Head of Retail

Job Description:

Position Summary
We are looking for an experienced and results-driven Head of Retail to lead and scale our retail operations across stores. The ideal candidate will bring deep knowledge of customer experience, store operations, visual merchandising, and team management in a premium or luxury environment. This role is pivotal in ensuring the retail business meets its revenue, brand, and service objectives across all touchpoints.

Key Responsibilities
Retail Strategy & Expansion
● Define and execute the retail growth strategy, including new store openings, location planning, and expansion into key markets.
● Collaborate with leadership on store roll-out plans, investment decisions, and performance forecasting.

Sales Performance & Target Achievement
● Set and manage monthly/quarterly/yearly sales targets for each store and region.
● Monitor store-level KPIs including conversion rates, ATV (Average Transaction Value), UPT (Units Per Transaction), and customer feedback.
● Implement performance improvement initiatives where necessary.

Team Leadership & Training
● Lead, train, and motivate a team of regional managers, store managers, and sales staff.
● Build a strong customer-first culture and ensure consistent training on product knowledge, service excellence, and upselling techniques.

Customer Experience & Service
● Ensure all retail stores reflect the brand's premium or luxury identity in terms of service, layout, and experience.

● Monitor NPS (Net Promoter Score), manage clienteling initiatives, and handle high-value customer experiences personally when needed.

Operational Excellence
● Oversee day-to-day retail operations including inventory control, staffing, compliance, cash flow, and SOP adherence.
● Collaborate with logistics, supply chain, and merchandising to ensure optimal productavailability.

Visual Merchandising & Store Presentation
● Ensure brand guidelines are consistently implemented across all stores.
● Collaborate with the design/VM team to roll out seasonal displays and maintain highstandards of aesthetics.

Retail Marketing & Events
● Work closely with the marketing team to execute in-store promotions, product launches, and customer engagement events.
● Support regional campaigns to drive traffic and brand visibility.

Qualifications & Experience
● Bachelor’s Degree in Business, Retail Management, or related field; MBA preferred.
● 10+ years of retail experience, with at least 4–5 years in a leadership position in jewellery, luxury, or fashion retail.
● Demonstrated success in scaling store networks and improving retail profitability.
● Strong understanding of premium customer experience and luxury retail dynamics.
● Experience in CRM, clienteling, and omnichannel retail environments.

Key Competencies
● Leadership & team management
● Customer-centric approach
● Data-driven decision making
● Operational & financial acumen
● Communication & interpersonal skills
● Strategic planning & execution
● Strong aesthetic sensibility aligned with brand values