OPERATIONS MANAGER
Full-Time Position
Reports to: General Manager
About the Role
At Massimo Dutti, operational excellence is essential to delivering a refined and seamless customer experience.
As Operational Manager, you will lead and organise all operational processes in store, ensuring efficiency, compliance and performance across both front and back of house. You will use data and operational KPIs to improve productivity, control costs and maintain premium standards.
This is a strategic and hands-on leadership role in a fast-paced retail environment. You will work closely with the Store Director to ensure operational stability, strong governance and team development.
What You’ll Be Doing
Store Operations
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Organise store operations based on KPIs to optimise performance
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Analyse operational reports (replenishment ranking, returns, transfers, productivity) and implement improvement plans
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Oversee deliveries and ensure productivity targets are achieved
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Ensure timely and effective replenishment across all departments
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Maintain healthy stock levels through structured returns and transfers
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Monitor front and back of house efficiency and propose improvements
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Manage and maintain store electronic devices and troubleshoot when required
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Oversee online order processes and daily operational deadlines
Security & Compliance
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Support the Store Director in minimising stock loss through strong security procedures
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Ensure all cash desk operations (refunds, exchanges, transfers, RFID processes) follow company standards
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Monitor and report cash discrepancies
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Oversee banking procedures and follow up on incidents
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Ensure funds management and documentation are completed correctly
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Train cashiers and managers in operational standards
HR & Commercial Processes
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Manage the operations team hours budget responsibly
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Design effective schedules aligned with business needs and work-life balance guidelines
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Monitor sales productivity and take corrective actions when required
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Oversee payroll processes and ensure deadlines are met
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Ensure employee relations processes follow company policy
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Reinforce HR policies and the Code of Conduct
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Promote consistent application of the company return policy
Training & Development
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Identify team members with development potential
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Build and support succession planning within operations
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Conduct performance reviews and development plans
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Ensure team training for new projects and operational updates
Customer Experience
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Ensure operational excellence supports high customer satisfaction
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Support the team with product knowledge and service standards
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Resolve customer concerns professionally, including refund-related queries
Health, Safety & Sustainability
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Maintain high housekeeping and safety standards
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Ensure compliance with Health & Safety policies
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Promote safe working practices
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Act as an ambassador for sustainability initiatives
Experience
For External Candidates:
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Proven experience managing retail operations in a fast-paced environment
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Strong experience leading and developing teams
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Experience analysing KPIs and driving operational performance
For Internal Candidates:
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Strong performance record and understanding of brand standards
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Demonstrated leadership capability
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Operational knowledge and commercial awareness
Skills and Attitude
To succeed in this role, you will demonstrate:
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Structured and analytical thinking
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Strong leadership and mentoring ability
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Strategic planning and forward-thinking mindset
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Excellent organisation and delegation skills
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Confidence making decisions based on data
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Emotional intelligence and professional communication
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Problem-solving mindset with initiative
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Reliability and strong sense of accountability
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Strong numerical and analytical skills
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Ambition to grow within a premium retail environment
Please Note
This role requires flexibility, including evenings and weekends. Responsibilities may evolve according to business needs.
We are an equal opportunity employer and welcome applications from all backgrounds and experiences.
INDINDITEXSM
