UK Retail Operations Manager
Job Purpose
The UK Retail Operations Manager is responsible for the overall operational and financial performance of Patchi UK, ensuring the efficient day-to-day management of retail operations, e-commerce, logistics, inventory, corporate sales support, customer service, and team leadership.
The role is accountable for achieving sales, profitability, and operational KPIs while implementing the commercial strategy defined by HQ.
Key Responsibilities
1. Retail Operations Management
· Manage the daily operations of all Patchi UK retail locations.
· Ensure stores operate efficiently and in accordance with Patchi standards.
· Maintain exceptional customer experience and service standards.
· Ensure visual merchandising and store presentation comply with brand guidelines.
· Resolve operational issues promptly.
2. Team Leadership
· Recruit, train, coach, and develop retail staff.
· Manage staff schedules and workforce planning.
· Conduct performance reviews and set individual objectives.
· Monitor attendance, productivity, and compliance with company policies.
· Foster a positive, high-performance culture.
3. Sales Performance
· Drive achievement of monthly and annual sales targets.
· Monitor daily sales performance and identify opportunities for improvement.
· Analyze sales trends and customer behavior.
· Implement initiatives to maximize sales and profitability.
· Ensure execution of HQ promotional campaigns.
4. P&L Management
· Own the UK operating P&L.
· Monitor revenue, gross margin, payroll, and operating expenses.
· Prepare monthly financial reports and forecasts.
· Control operational costs while maintaining service quality.
· Identify opportunities to improve profitability.
· Ensure budgets are adhered to and report financial performance to HQ.
5. Inventory & Stock Management
· Oversee inventory accuracy across all locations.
· Manage stock replenishment and ordering.
· Monitor stock availability and prevent stock shortages.
· Coordinate regular stock counts and investigate discrepancies.
· Ensure proper product rotation and expiry management.
6. Logistics & Supply Chain
· Coordinate inbound and outbound shipments.
· Manage relationships with logistics providers and couriers.
· Oversee receiving, warehousing, and stock transfers.
· Ensure timely delivery of products to stores and customers.
· Resolve supply chain and delivery issues.
7. E-commerce Operations
· Manage the day-to-day operation of the UK online store.
· Ensure online orders are processed, packed, and dispatched on time.
· Monitor order accuracy and delivery performance.
· Coordinate returns and exchanges.
· Maintain accurate online inventory.
· Improve operational efficiency of online fulfilment.
8. Corporate Orders
· Manage the operational execution of corporate gifting orders.
· Coordinate quotations using HQ-approved pricing.
· Ensure timely production, packing, and delivery.
· Liaise with customers regarding operational requirements.
· Monitor order progress and customer satisfaction.
9. Customer Experience
· Ensure exceptional service across retail and online channels.
· Resolve customer complaints effectively.
· Monitor customer feedback and identify improvement opportunities.
· Maintain high customer satisfaction standards.
10. Financial Administration
· Follow up customer payments and outstanding balances.
· Coordinate supplier invoices and payment documentation.
· Manage petty cash where applicable.
· Support monthly financial reconciliations.
11. Reporting
Prepare regular reports covering:
· Sales performance
· P&L
· Inventory
· Stock availability
· Online sales
· Corporate orders
· Operational KPIs
· Customer service metrics
· Team performance
· Action plans and recommendations
12. Compliance
· Ensure compliance with UK employment legislation, health & safety, and food safety requirements.
· Ensure company policies and procedures are followed.
· Maintain operational documentation and audit readiness.
Pay: £40,000.00-£50,000.00 per year
Work Location: In person
