Retail Operation Manager

GENERAL ROLE

The Retail Operations Manager (ROM) ensures that stores operate efficiently and uphold the highest standards, driving operational excellence and continuous improvement through data-driven insights. This role supports the achievement of subsidiary targets and optimizes business operations in close collaboration with store teams and head-office functions.

People-oriented and customer-focused, the ROM shapes operational strategies and plans for store needs across people and assets, fostering strong relationships within a diverse stakeholder community.

MAIN RESPONSABILITIES

1. Retail projects 

The Retail Operations Manager (ROM) leads routine activities and co-manages strategic transformation projects, ensuring smooth implementation through a structured change management approach.

• Tool Adoption – Oversees the launch and implementation of shopfloor tools in collaboration with the IT department, ensuring optimization and proper usage (e.g., MyHpad, MyStockApp, HCare, MyStoreControl, Cegid). Monitors adoption post-launch, provides training and support to store and head-office teams, and guarantees correct system use for new hires and when new functionalities are introduced.

• Transformational Projects – Partners with the Retail Operations Director to drive strategic initiatives such as SmartOps 2.0, TWIST, and Retail SAP implementation.

1. Management, coordination and Retail team coaching  

• HR Collaboration – Works closely with HR to ensure back-office roles are staffed with highly skilled resources for each profile;

• People Development – Trains and develops functional or direct reports and supports recruitment, onboarding, and continuous development of store personnel;

• Community Engagement – Leads the Stock Operations community to promote best practice sharing and implementation in line with corporate policies, using a pragmatic and straightforward approach. Fosters trust and collaboration among stores and provides guidance when needed;

• Cross-Team Alignment – Strengthens cooperation and information flow between back-office and front-office teams, encouraging interdependent leadership across different stores.

1. Operations excellence

• Performance Analysis & Steering – Regularly measures operational performance (e.g., 5S method, negative stocks, stockroom organization) and service quality (presales, reservations, customer orders, aftersales). Defines targets, recommends improvements, and ensures monthly reporting and follow-up on results;

• Training & Process Harmonization – Provides training and coaching to front-office and back-office teams to standardize processes across stores; 

• Continuous Improvement – Drives excellence in back-office and stockroom standards to support sales efficiency. Collaborates with Stock Operations Managers to identify opportunities and implement changes that enhance business performance. Conducts store visits to analyze processes and propose improvements, sharing best practices with the Retail Operations Director for rollout;

• Compliance – Works with Internal Control to enforce legal compliance and minimize business risk. Ensures store processes are clearly understood and implemented, proactively organizing training when needed;

• Space Optimization – Partners with Facility teams on new store layouts and proposes solutions for stock areas in existing and new stores, implementing improved storage solutions.

1. Inventory, Pricing & Logistics Management

• Replenishment – Ensures accurate stock management and collaborates with Merchandising to align store replenishment plans;

• Stock Control – Supports cycle counts and general inventory at store and subsidiary level in coordination with Finance. Oversees loss prevention activities, investigating discrepancies with Internal Control;

• Pricing – Plans and communicates annual and ad-hoc price changes in close collaboration with Finance;

• Destocking & Recycling – Coordinates product destocking and recycling processes;

• Exceptional Sales – Leads the organization and execution of exceptional sales events;

• Logistics & Transportation – Manages logistics operations and transportation providers, optimizing costs and improving customer delivery in an omnichannel context. Supports budget planning and supplier negotiations with the Retail Operations Director.

PROFILE

• Educational Background: Bachelor's or Master's degrees;

• Minimum of 5 years' experience in a retail operations role; 

• Proven management experience with strong leadership, communication, and interpersonal skills; ability to work effectively with store teams and liaise with corporate functions 

• Solid understanding of supply chain fundamentals; 

• Strong customer orientation; 

• Highly organized, rigorous, reliable, and able to anticipate team activities; 

• Analytical mindset with a problem-solving approach; 

• Positive and proactive attitude; 

• Proficiency in Microsoft Office and familiarity with Retail ERP systems (preferably Cegid); 

• Language skills: fluent in Italian and English (written and spoken); 

• Availability for frequent travel.

Hermès engages positive and passionate people who own the following requirements:

• Excellent interpersonal and communication skills, with a customer service orientation;

• Team player mentality to build meaningful relationships and ability to work autonomously;

• Availability, flexibility and dynamism to function in a high-pace environment;

• Determined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense.

In Hermès diversity of experience and  perspectives create a better work environment, we value, ensure and believe in gender equality, welcoming individuals of all backgrounds. Join the human adventure of Hermès