Retail Operations Manager

Job Description

The Operations Manager is a property-based Field Operations leader responsible for operational performance, people development, sales execution, and compliance. Working closely with store leadership, this role drives consistent execution and improves business results, customer experience, and team performance.

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Core Responsibilities

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People Development & Coaching

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• Coach store leaders and teams on operations, customer service, sales behaviors, inventory, and compliance.
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• Identify skill gaps and provide targeted coaching and development.
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• Support onboarding, succession planning, and leadership growth.
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• Partner with the Multi-Unit Manager to strengthen team performance and readiness.
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Operational Excellence & Performance

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• Analyze sales, labor, inventory, shrink, audit, and compliance results to identify opportunities and risks.
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• Execute action plans that improve performance and operational consistency.
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• Strengthen operational standards, controls, merchandising, and store routines.
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• Provide performance insights and recommendations to leadership.
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Risk, Compliance & Controls

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• Support compliance, audits, loss prevention, health and safety, and operational controls.
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• Identify risks, drive corrective actions, and resolve recurring issues through cross-functional partnerships.
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Sales Enablement & Initiative Execution

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• Support execution of sales, merchandising, service, and operational priorities.
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• Drive adoption of promotions, product launches, technology rollouts, and new initiatives.
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• Monitor results, coach teams, and share insights to support continuous improvement.
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Leadership Expectations & Success Measures

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• Lead through coaching, accountability, collaboration, and operational discipline.
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• Demonstrate expertise in retail operations, talent development, compliance, inventory control, customer experience, and data-driven decision-making.
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• Drive measurable improvement in sales, shrink, inventory accuracy, audit performance, labor productivity, and team capability.
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Qualifications & Experience

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• 3+ years of retail, hospitality, airport, resort, or high-volume operations leadership experience.
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• Proven ability to coach teams, support leaders, and drive accountability in a fast-paced environment.
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• Strong knowledge of retail KPIs, sales performance, labor management, inventory control, shrink reduction, compliance, and expense management.
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• Ability to analyze performance data and develop action plans that improve results.
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• Experience with merchandising, operational execution, training, and customer engagement.
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• Strong communication, organization, follow-up, and partnership skills.
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• Proficiency with Microsoft Office, reporting tools, and business analytics platforms.
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• Ability to work a flexible schedule, including evenings, weekends, and holidays.
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• Ability to maintain product knowledge and uphold operational, merchandising, compliance, and customer service standards.
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• Must successfully complete required background checks, drug testing, TAM Card, airport badging, and security clearance requirements, where applicable.
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About Us

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WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

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EEO/ADA/DFWP

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WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.