Luxury Retail Operations Manager – Sales and Talent Management

POSITION INFO:

Salary: Negotiable depending on experience + Performance-linked incentives tied to Regional YOY growth

Recruiter: Helen Wilson Recruitment

Job :

Date posted: Wednesday, February 25, 2026

Location: Cape Town, South Africa

The Retail Operations Manager is the strategic performance and talent leader responsible for driving sales excellence, cultural alignment, and operational compliance across the region (6-8 Stores). The role combines Sales Leadership and Talent Strategy and will involve travelling between stores. The successful resource will be the performance driver and guardian of the luxury brand. In this role you will shape both performance outcomes and the emotional climate of the region.

• Minimum Bachelor’s degree in HR, Psychology, Business, or related field.
• HR certifications advantageous.
• Interested candidates must have 8‑10 years’ experience from either the skincare, car, fashion, jewellery/watch industry and have proven experience managing SALES PERFORMANCE and dealing with HR Matters for staff within stores (Area/Regional Manager OR Retail Ops Manager OR Sales Manager).
• Demonstrated experience in recruitment, performance coaching, and employee engagement.
• Experience managing regional operations or multi‑site environments.
• Strong understanding of performance data and reporting.
• Exposure to international luxury standards highly desirable.

• Regional Sales Performance (50%) – Responsible for regional performance and growth.
  • Drive achievement of regional sales targets and YOY growth.
  • Conduct weekly coaching calls with Store Managers focused on performance, conversion, and pipeline health.
  • Review CRM data, client completeness, and consultant productivity.
  • Conduct in‑store audits to ensure luxury standards, sales discipline, and operational compliance.
  • Identify early warning signals (underperformance, morale shifts, client complaints).
  • Ensure client complaints are resolved swiftly and protect brand integrity.
• Talent & Culture Leadership (50%) – Responsible for talent acquisition, performance management, and cultural stewardship.
  • Lead end‑to‑end recruitment within region, including active headhunting.
  • Conduct structured interviews aligned to company luxury standards.
  • Ensure probation reviews are completed thoroughly and on time.
  • Implement retention strategies to reduce regrettable attrition.
  • Manage monthly performance reviews with managers.
  • Identify leadership pipeline and succession planning opportunities.

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