Cape Town: National Retail Operations Manager posted by Southey Contracting Offshore Division

Purpose of the Role

The National Retail Operations Manager will be responsible for overseeing the daily operations, profitability, and performance of all retail stores nationwide. This senior leadership role requires a strong strategic thinker with a passion for premium retail, customer experience, and operational optimisation. The ideal candidate is both hands-on and highly analytical, capable of leading diverse store teams to deliver consistent brand standards and commercial results.

Key Responsibilities

Strategic Leadership

• Develop and implement national retail strategies aligned with overall business objectives
• Set and manage operational KPIs, sales targets, and growth goals for all stores
• Collaborate with Marketing, Product, and Finance teams to support retail campaigns, stock management, and promotional execution

Store Operations

• Ensure consistent implementation of brand standards, store visual merchandising, and service excellence across all locations
• Drive compliance with company policies, health and safety regulations, and operational procedures
• Oversee retail systems and processes to improve efficiency and customer experience

Team Management & Development

• Lead, mentor, and support Regional/Cluster Managers and Store Managers
• Build a high-performance retail team through training, coaching, and succession planning
• Champion a positive and accountable culture across all retail staff

Customer Experience

• Ensure a world-class in-store customer experience that reflects the brand
• Monitor customer service feedback and resolve escalated customer issues
• Support CRM initiatives and loyalty programmes in collaboration with Marketing

Financial & Sales Performance

• Analyse sales performance and implement strategies to maximise revenue and profitability
• Manage retail budgets, expenses, and staffing levels across all stores
• Oversee stock control, shrinkage, and inventory turnover targets in partnership with Planning and Logistics

Requirements

• Minimum of 810 years retail operations experience, with at least 5 years in a national or regional leadership role
• Experience managing premium or luxury retail brands preferred
• Proven ability to lead large, multi-site teams and deliver on business KPIs
• Strong commercial acumen and understanding of the retail sales cycle
• Excellent leadership, communication, and organisational skills
• Advanced proficiency in retail management systems and MS Office (Excel, Word, PowerPoint)
• Willingness to travel nationally as required
• Tertiary qualification in Business, Retail Management, or related field preferred