Purpose & Overall Relevance for the Organization

This role drives workforce tool implementation, scheduling efficiency, and labor productivity improvements across the Own Retail channel while supporting the development, implementation, and continuous enhancement of retail operational standards, tools, compliance, and best practices. It ensures aligned execution of global and EM retail programs, BOH operational excellence, and a consistent mono-branded experience through strong project management, training, and data-driven insights.

Key Responsibilities

• Lead Workforce Optimization programs, including payroll planning, labour forecasting, and scheduling efficiency.
• Drive implementation, adoption, and continuous improvement of workforce management tools across Own Retail.
• Lead strategic headcount planning to ensure the right staffing levels across departments.
• Provide training, coaching, and capability building to ensure effective use of workforce tools and processes.
• Analyse payroll, productivity, and scheduling data to generate actionable insights and improvement plans.
• Drive process excellence initiatives to improve workforce efficiency and reduce operational costs.
• Partner with HR, Finance, Retail Operations, and Cluster teams to optimize labour deployment and support business needs.
• Manage vendor relationships and support enhancements to workforce systems and digital tools.
• Support the development and continuous improvement of retail operational standards, tools, and compliance processes.
• Lead retail operations projects end-to-end, from assessment and planning to implementation and measurement.
• Equip clusters with updated operational guidelines, tools, training materials, and compliance documentation.
• Monitor operational excellence initiatives using data-driven KPIs and ensure consistent adoption across markets.
• Serve as the Emerging Markets expert for Retail Operations Excellence, promoting best-practice sharing and cross-market alignment.
• Drive BOH operational excellence, including inventory accuracy, stockroom standards, deliveries, replenishment, and digital enablers (RFID, BINS).

Key Relationships

• Regional & Cluster Retail Operations Teams
• Global DTC Operations & Global Retail Operations
• HR, Finance, Merchandising, SCM, Store Development, Real Estate, IT
• Legal & Internal Control
• VM & Marketing
• Franchise partners

Knowledge, Skills, and Abilities

• Expertise in retail operations, process improvement, and workforce management
• Advanced analytical, problem-solving, and data interpretation skills
• Strong project management from planning to execution and measurement
• High influencing ability across global and remote environments
• Excellent planning, communication, facilitation, and presentation skills
• Innovative mindset with proven adoption of new tools and processes
• Advanced MS Office proficiency (Excel, PowerPoint, Project); MS Access a plus
• Fluent in English; additional languages an advantage

Requisite Education & Experience

• Master’s in business administration degree in Retail, Finance, Supply Chain, or related field is desirable.
• Minimum 4–5 years of retail operations experience, ideally with workforce optimization exposure.
• 5+ years Retail Store Operations experience strongly preferred.
• Experience leading change, training, and influencing cross-functional teams.
• Experience in Sports / Fashion / FMCG industries preferred.
• Franchise retail knowledge a plus.
• Retail Store Management experience is an advantage.