Job Description

Head of Retail Operations

Application Deadline: 31 May 2026

Department: Retail

Employment Type: Permanent - Full Time

Location: London

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 Head of Retail Operations is a vital part of our Retail Operations Team working closely with the Senior Head of Retail Operations & Transformation. You will be a key architect of how our stores run and will be fizzing with ideas on what can be done to make life easier for them, shape operational best practice, enhance the customer experience, and commercial performance across retail.

We’re a growing retailer with a strong presence in the United Kingdom, North America, Australia and New Zealand and this role is responsible for the creation of a global communications strategy for our store’s estate and country management. Partnering with key stakeholders to support their business plans and acting as the gatekeeper that ensure we land initiatives right first time. With a keen eye for cost control, you’ll oversee our Maintenance, Utilities and Store Costs and have experience in mitigating overspends and delivering value.

Key Responsibilities

Retail Operations Management:


• Support the Senior Head of Retail Ops to deliver all retail operations globally, ensuring consistency and excellence in service delivery.

• Develop and implement operational strategies to improve Communications and Workload Management that align with business objectives and drive efficiency.

• Gatekeeper of BAU Store Operating Procedures, designing and implementing governance and change management controls.

• Ensure compliance with company policies, industry regulations, ESG standards, and legal requirements across all retail locations.

• Drive operational excellence and standardisation across retail stores to enhance performance and customer experience.

• Be an active part of our transformational change initiatives to improve agility, innovation, and long-term sustainability within the retail function.


Standard Operating Procedures

• Identifies opportunities in Store Operating Procedures to improve efficiency, reduce costs and/or provide a better colleague experience.
• Oversee the implementation of new retail initiatives, ensuring store teams are well prepared, trained, and supported.
• Partner with Country Managers to ensure they’re supported with best practice that is fit for each market.

Business Partnering


• Business partners with the Retail leadership team and senior management as requested, captures opportunities, sets expectations on deliverable dates, and provides frequent updates on progress.

• Point of contact for escalation within the Retail Operations team, able to implement solutions where required.

• Manages relationships with third parties as required.


Leadership


• Lead and motivates the Retail Operations team to deliver their objectives continually reviewing capability and capacity to ensure objectives are delivered, individuals grow and succession plans are in place.

• Foster a culture of collaboration, innovation, and continuous improvement across global retail operations.

We would like to meet someone who is

• Must have proven experience leading a retail operations function for a major retailer, with accountability for store’s communication and workload governance.
• You will have a passion for retail and a strong understanding of retail operations and the impact of change on store teams.
• Excellent planning and organisational skills.
• Exceptional communication and stakeholder management skills.
• Proactive and self-motivated, with the ability to drive initiatives independently.
• Proficient in Microsoft Office (e.g. Excel, PowerPoint, Teams).
• 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.
• 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