Retail Operations Manager

Within the
Omnichannel Department
, based in Rome, we are looking for an experienced
Retail Operations Manager
.

Reporting to the
Omnichannel Adoption and Digital Store Operations Senior Manager
, this role aims at redefining the positioning of Retail Operations within the organization, ensuring strategic alignment with global priorities while empowering local markets through governance, operational excellence, and digital transformation.

The selected candidate will provide vision, structure, and long-term direction to strengthen Retail Operations as a key enabler of growth, omnichannel value, and brand consistency.

Main Accountabilities

Strategic Vision & Governance

• Position Retail Operations as a strategic partner and transformation enabler, providing insights, leading by influence, and promoting collaboration and continuous improvement globally.
• Define and communicate the long-term vision for Retail Operations, aligned with corporate strategy and global priorities. Oversee global operations strategy implementation, delivering training and onboarding to local Retail Operations teams.
• Establish clear roles, responsibilities, and decision-making boutique conformity frameworks to ensure accountability and compliance, integrating Bulgari peculiarities into central and local landscape.

Operational Excellence

• Define store operating model (policies, procedures, KPIs) liaising with key stakeholders.
• Lead the optimization of retail operational processes and their integration with omnichannel tools, defining global guidelines for efficiency and service.
• Define global guidelines for back-office efficiency, store operations needs, and service optimization in collaboration with Store Planning, Merchandising, and Visual Merchandising.
• Ensure operational excellence in boutiques and consistency across markets.
• Lead continuous improvement initiatives, including in-store retail activation and materials, and programs in coordination with central functions (Digital Operations, Retail Excellence, Finance, Merchandising, Logistics, IT, Internal Control, Care, VM).
• Support market leaders in embedding best practices and solving operational challenges at scale.

Cross-Functional Collaboration & Go to store lead

• Lead go-to-store strategy as the strategic HQ counterpart, liaising with key stakeholders (Digital Operations, Finance, HR, Marketing, Merchandising, Supply Chain, and Internal Audit) and bridging central functions with local markets to ensure aligned communication and a unified brand voice.

Omnichannel Value Stream & Leadership

• Lead Omnichannel operations Value Streams, driving initiatives, prioritization, rollout, engaging in all omnichannel programs (e.g., Store Operational Excellence, Drive-to-Store, Loyalty) to bring operational needs, and measuring performance through KPIs.

Leadership & Influence

• Provide strategic insights and direction across HQ projects, leading by influence and fostering a global culture of collaboration, transparency, and continuous improvement.

Qualifications

• Bachelor's or Master's degree, preferably in Business, Economics or Engineering
• At least 10 years of experience in Retail/Project-Product Management, preferably in Luxury international companies
• Knowledge of the relevant retail operation processes
• Retail store experience is a plus
• Excellent communication and presentation skills
• Fluency in English

Competencies

• Analytical, intuitive, creative mindset
• Strong collaboration and interpersonal skills
• Strong planning and organizational skills
• Negotiation
• Flexibility
• Strong strategic thinking combined with operational pragmatism
• Excellent stakeholder management skills