Commercial Retail Operations Manager

Commercial Retail Operations Manager An exciting opportunity to join Jellycat! For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them. About the Role As Commercial Retail Operations Manager, you will play a key role in bringing Jellycat’s physical retail experiences to life across the UK and Europe. Working closely with Commercial Retail, Visual Merchandising, Brand, Sales teams and external retail partners, you will ensure our shop-in-shops and brand activations are operationally ready, well maintained and consistently delivering a joyful customer experience. This role owns operational excellence across multiple retail locations, building strong partner relationships and creating clear, scalable ways of working. You'll be Leading the operational performance and readiness of Jellycat retail spaces, including shop-in-shops and brand activation's Managing maintenance and facilities processes, ensuring issues are resolved efficiently and to a high standard Building and managing relationships with maintenance, facilities and operational service providers Identifying recurring operational challenges and driving preventative solutions to improve long-term performance Creating and maintaining operational playbooks, standard operating procedures and retail checklists Overseeing the supply, replenishment and distribution of branded materials, componentry and retail team essentials across Jellycat retail locations Working closely with internal teams and external suppliers to ensure operational resources are delivered on time and meet Jellycat standards Developing trusted relationships with retail partners and establishing clear operational ownership and accountability Representing Jellycat in operational reviews and partner meetings, ensuring agreed standards and service levels are achieved Owning retail operational communications and creating clear tools and resources that support successful execution across partner locations You'll have Experience in retail operations, ideally across multiple sites, regions or complex retail environments Experience managing maintenance, facilities or operational service providers Strong project management and organisational skills, with the ability to balance multiple priorities A proactive approach to identifying and solving operational challenges Excellent attention to detail and the ability to understand the wider impact of operational decisions Strong relationship-building and stakeholder management skills Experience working with external partners and suppliers to deliver operational excellence A collaborative and practical mindset, with a passion for delivering exceptional retail experiences Department Sales Locations London Remote status Hybrid London Our Perks & Benefits Discretionary Bonus Scheme This role will be eligible to participate in a discretionary annual bonus scheme with awards based on both company and individual performance. Private Medical Insurance We offer a premium level of cover for all Head Office employees through Vitality including Optical and Dental cover. Group Life Cover We offer Life Insurance at 4 x basic salary 25 days paid holiday We value that you get more time with your family and friends. Therefore we offer everybody 25 days paid holiday. Hybrid working We value work-life balance highly, therefore we work a hybrid model which consists of coming into the office a minimum of three days a week. Employee Assistance Program Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program through Health Assured. Private Chef! Every Monday, Tuesday and Thursday we have the pleasure of having our own Private Chef team who prepare us all a buffet style breakfast and lunch. This is subsidised by the company with a small employee contribution. Regular social & team events We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team. Contributory Pension Scheme We offer a salary sacrifice pension scheme through Scottish Widows with a company and employee contribution of 5% each (you can of course increase your contribution).