National Retail Operations Lead

Dyson is a global technology company with engineering, research, development, manufacturing and testing operations in Singapore, the UK, Malaysia, Mexico, China and the Philippines. Having started in a coach house in the UK, Dyson has consistently grown since it was established in 1993. Today, it has a global headquarters in Singapore and a technology campus in the UK spanning over 700 acres in Malmesbury and Hullavington. Dyson remains family-owned and employs 14,000 people globally including a 6,500 strong engineering team. It sells products in 85 markets in over 425 Dyson direct retail stores around the world, including a Dyson Virtual Reality Demo Store.

The National Retail Operations Lead is responsible for overseeing and optimizing retail operations across all regions and stores within the country. This role is pivotal in ensuring consistent and efficient retail operations, driving operational excellence, and enhancing the customer experience in line with the company’s strategic goals. The National Retail Operations Lead will work closely with cross-functional teams including sales, marketing, supply chain, and store management to develop and implement best practices, drive sales growth, improve store performance, and ensure operational compliance across all retail outlets.

Key Responsibilities:

Retail Operations Strategy & Execution:

• Develop and implement the national retail operations strategy, ensuring alignment with company objectives and local market conditions.
• Work closely with senior management to define key performance indicators (KPIs) for retail operations and develop action plans to achieve them.
• Lead the execution of national initiatives and programs to improve store performance, customer service, and overall operational efficiency.
• Plan and design SIP initiatives

Store Performance Management:

• Monitor and analyze the performance of all retail locations, ensuring operational targets are met in areas such as sales, inventory, customer service, and employee productivity.
• Conduct regular store visits, audits, and assessments to ensure operational compliance and address performance gaps.
• Identify opportunities for improvement in operational processes, staffing, training, and store layout.

Trade Marketing and Retail Expansion:

• Lead and monitor the retail marketing and expansion strategy at a Pan India level
• Provide leadership and guidance to regional retail managers and store managers to optimize performance.

Operational Process Optimization:

• Develop and implement standard operating procedures (SOPs) for retail operations to ensure consistency, efficiency, and adherence to company policies across all stores.
• Lead initiatives to streamline retail processes, enhance store layouts, optimize inventory management, and improve overall operational efficiency.
• Collaborate with the supply chain team to ensure product availability, inventory turnover, and stock replenishment are managed efficiently.

Team Leadership & Development:

• Provide leadership and coaching to regional and store managers, ensuring they are equipped with the necessary tools and knowledge to run high-performing stores.
• Organize and facilitate training programs for retail staff to improve operational skills, customer service, and product knowledge.
• Foster a culture of continuous improvement, motivating teams to deliver excellence in every aspect of store operations.
• Assist in recruitment, onboarding, and performance management of retail staff across all locations.

Customer Experience Enhancement:

• Drive initiatives that enhance the customer experience across all retail touchpoints, ensuring consistency in service delivery and brand representation.
• Monitor customer feedback and implement strategies to address customer satisfaction issues and improve in-store experiences.
• Work closely with the marketing and sales teams to align promotional and merchandising efforts with operational goals, ensuring seamless execution in stores.

Budget & Financial Management:

• Oversee the budget for retail operations, ensuring optimal allocation of resources to support store initiatives and operational improvements.
• Track and report on financial performance at the store level, including sales, labor costs, and inventory levels, and recommend corrective actions as needed.
• Ensure that cost management and profitability targets are met for each retail outlet.

Compliance & Risk Management:

• Ensure that all retail operations comply with company policies, industry regulations, and legal requirements (e.g., health & safety, labor laws, etc.).
• Implement and monitor operational audits to ensure adherence to compliance standards.
• Collaborate with other departments (marketing, sales, supply chain, finance, HR) to drive operational efficiency and ensure the smooth execution of retail programs.
• Work closely with the marketing team to align promotions, product launches, and visual merchandising with operational requirements.
• Communicate effectively with the HR team to ensure staffing levels are adequate and the recruitment process supports retail operations needs.

• Education: Bachelor’s degree in Business Administration, Retail Management, Operations, or a related field. A Master’s degree or MBA is a plus.
• Experience:
  • 12+ years of experience in retail operations management, with at least 3-5 years in a leadership role overseeing multiple locations or regions.
  • Experience in managing large-scale retail networks, including both brick-and-mortar stores and e-commerce operations (if applicable).
  • Proven track record of driving operational efficiency, improving store performance, and leading cross-functional teams.
• Skills:
  • Strong leadership and team management skills, with the ability to motivate and develop a diverse workforce.
  • Excellent problem-solving, decision-making, and analytical skills.
  • In-depth knowledge of retail operations, including inventory management, sales forecasting, merchandising, and customer service.
  • Strong financial acumen, with the ability to manage budgets and financial performance.
  • Excellent communication and interpersonal skills for effective collaboration with various departments, senior management, and retail staff.
  • Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and experience with retail management software (POS systems, ERP systems).
• Personal Attributes:
  • Results-driven with a strong focus on achieving operational and financial goals.
  • Highly organized and detail-oriented, with the ability to manage multiple priorities and projects.
  • Adaptable and resilient, able to thrive in a fast-paced and dynamic retail environment.
  • Customer-focused mindset with a passion for improving the customer experience.
  • Ability to travel frequently to visit retail locations across the country.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.