Retail Operations Manager

Role overview

Patchi UK is seeking a Retail Operations Manager to oversee the commercial and operational health of the business across stores, online sales, logistics, inventory, corporate sales support, customer service, and team leadership. This position is responsible for keeping day-to-day operations running smoothly while also delivering sales growth, profitability, and key performance targets in line with HQ’s commercial direction.

Core responsibilities

The role covers the end-to-end running of retail and related functions across the UK business.

Retail operations

• Direct the day-to-day activity of all Patchi UK retail outlets.
• Make sure each store works efficiently and follows Patchi’s operating standards.
• Protect a consistently high level of customer service and store experience.
• Keep visual merchandising and shop presentation aligned with brand rules.

Team leadership

• Hire, train, support, and develop retail employees.
• Plan staffing rosters and manage workforce allocation.
• Carry out performance evaluations and define personal goals for team members.

Sales performance

• Work toward monthly and yearly sales objectives.
• Track daily sales results and spot areas that need improvement.
• Review sales patterns and customer buying behaviour.
• Put initiatives in place to increase revenue and profitability.
• Ensure HQ-led promotional activity is implemented correctly.

P&L ownership

• Take responsibility for the UK operating profit and loss.
• Review revenue, gross margin, payroll, and operating costs.
• Prepare monthly financial updates and forward-looking forecasts.
• Keep operating spend under control without reducing service standards.
• Stay within budget and share financial results with HQ.

Inventory and stock control

• Maintain accurate inventory levels across all locations.
• Oversee replenishment and ordering of stock.
• Organise regular stock takes and look into any variances.
• Ensure product rotation and expiry tracking are handled properly.

Logistics and supply chain

• Coordinate incoming and outgoing shipments.
• Manage external logistics partners and courier relationships.
• Oversee receiving, storage, and stock movement between locations.
• Ensure products reach stores and customers on schedule.

E-commerce operations

• Run the daily operations of the UK online store.
• Make sure online orders are picked, packed, and sent out promptly.
• Monitor order accuracy and delivery performance.
• Handle returns and exchanges efficiently.
• Keep digital stock records up to date.

Corporate orders

• Manage the execution of corporate gifting orders.
• Prepare quotations based on HQ-approved pricing.
• Ensure production, packaging, and delivery happen on time.
• Communicate with clients about operational needs and requirements.

Financial administration and reporting

• Follow up on customer payments and unpaid balances.
• Coordinate supplier invoices and supporting payment records.
• Manage petty cash where applicable.
• Assist with monthly account reconciliations.
• Produce regular reports on sales, P&L, inventory, stock availability, online sales, corporate orders, and related business metrics.

Qualifications and experience

The ideal candidate will bring strong multi-site retail operations experience, full accountability for financial and commercial results, and the ability to manage both physical stores and e-commerce at the same time. Experience in FMCG, luxury retail, food and beverage, or gifting/confectionery would be especially valuable. A background in logistics, supply chain, inventory control, and people leadership is also important.

Additional information

This position is based in Greater London, England, United Kingdom and is a full-time, on-site role.