Massimo Dutti Operations Manager- Regent Street

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.

INDINDITEXSM