Job Purpose

The Senior Manager, Retail Operations will support the Head of Retail Operations in driving strategic, operational, and cross-functional initiatives across the local market and global retail organization. This role is responsible for leading key projects from planning through execution, ensuring strong governance, clear communication, operational readiness, and consistent implementation across stores and business partners.
The role will act as a key partner to the Head of Retail Operations by managing project timelines, coordinating stakeholders, preparing executive-ready updates, identifying risks, and translating business priorities into practical store execution plans. The Senior Manager will work closely with Retail Leadership, Store Teams, IT, Finance, HR, Real Estate, Construction, Visual Merchandising, Loss Prevention, Product Compliance, regional/global partners, and external vendors to support business transformation, operational excellence, retail technology adoption, process improvement, and store lifecycle initiatives.
The ideal candidate is a strong project leader and retail operations expert who can manage both local execution and global collaboration, simplify complex workstreams, influence stakeholders, and ensure that initiatives are delivered on time, to standard, and with measurable operational impact.

Responsibilities

1. Support the Head of Retail Operations on Local and Global Projects

• Partner directly with the Head of Retail Operations to plan, coordinate, and execute high-priority local and global retail operations initiatives.
• Manage project workstreams across multiple functions, stores, vendors, and regional/global stakeholders.
• Translate strategic priorities into clear action plans, timelines, ownership, milestones, and execution trackers.
• Prepare executive-ready project updates, meeting materials, decision logs, risk summaries, and follow-up actions for leadership review.
• Monitor project progress, identify risks and dependencies, and escalate issues with proposed solutions.
• Ensure local market requirements are clearly represented in global projects, system rollouts, process changes, and operational initiatives.
• Support global alignment by gathering market feedback, consolidating store insights, and communicating local operational needs in a clear and structured way.
• Drive follow-through on project actions, ensuring stakeholders remain accountable to agreed deliverables and timelines.

2. Project Governance, Execution, and Operational Readiness

• Establish strong project governance routines, including project plans, readiness checklists, milestone reviews, issue logs, risk registers, and post-implementation reviews.
• Lead end-to-end operational planning for key retail projects, ensuring stores are prepared across people, process, systems, communication, tools, and infrastructure.
• Coordinate cross-functional readiness for new initiatives, including store technology changes, process rollouts, operational pilots, store events, new store openings, relocations, renovations, and closures.
• Ensure project scope, timelines, business requirements, dependencies, and success measures are clearly defined and communicated.
• Identify operational gaps and recommend practical solutions that support consistent execution across stores.
• Conduct post-project reviews to capture learnings, measure outcomes, and strengthen future rollout standards.
• Maintain project documentation and ensure materials are up to date, easy to use, and aligned with current business processes.

3. Cross-Functional Stakeholder Management

• Act as a key liaison between Retail Operations, Store Teams, IT, Finance, HR, Real Estate, Construction, Visual Merchandising, Loss Prevention, Product Compliance, regional/global teams, and external vendors.
• Build strong working relationships with local, regional, and global stakeholders to support alignment, decision-making, and timely execution.
• Facilitate project meetings, working sessions, and follow-up routines to maintain momentum and clarify ownership.
• Communicate complex operational topics in a clear, structured, and business-relevant way for both leadership and store audiences.
• Influence stakeholders to resolve issues, remove barriers, and drive accountability without direct authority.
• Ensure store feedback and operational realities are reflected in project planning, change management, and implementation approaches.

4. Operational Excellence and Continuous Improvement

• Identify opportunities to simplify store processes, reduce workload, improve productivity, and strengthen execution consistency.
• Partner with business teams to review existing processes, identify pain points, and recommend scalable improvements.
• Support the development of operational standards, playbooks, SOPs, checklists, and communication templates.
• Ensure SOPs and operational guides are updated promptly when new processes, system changes, policies, or business requirements are introduced.
• Use data, store feedback, and post-implementation insights to evaluate project effectiveness and recommend continuous improvement actions.
• Promote a disciplined approach to operational excellence by embedding best practices into daily retail operations rather than treating improvements as one-time projects.

5. Retail Technology, Systems, and Store Support

• Support retail technology and system-related initiatives, including POS, payment tools, clienteling platforms, communication tools, store hardware, reporting tools, and digital productivity solutions.
• Partner with IT and relevant vendors to coordinate testing, deployment, troubleshooting, store readiness, user access, training support, and issue escalation.
• Translate store operational needs into clear business requirements for technology enhancements and process improvements.
• Track recurring technology issues, store pain points, and operational risks to support better prioritization and resolution.
• Support change management for technology rollouts by preparing store communication, user guides, training materials, FAQs, and support processes.

6. Store Lifecycle, Events, and Business Transition Support

• Support operational planning for new store openings, relocations, renovations, closures, temporary closures, and other business transition activities.
• Coordinate readiness across store operations, IT, POS, hardware, supplies, communications, vendor support, access requirements, and escalation paths.
• Partner with cross-functional teams to ensure store events, client activities, and business initiatives are operationally prepared and supported.
• Prepare store-facing materials such as briefing documents, readiness trackers, run-of-show guides, communication packs, and post-event follow-up summaries.
• Identify risks before major store activities and drive mitigation plans with relevant stakeholders.

7. Team Leadership and People Management

• Manage, coach, and develop Retail Operations team members to build capability, ownership, and execution discipline.
• Set clear team priorities, expectations, deliverables, and ways of working.
• Allocate work effectively across team members to support business priorities, project timelines, and day-to-day operational needs.
• Provide regular feedback, guidance, and performance follow-up to strengthen team effectiveness.
• Build strong communication routines within the team to ensure visibility, alignment, and timely escalation of issues.
• Foster a collaborative, accountable, and solution-oriented team culture.

Key Success Measures

• Local and global projects are delivered on time, with clear governance, stakeholder alignment, and strong execution quality.
• Store teams receive clear communication, practical tools, and effective support for new initiatives and process changes.
• Project risks, dependencies, and issues are proactively identified, escalated, and resolved.
• Retail Operations processes, SOPs, and playbooks remain current, simple, and easy for stores to execute.
• Operational improvements reduce complexity, improve store productivity, and strengthen consistency across the retail network.
• Leadership receives clear, timely, and decision-ready updates on project status, risks, and outcomes.
• Retail Operations team members are effectively managed, developed, and aligned to business priorities.

• 10+ years of experience in Retail Operations, Store Operations, Project Management, Business Transformation, Retail Technology, or a related function.
• Strong understanding of retail operations, store execution, store lifecycle activities, business process improvement, and cross-functional project delivery.
• Proven experience supporting or leading complex local, regional, or global projects across multiple stakeholders and timelines.
• Excellent project management skills, including planning, governance, execution, risk management, stakeholder communication, follow-up, and post-implementation review.
• Strong ability to translate business priorities into practical store execution plans and operational routines.
• Demonstrated ability to prepare clear, concise, and executive-ready updates, presentations, trackers, and action plans.
• Strong stakeholder management skills, with the ability to influence, align, and drive accountability across functions and levels.
• Experience working with global or regional teams, with the ability to represent local market needs clearly and professionally.
• Strong communication skills in English and Korean, including written communication, presentation, facilitation, and store-facing communication.
• Strong analytical, problem-solving, and decision-making skills, with the ability to manage ambiguity and resolve issues quickly.
• Experience with retail systems, POS, store technology, reporting tools, and digital process improvement preferred.
• Demonstrated people management experience, including coaching, development, prioritization, performance feedback, and workload management.
• Highly organized and detail-oriented, with the ability to manage multiple priorities, urgent timelines, and competing business needs.
• Advanced proficiency in Microsoft Office, especially PowerPoint, Excel, Word, Outlook, Teams, and project tracking tools.
• Prior in-store retail leadership or corporate retail operations experience strongly preferred.
• Flexibility to support store openings, events, closures, global meetings, and critical business needs outside standard working hours when required.