Senior Retail Operations Manager

OVERVIEW

The Senior Retail Operations Manager is responsible for driving operational excellence across one of ALO’s most strategic and high-growth markets. This role ensures that ALO’s global retail strategies and operating models are effectively translated and scaled within market, while also building and developing localized operations tailored to the unique dynamics of the local retail landscape. Given the scale, pace, and complexity of the market, this leader will play a critical role not only in executing global frameworks but also in shaping and evolving them. This role will leverage deep knowledge of ANZ retail operations, consumer behavior, and market-specific requirements to evolve processes, tools, and ways of working that can also help shape future broader global practices. Operating with a servant mentality towards the field, this role partners closely with Global Retail Operations and market leadership to ensure tools, processes, and systems work seamlessly in-store. This leader will build strong peer-level partnerships with local and global cross-functional teams, including Logistics, Asset Protection, Planning & Allocation, and Marketing, enabling fast, informed, and autonomous decision-making within the region. This role requires strong decision quality: knowing when to localize, when to innovate, when to align with global standards, and when to escalate.

RESPONSIBILITIES  

• • Translate and scale global retail operating models into effective, high-performing execution across Australia and eventually New Zealand.
  • Conduct impact and gap assessments against global systems, processes, and tools to identify required local adaptations.
  • Where required, design and develop market-specific operational processes and solutions that reflect local consumer expectations, regulatory requirements, and retail ecosystem nuances.
  • Partner with Global Retail Operations to co-develop new operating models, processes, and technology enhancements, using ANZ as a key innovation and test market.
  • Leverage field feedback, business objectives, and data-driven insights to continuously improve operational efficiency, productivity, and scalability.
  • Manage cross-functional critical path milestones for new store openings and new format, ensuring operational readiness for day-one success.
  • Partner with local logistics providers and HQ Supply Chain teams to build optimized fulfillment and inventory flow models tailored to ANZ’s retail infrastructure.
  • Ensure operational models support a variety of store formats, including high-traffic malls, premium locations, and pop ups.
  • Support NSO planning and coordination to ensure operational excellence at launch.
  • Ensure learning content, policies and procedures are relevant and maintained in alignment with local practices. 
  • Lead end-to-end execution of global and locally developed initiatives within ANZ, ensuring seamless operational integration.
  • Act as a key market for piloting and refining new initiatives, processes, and tools prior to broader global rollout.
  • Measure adoption and execution success through key KPIs and feedback, providing actionable insights to both regional and global leadership to inform future improvements.
  • Oversee and execute store and field leader communications via Zipline in partnership with Global Communication team.
  • Support facilitation of weekly market level field leader meetings and events, ensuring alignment with global standards.
  • Own and maintain the ANZ Retail Calendar, incorporating local holidays, events, and market-specific initiatives while aligning with global priorities.
  • Sequence initiatives and communication based on workload, capacity, and local market dynamics to ensure sustainable execution.
  • Support planning and coordination of market events in partnership with field leadership and global teams.
  • Build deep expertise in store operations through hands-on engagement and continuous evaluation of in-store processes.
  • Ensure consistency with ALO’s global brand standards while adapting execution to meet ANZ market expectations.
  • Identify and drive process improvements that simplify execution, increase efficiency, and enhance store and business performance.
  • Partner cross-functionally with Logistics, Asset Protection, Planning & Allocation, Buying, Technology, Merchandising, and Marketing to optimize operational outcomes.
  • Support solution design, testing, and implementation of new operational processes, policies, and tools.
  • Oversee local support model including ticketing platform management, response, and reporting.
  • Monitor and drive performance against key operational KPIs across ANZ stores.
  • Partner with field leadership to improve execution against metrics including:
  • Inventory Accuracy
  • Shrink
  • Replenishment & Recovery Rates
  • Omnichannel fulfillment
  • Leverage data and insights to identify root causes and implement scalable solutions.
  • Establish strong performance management routines to ensure accountability and continuous improvement.

QUALIFICATIONS

• Minimum of 10 years in multi-country retail operations management, with a focus on regional execution. Experience at a global brand preferred.
• Proven project management skills and the ability to thoughtfully develop and manage against detailed timelines.
• Self-starter with ability to identify issues, propose solutions, and implement improvements
• Ability to support a non-traditional work schedule (including holidays and weekends) to support stores, as needed
• Advanced knowledge of key tools such as Microsoft Office Suite, especially Excel and Powerpoint, and AI tools such as Claude or ChatGPT.
• Ability to travel to Retail Store locations throughout ANZ and to global HQ in Los Angeles.