environment in which we can all be our best and bring our authentic selves to work. We encourage applications, regardless of race, colour, religion,gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, or disability. Diverse and inclusive teams have a positive impact on our brand; helping us to speak authentically to our consumers. We strive to developa business where our people can thrive and feel empowered to express themselves. Because we believe everyone should feel supported and included whatever their role in the Dr. Martens community. #LI-FQ1