Job Type: Permanent - Full Time
Location: Head Office
Job Category: Head Office, Operations
The Retail Operations Manager will lead the operational engine behind V&W;'s in-store customer experience.
Based at our Hawthorn East head office, this is a hands‐on senior role for an experienced retailer who is ready to own a function — building the process framework, service standards and operational discipline that let our boutique teams deliver a consistently exceptional customer experience, while driving productivity and sales.
If you turn data into action, care as much about the customer in front of you as the processes behind the scenes, and thrive in a lean, creative environment, we'd love to hear from you.
ABOUT US
Viktoria & Woods is an Australian brand known for creating modern, timeless and effortless designs that transcend seasons and generations.
Established in ****, we are committed to responsible sourcing, and using high quality fabrics and workmanship across every design.
ABOUT THE ROLE
Reporting to the Head of Sales, Viktoria & Woods is hiring for a senior position during an exciting growth phase.
The successful candidate will further enhance the brand's awareness, desirability and sales growth.
This is a high‐impact role for a seasoned, senior retailer who is ready to own a function, rather than contribute to one.
You will optimise and lead the retail operational rhythm across all V&W; boutiques, creating the necessary operational discipline that results in system and process efficiency, and a consistently exceptional customer experience in every boutique.
You will work closely with the Head of Sales, National Retail Manager and the retail teams — bringing data clarity, operational structure and actionable insight to a brand that is ready to operate with greater rigour and pace.
While the National Retail Manager owns sales performance and boutique leadership, you will own the operating system behind it — the processes, tools and standards that drive an outstanding customer experience.
WHAT SUCCESS LOOKS LIKE
Within the first six months, you will have established a consistent operational process rhythm, SOPs with clear direction and discipline, and lead as a strong retail partner who executes with precision.
Within twelve months, the business will have a explicit retail operational plan, stronger alignment between head office and boutique teams, and measurably improved productivity and customer experience standards (e.g. mystery shopper and NPS scores) — removing operational barriers and positively impacting sales and business growth.
JOB DESCRIPTION
CUSTOMER EXPERIENCE & SERVICE STANDARDS
Own the in‐store customer experience framework — service standards, styling and clienteling protocols — ensuring every boutique delivers a consistent, premium experience true to the V&W; brand.
Partner with the National Retail Manager and Cluster Manager Team to build a customer feedback loop (mystery shopping, NPS, in‐store surveys) and translate insights into operational action.




Set and monitor visual merchandising and store presentation standards in partnership with the Visual Merchandising function, ensuring boutiques consistently reflect brand and seasonal direction.
Champion a customer‐first operating rhythm, ensuring systems, processes and training exist to serve the in‐store experience — not the other way around.
REPORTING & SYSTEMS
Build and maintain reporting structures that give the business clear weekly visibility.
Identify opportunities to introduce AI tools and automation to improve reporting, forecasting and team output.
Simplify manual processes and help build a more data‐led, accountable operating environment.
LEADERSHIP & TEAM DEVELOPMENT
Support the Cluster Manager Team with an operational lens, to lead and coach boutique/store leadership, building a high‐performing, accountable retail team.
Support the onboarding and development of the wider retail operations function as it grows, including any future Retail Operations hires.
RETAIL TRAINING & IMPLEMENTATION
Play an active role in the development and roll‐out of retail operations training across the network, ensuring boutique teams are equipped to execute new processes, systems and tools consistently.
Partner with the National Retail Manager and Cluster Manager Team to identify training needs and translate operational priorities into practical, store‐ready training content.
Support the ongoing review and refinement of training materials and implementation as retail processes and systems evolve.
STORE OPERATIONS & PERFORMANCE
Monitor and optimise daily store operations, translating store‐level sales, KPI and customer feedback data (with the National Retail Manager) into clear operational priorities.
Conduct regular store visits and audit operational discipline, to ensure the implementation of best process practice.
CROSS‐FUNCTIONAL SYSTEMS & PROCESS
Collaborate with internal teams (Merchandise, Planning, Production, Warehouse, IT, Finance, HR) to keep systems, stock handling and employee‐lifecycle processes (onboarding, off‐boarding, role changes, warehouse sales) seamless.
Set clear direction for retail policies and procedures to ensure consistency across all stores.
Lead the roll‐out of new, as well as re‐developed IT systems and retail tools across the network, including clientele, rostering and communication platforms.
Support ad‐hoc projects within the retail team as required, partnering with the relevant project lead and acting as key point of contact from an operational lens.
INVENTORY & STOCK MANAGEMENT
Own the stock‐control approach — set loss‐prevention targets and strategies that drive continuous improvement.
Lead and coordinate stock‐takes and report on shrinkage outcomes.




Coordinate stock transfers and replenishment with the Warehouse team so stores are optimally stocked without overstocking.
Ensure the omnichannel inventory system functions seamlessly, meeting fulfilment requirements to the required standard.
PEOPLE, CULTURE & STORE ENVIRONMENT
Foster a positive, inclusive, high‐performance and customer‐focused culture that drives the continual growth of the V&W; brand.
Champion Workplace Health and Safety (WHS) standards across the retail network in partnership with the People & Culture function.
Work in collaboration with the relevant stakeholders, and act as the operational key point of contact with relation to the development, implementation and associated training of existing or new retail systems.
Manage external relationships (centre management, David Jones), handling escalations and escalating brand opportunities.
STORE SUPPORT & MAINTENANCE
Act as a first point of contact for store queries, providing timely, practical support to boutique teams on day‐to‐day operational issues.
Coordinate maintenance and supply requirements raised by stores, liaising with relevant internal teams and external providers to ensure timely resolution across the network.
Escalate hazards, facility issues and larger‐scale maintenance or store development needs to the appropriate function as a matter of priority.
Collaborate and support store development and refurbishment projects as directed and required.
ABOUT YOU
DESIRED SKILLS AND EXPERIENCE
Accountable, and leads by example.
Commercially minded — able to use data to guide decisions.
Systems‐minded and curious about AI and automation tools that improve speed and accuracy.
Proactive, with a genuine bias for continuous improvement.
A real passion for retail and the customer experience — you notice the details that make a boutique feel exceptional.
Skilled at building strong relationships, both internally and externally.
Motivated by growth and driven by being part of something that matters.
NON‐NEGOTIABLES
Minimum 5 years' experience in women's fashion retail.
A relevant tertiary qualification.
Multi‐channel experience across retail and eCommerce is a strong advantage.
Demonstrable commercial outcomes.
Strong analytical and reporting skills; BI tool experience is highly regarded.
Experience building or owning an operational process, not just maintaining one.
A track record of lifting customer experience or service standards across a multi‐site retail network.
Comfortable working in a lean, growing SME where structure sometimes needs to be built before it can be followed.
WE WILL OFFER YOU
A competitive salary.
Generous benefits including a clothing allowance and significant discounts on our range and birthday leave.
Support of a talented, collaborative and growing team.
Brand new Head Office based in Hawthorn East.
Genuine opportunity to shape a retail operations function from the ground up, with a clear path for growth as the team expands.
Viktoria & Woods is an equal opportunity employer.
We are committed to diversity, equity, and inclusion in our recruitment practices.
#J-*****-Ljbffr

📌 Retail Operations Manager (Melbourne)
🏢 Viktoria & Woods
📍 Melbourne