We are seeking an exceptional General Manager: Operations to lead the launch and ongoing success of a new and exciting brand. This is a unique opportunity for a commercially astute retail leader to build a flagship technology retail environment from the ground up and then take full ownership of its operational and commercial performance.
The successful candidate will play a pivotal role in establishing the store, recruiting and developing the team, implementing operational frameworks, and creating a world-class customer experience that reflects global brand standards.
This role is ideal for an entrepreneurial retail professional who thrives in fast-paced environments, enjoys building new businesses, and is passionate about technology, customer experience, and operational excellence.
Responsibilities
Store Launch & Setup
Prior to opening, you will lead all aspects of store readiness, including:
- Building the complete store structure and recruiting all store employees
- Developing role profiles, onboarding programmes, and training plans
- Implementing commission and incentive structures that drive performance
- Establishing operational processes, controls, and reporting mechanisms
- Creating SOPs for sales orders, customer returns, refunds, inventory, and serial number management
- Overseeing store merchandising, approved planograms, and product presentation
- Ensuring all security, anti-theft, and device protection measures are in place
- Coordinating store fit-out activities and launch readiness with internal and external stakeholders
- Partnering with shared services teams including HR, Finance, IT, Supply Chain, Marketing, Facilities, Legal, and Retail Operations
Operational Leadership
Sales & Commercial Performance
- Deliver monthly and annual sales and profitability targets
- Drive performance across all product categories
- Manage individual and team sales performance
- Analyse trading performance and implement corrective actions
- Embed a culture of upselling, cross-selling, and customer engagement
- Deliver an exceptional customer experience aligned to standards
- Maintain strong customer satisfaction and advocacy metrics
- Manage customer complaints, escalations, and service recovery
- Ensure repair and support service levels are achieved consistently
- Foster a customer-first culture through coaching and leadership
Inventory & Stock Management
- Maintain accurate inventory control and stock integrity
- Manage replenishment and stock availability
- Oversee stock counts, cycle counts, and reconciliations
- Ensure efficient handling of faulty stock and returns processes
- Minimise aged stock and inventory risk
- Deliver shrinkage and loss prevention targets
- Enforce security protocols and operational controls
- Monitor stock discrepancies and investigate variances
- Ensure compliance with all cash handling, invoicing, and reconciliation processes
Financial Management
- Manage the store operating expense budget
- Monitor expenditure and identify efficiency opportunities
- Deliver accurate financial reporting and variance analysis
- Maintain strong financial governance and control disciplines
Requirements
- Minimum 5 years' retail management experience with full P&L accountability
- Proven success within consumer electronics, technology, telecommunications, or premium retail environments
- Strong commercial acumen with experience managing sales, margin, and inventory performance
- Demonstrated experience leading and developing high-performing teams
- Strong operational management capability with experience implementing SOPs and controls
- Experience managing retail KPIs, reporting, and performance improvement initiatives
- Knowledge of stock control, inventory management, and loss prevention practices
- Excellent communication, stakeholder management, and leadership skills
- Strong systems proficiency including POS systems, reporting tools, and Microsoft Office
- Ability to thrive in a fast-paced, customer-focused retail environment
- Previous experience opening a new retail store or franchise
- Experience within a branded retail or experience-store environment
- Exposure to commission and incentive programme design
- Knowledge of NPS and customer experience measurement frameworks
- Experience implementing planograms and merchandising standards
- Relevant tertiary qualification in Business, Retail Management, Commerce, or a related field
This is more than a store management role. It is an opportunity to build a flagship retail operation from the ground up and shape the customer experience for one of the world's most recognised technology brands.
You'll join a business with a startup mindset—fast-moving, collaborative, and focused on results. We value ownership, accountability, innovation, and decisive action. If you enjoy building, leading, and making a visible impact, this role offers a rare opportunity to do exactly that.