Role Purpose

The Head of Retail is responsible for overseeing Shirohana’s physical retail stores and e‑commerce operations, ensuring seamless coordination between online and offline channels. This role owns stock control, visual merchandising, SOP compliance, staff training and recruitment, customer satisfaction, KPI management, and strong follow‑through on execution—while ensuring the online store reflects the same standards of availability, presentation, and service.

Key Responsibilities

Retail Store Operations

Oversee day-to-day store performance across all locations

Ensure accurate stock levels, stock movement discipline, and shrinkage control

Maintain high visual merchandising standards aligned with the Shirohana brand

Implement, monitor, and enforce store SOPs across all teams

Conduct regular store audits and performance reviews

E‑commerce Coordination

Coordinate closely with the e‑commerce/online sales team to ensure:

Accurate stock syncing between stores and online platforms

Timely fulfilment of online orders (pick, pack, dispatch, returns)

Consistent product presentation, pricing, and promotions across channels

Monitor online customer feedback, complaints, and service SLAs and align service recovery standards with retail stores

Support online campaign launches with store readiness, stock availability, and VM alignment

Use online sales and customer data to inform store decisions and merchandising strategies

People, Training & Recruitment

Recruit, train, and manage store teams and store leadership

Develop structured onboarding and continuous training programs

Organise staffing, rostering, and performance expectations

Build a high-performance, service-driven retail culture

Customer Experience & Satisfaction

Monitor customer satisfaction across in-store and online channels

Implement service standards and complaint-resolution processes

Drive consistent, high-quality customer experiences at every touchpoint

KPIs, Reporting & Follow‑through

Define and manage KPIs for stores, staff, and customer experience

Track sales performance, conversion, ATV, stock accuracy, VM compliance, and service scores

Ensure actions are assigned, deadlines met, and outcomes verified

Report regularly to leadership with insights and improvement plans

Key Skills & Experience

Strong retail operations leadership experience (multi-store preferred)

Working knowledge of e‑commerce operations and omnichannel retail

Excellent eye for visual merchandising and brand execution

Proven experience in SOP implementation, training, and team management

Data-driven mindset with strong KPI ownership and accountability