Massimo Dutti Operations Manager- Regent Street
Job Description
OPERATIONS MANAGER
Full-Time Position
Reports to: General Manager
About the Role
At Massimo Dutti, operational excellence is essential to delivering a refined and seamless customer experience.
As Operational Manager, you will lead and organise all operational processes in store, ensuring efficiency, compliance and performance across both front and back of house. You will use data and operational KPIs to improve productivity, control costs and maintain premium standards.
This is a strategic and hands-on leadership role in a fast-paced retail environment. You will work closely with the Store Director to ensure operational stability, strong governance and team development.
What You’ll Be Doing
Store Operations
Organise store operations based on KPIs to optimise performance
Analyse operational reports (replenishment ranking, returns, transfers, productivity) and implement improvement plans
Oversee deliveries and ensure productivity targets are achieved
Ensure timely and effective replenishment across all departments
Maintain healthy stock levels through structured returns and transfers
Monitor front and back of house efficiency and propose improvements
Manage and maintain store electronic devices and troubleshoot when required
Oversee online order processes and daily operational deadlines
Security & Compliance
Support the Store Director in minimising stock loss through strong security procedures
Ensure all cash desk operations (refunds, exchanges, transfers, RFID processes) follow company standards
Monitor and report cash discrepancies
Oversee banking procedures and follow up on incidents
Ensure funds management and documentation are completed correctly
Train cashiers and managers in operational standards
HR & Commercial Processes
Manage the operations team hours budget responsibly
Design effective schedules aligned with business needs and work-life balance guidelines
Monitor sales productivity and take corrective actions when required
Oversee payroll processes and ensure deadlines are met
Ensure employee relations processes follow company policy
Reinforce HR policies and the Code of Conduct
Promote consistent application of the company return policy
Training & Development
Identify team members with development potential
Build and support succession planning within operations
Conduct performance reviews and development plans
Ensure team training for new projects and operational updates
Customer Experience
Ensure operational excellence supports high customer satisfaction
Support the team with product knowledge and service standards
Resolve customer concerns professionally, including refund-related queries
Health, Safety & Sustainability
Maintain high housekeeping and safety standards
Ensure compliance with Health & Safety policies
Promote safe working practices
Act as an ambassador for sustainability initiatives
Experience
For External Candidates:
Proven experience managing retail operations in a fast-paced environment
Strong experience leading and developing teams
Experience analysing KPIs and driving operational performance
For Internal Candidates:
Strong performance record and understanding of brand standards
Demonstrated leadership capability
Operational knowledge and commercial awareness
Skills and Attitude
To succeed in this role, you will demonstrate:
Structured and analytical thinking
Strong leadership and mentoring ability
Strategic planning and forward-thinking mindset
Excellent organisation and delegation skills
Confidence making decisions based on data
Emotional intelligence and professional communication
Problem-solving mindset with initiative
Reliability and strong sense of accountability
Strong numerical and analytical skills
Ambition to grow within a premium retail environment
Please Note
This role requires flexibility, including evenings and weekends. Responsibilities may evolve according to business needs.
We are an equal opportunity employer and welcome applications from all backgrounds and experiences.
INDINDITEXSM