Retail Operations Director

About The Role

The COMO Group epitomizes an integrated lifestyle approach valuing diversity and authenticity across its expansive portfolio that includes hospitality (COMO Hotels and Resorts), fashion (Club21, Kids21, Dover Street Market Singapore), wellness (COMO Shambhala), organic living and specialty foods (COMO Dempsey, Culina, SuperNature), and philanthropy (COMO Foundation). As Retail Operations Director in Singapore, you will oversee the retail network across multiple fashion labels, defining commercial strategies to ensure our stores deliver experiences that elegantly blend contemporary style with true brand identity.

Key Responsibilities

• Maintain excellence in operational and brand standards by ensuring stores provide a warm, curated, seamless, and visually engaging luxury retail environment.
• Collaborate with Learning & Development to enhance service rituals reflecting Club21’s multilabel DNA for consistent customer experiences.
• Manage operational compliance including store readiness, inventory accuracy, and process improvements.
• Promote use of clienteling technologies, digital sales techniques, and superior service protocols.
• Drive key performance indicators such as conversion rates, traffic utilization, client acquisition, and service quality.
• Balance creativity and commercial objectives, ensuring visual merchandising supports both customer discovery and sales.
• Co-create Singapore’s retail strategy with the Country General Manager, focusing on sustainable growth and store productivity across multilabel concepts.
• Partner with Merchandising to set seasonal priorities informed by customer behavior, sell-through rates, and assortment planning.
• Control sales KPIs, productivity metrics, P&L levers, and annual budgeting for retail operations.
• Identify new customer segments, white-space opportunities, and enhance store experiences to build brand differentiation.
• Lead regular business reviews to evaluate performance, address shortfalls, and implement strategic actions.
• Work closely with CRM and Marketing teams to drive client development through segmentation, outreach, and key journey enhancements.
• Oversee in-store execution of events, activations, collaborations, and VIP programs aligned to brand positioning.
• Coach retail teams on client outreach, reactivation, and follow-up to boost client retention and engagement metrics.
• Provide strong leadership and mentoring to Area Managers, Store Managers, and Visual Merchandising leaders to foster a high-achieving, empowered team culture.
• Develop talent pipelines emphasizing service excellence, styling expertise, commercial skills, and leadership development.
• Collaborate with Human Resources on recruitment, workforce planning, performance management, and development for retail personnel.
• Ensure operational compliance with safety standards, loss prevention, inventory audits, and cash handling protocols.
• Supervise shrinkage control initiatives and maintain best practices in housekeeping and operational discipline.

Job Details

This role is based in Singapore and requires a seasoned leader who can nurture a collaborative retail culture across diverse brands under a unified vision.

Candidate Profile

• Master’s or Bachelor’s degree in Fashion, Retail Management, Brand Management, or a related discipline.
• At least 7 years of managerial experience within fashion and/or luxury retail operations.
• Demonstrable history of leading teams and driving sales performance across multiple retail locations.
• Strong expertise in luxury clienteling, VIP relationship management, visual merchandising, and brand compliance.
• Inspirational leadership with proven skills in recruitment, coaching, and developing effective retail teams combined with active floor engagement.
• Excellent interpersonal and communication capabilities characterized by an outgoing demeanor.