Retail & Operations Director - Lunn's Jewellers

Retail & Operations Director
- Lunn's Jewellers
- Belfast MCS Group is proud to be partnering with Lunn's Jewellers as it seeks to appoint a Retail & Operations Director on a full-time, permanent basis. This is an opportunity to join one of Northern Ireland's most recognised luxury retailers at an important stage in its development. Reporting to the Managing Director and sitting on the Board, you will lead both the commercial performance and operational effectiveness of the business, while shaping an exceptional experience for clients, colleagues and brand partners.

About Lunn's Jewellers Founded in 1954, Lunn's is a family business with a long-standing reputation for fine jewellery, luxury watches and outstanding personal service. From its home in Queen's Arcade, Belfast, it has grown to include further showrooms and dedicated boutiques for some of the world's leading watch brands. Lunn's combines the heritage and relationships that have built its reputation with ambitions for continued growth.

This role offers the chance to influence how the business develops across its retail estate, online channels, aftercare services and certified pre-owned offering. The Opportunity As Retail & Operations Director, you will take responsibility for the overall performance of Lunn's retail business. Your remit will span sales, profitability, buying and merchandising, retail operations, online trading, aftercare and service, and the development of its certified pre-owned proposition.

Working closely with the Managing Director, Executive Team and senior leaders, you will turn strategy into effective day-to-day execution. You will strengthen the processes, systems and leadership capability needed to support growth, while protecting the personal service and attention to detail for which Lunn's is known. This is a role for a leader who is equally comfortable setting commercial direction, improving operational performance and developing people.

You will serve as deputy to the Managing Director and play a full part in shaping the future of the business.

Key Responsibilities Develop and deliver retail and operational strategies that drive sustainable revenue growth, profitability and client loyalty. Lead performance across Lunn's retail locations and channels, ensuring consistent luxury service standards and effective execution. Work with the Head of Retail to improve store performance, productivity, leadership capability and the client experience. Provide strategic oversight of buying and merchandising, aligning product ranges, stock investment and availability with client demand and commercial priorities.

Establish aftercare and service as a strong client experience and commercial channel, encouraging repeat visits and long-term relationships. Support the launch and growth of the certified pre-owned watches proposition, with clear commercial plans, operational controls and a seamless client journey. Strengthen online trading and champion the use of technology, systems and data to improve performance and service. Build and maintain strong relationships with luxury brand partners and identify opportunities across new markets, VIP clients and other growth channels.

Lead budgeting, forecasting and performance reviews, with accountability for sales, margin, costs and operational results. Develop a strong leadership team and work across functions to ensure retail, buying, aftercare, marketing, finance and operations are aligned. Maintain appropriate standards of governance, compliance, security and risk management across the business.

The Person You will bring substantial leadership experience from luxury retail or a premium product business, together with the commercial judgement and operational discipline to lead a complex, multi-channel operation. Essential skills and experience:
At least 10 years' sales leadership experience in luxury retail or a premium product business, ideally within jewellery or fashion. A proven record of leading cross-functional teams and delivering revenue growth. Experience managing sales across multiple channels, including retail and e-commerce. Strong operational leadership, with the ability to improve processes, performance and the customer experience. Sound financial acumen, including budgeting, forecasting, performance reporting and an understanding of the drivers of profitability.

The ability to build trusted relationships with colleagues, clients, senior stakeholders and brand partners. A collaborative…