Retail Operations Lead

H&M Group•Houston, TX

7h•$110,694 - $120,000•Onsite

About The Position

The Retail Operations Lead implements and evolves the store operating model to secure operational excellence, ensure financial follow-up, and support the Sales Market in delivering profitable and sustainable growth. This is an on-site role based at H&M’s Sales Region Offices in Houston, Texas, reporting to the Retail Operations Manager. The role provides operational expertise across the Sales Market, optimizing store efficiency and ways of working across people, processes, and technology to deliver a seamless omnichannel shopping experience. It supports Area Teams and local functions through best practices, communication, training, change management, coaching, and capability development. The position also contributes to store technology roadmaps and large-scale projects, using data and insights to improve operational results and customer and colleague experiences.

Requirements

At least 5 years of experience in store operations, with experience as both a Store Manager and Area Manager, or experience as a Controller.
Fluent in written and spoken English.
Proven ability to set and implement strategies on a wide scale.
Strong problem-solving skills and experience resolving complex challenges.
Deep knowledge and practical experience applying store operations best practices.
Extensive retail knowledge, including how physical stores contribute to a seamless omnichannel customer experience and an understanding of the customer journey.
Ability to work with data and insights and convert them into recommendations and decisions.
Solid understanding of technology product development and its impact on the physical store operating model and customer experience.
Customer-first mindset and confidence presenting to large audiences.
Strategic perspective and ability to prioritize effectively for oneself and others.
Ability to embrace diversity and use feedback for continuous growth and improvement.

Nice To Haves

Experience as both a Store Manager and Area Manager, if qualifying through the store operations experience pathway.

Responsibilities

Implement and continuously evolve the store operating model strategy.
Optimize ways of working across people, processes, and technology to create a seamless omnichannel shopping experience and drive omnichannel sales and customer lifetime value.
Plan operational workloads and workforce distribution in line with long-term customer experience ambitions, using automation where relevant to free up time for customer engagement.
Ensure automated and self-service solutions deliver business and customer value.
Promote adoption of available tools and features to enable use of customer, product, and selling data.
Provide functional expertise across the Sales Market to optimize store efficiency.
Ensure realization of benefits from Operational Best Practice, including Omni Services & Solutions.
Support Area Teams and collaborate across local functions to deliver consistent store operations.
Develop clear communication, training, and change-management plans so Area Teams can implement and optimize daily operations.
Coach and train teams to strengthen store operations capabilities in the sales market.
Build capabilities with the Sales Market People team by implementing learning, development, and upskilling plans for store employees.
Ensure the store operating model and change management are addressed in planning and implementation of large-scale projects, including openings, closings, rebuilds, and space optimization.
Participate in creating the store technology roadmap for customer and colleague experience and align it tactically with Continent plans.
Secure store operations and colleague needs during technology implementations and ensure the intended ways of working are delivered.
Identify risks and opportunities in store operations.
Use data and insights to make informed decisions and take decisive actions to meet omnichannel colleague and customer expectations and reduce customer pain points.
Drive and benchmark Area Teams on store operational key results to improve efficiency and colleague and customer experience.
Lead responses to changing customer expectations to build the future store operating model.
Collaborate with the Sales Manager, Controlling Team, and Tech Team to implement store operations best practices.
Collaborate with Sales Market Expansion teams and act as an extended arm of Global Retail Experience.