Senior Retail Operations Manager

We are seeking an exceptional  Senior Retail Operations Manager  to join the Retail team at our Corporate Office on a  Fixed Term basis for 12 months .

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera and The Emory – six of the world's most renowned hotels, and Surrenne – wellbeing and longevity Member’s Club. Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today’s discerning guests.

At Maybourne, it is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.

We are building on the reputation of our heritage properties by pursuing a global vision to lead the future of luxury. This includes curating distinctive and enriching experiences, developing our digital capabilities and superior insights, enhancing our unmatched guest experience, and expanding the number of hotels, spas, and residences around the world.

The Senior Retail Operations Manager is responsible for driving operational excellence across all retail channels, both online and offline.

This role leads strategic planning, operational efficiency initiatives, and cross-functional alignment to maximise profitability, strengthen the customer experience, and support the company’s commercial objectives. The position oversees e-commerce, warehouse operations, cost management, stock management, and retail performance, while building an operational framework for growth.

As Maybourne continues to expand, this role is instrumental in shaping long-term retail strategy, exploring new growth opportunities, assessing potential distribution channels, and ensuring that all operational functions run seamlessly while delivering best-in-class service.

Responsibilities of the Senior Retail Operations Manager

Commercial and Financial Performance:

• Develop and maintain weekly, monthly, and seasonal trading reviews, sharing insights with the Retail team and senior leadership.
• Lead margin reviews, identifying risks, inefficiencies, and opportunities to optimise product and operational profitability.
• Deliver cost-saving initiatives across all retail and operational functions, ensuring measurable year-on-year efficiencies.
• Oversee sales forecasting in collaboration with the Chief Commercial Officer, using performance data and market insights to guide planning and stock decisions.

E-commerce Leadership:

• Manage and continuously improve all current and future online tools, enhancing the customer journey and increasing conversion rates.
• Identify functionality gaps, champion new digital capabilities, and lead cross-departmental implementation.
• Strengthen the business’s online presence, ensuring consistency across site content, product experience, and brand messaging.
• Partner with Digital Marketing and SEO agencies and in-house teams to coordinate product exposure, optimise campaigns, and align trading priorities.
• Own and optimise the CRM strategy, working both independently and alongside the in-house CRM team to drive customer segmentation, retention, and retargeting.

Retail Operations Management:

• Oversee the full scope of retail operations, ensuring strong performance, efficient processes, and high standards across all customer-facing and support functions.
• Align with Product Development, Marketing, and Finance to ensure end-to-end operational readiness.
• Implement operational frameworks, SOPs, and best practices to ensure consistency across retail channels (physical and digital).
• Build strong partnerships with internal stakeholders, ensuring seamless communication and alignment across the organisation.
• Support the development of junior colleagues, helping them deepen their knowledge of the retail function and Maybourne’s brand values.

Logistics and Supply Chain Management:

• Lead warehouse management, ensuring optimal performance, stock accuracy, productivity, and ongoing cost reduction initiatives.
• Oversee the smooth running of all logistics functions, from inbound to final delivery, ensuring timeliness, accuracy, and cost effectiveness.
• Identify and implement logistics process improvements, automation opportunities, and supplier/3PL optimisation strategies.
• Ensure operational readiness for new products, packaging changes, and sustainability initiatives.

Strategic Projects and Continuous Improvement:

• Drive strategic projects focused on operational excellence, digital enhancement, and customer experience improvement.
• Evaluate new technologies, tools, and systems that can improve workflow efficiency, reduce costs, or enhance the customer journey.
• Oversee performance dashboards, KPIs, and reporting frameworks to drive data-led decisions across the organisation.

Who thrives here?

You are spirited, with an unwavering passion for exceeding expectations at every turn. Warmth and approachability define you, and collaboration is second nature. You possess an ambition that not only drives your personal growth but also elevates the team around you, inspiring excellence daily. Your innate curiosity and keen attention to detail allow you to anticipate needs effortlessly. For you, this is not just a job—it’s the next chapter in an extraordinary career.

The Maybourne Experience

At Maybourne, you’ll discover a vibrant, supportive community that celebrates creativity, entrepreneurial spirit, and innovative thinking. Our nurturing environment empowers you to bring your ideas to life and make your mark in every aspect of your role.

We are deeply committed to your growth, offering a range of tailored development opportunities across all levels and specialisms. Whether refining your craft or expanding your horizons, we help you shape a career as unique as you are.

Your dedication and hard work deserve to be recognised and celebrated. That’s why we ensure our rewards are as exceptional as the contributions you bring to Maybourne each day. In return for your hard work and dedication we offer you:

A Rewarding Career with Maybourne

At Maybourne, we are proud to offer a thoughtfully curated selection of benefits designed to support your wellbeing, nurture your development, and celebrate your milestones - both personal and professional.

Health & Wellbeing:

• Complimentary access to our all-day dining staff restaurant, offering nourishing and seasonal dishes
• Option to purchase up to five additional days of annual leave per year.
• Monthly access to subsidised massage and podiatry treatments
• A programme of wellbeing initiatives, from mental health support to physical activity
• 24-hour confidential assistance helpline
• On- and off-site Occupational Health support
• Life assurance through our Death in Service scheme
• Eye care support, including vouchers and contributions towards glasses*
• Flu vaccination vouchers*
• Cycle to Work Scheme

Recognition & Growth:

• An extra paid day’s leave to celebrate your birthday
• Instant recognition and award programme, celebrating extraordinary contributions
• Dedicated in-house training and development to support your personal and professional growth
• Monthly colleague awards with generous prizes
• Opportunities for internal progression and cross-property moves
• ‘Introduce a Star’ referral scheme – with rewards of up to £1,500*
• Long service celebrations to honour your continued dedication

Financial Care:

• A highly competitive salary package
• Increased holiday entitlement after 3 and 5 years of service
• Family-first policies, including enhanced maternity and paternity pay
• Season ticket travel loans
• A generous pension scheme*
• Smart Tech Benefit – Opportunity to buy electrical goods with monthly repayments to help you spread out the cost.

Moments to Remember:

• Exceptional colleague rates of £50 per night across Maybourne properties for you and your family
• A hosted ‘Guest Experience Stay’ — immerse yourself in the full Maybourne experience*
• 50% off food and beverage across our restaurants and bars*
• Invitations to a year-round calendar of cherished colleague events – from the Maybourne Picnic to our festive celebrations
• Thoughtful gifts to mark weddings, new arrivals, and retirements

*Selected benefits are subject to terms and conditions.