Senior Manager, Retail Operations, Global

Location: Greater London

OUR PURPOSE AND CULTUREWe are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.

As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAMThe Global Retail team supports the strategy, growth, and operational excellence of retail across Rosewood Hotel Group’s collection of luxury hotels and resorts worldwide. The team develops distinctive products, experiences, and commercial channels that reflect Rosewood’s Sense of Place philosophy while driving revenue growth, brand differentiation, and guest engagement.

Reporting to the VP, Retail and Partnerships, Global, you will work closely with Brand, Digital, IT, Finance, Procurement, Marketing, hotel operations, and external partners to deliver integrated physical and digital retail experiences across global markets.

YOUR ROLEAs Senior Manager, Retail Operations, Global, you will play a pivotal role in designing, launching, and continuously enhancing the global operating infrastructure supporting Rosewood’s retail business across digital and physical channels.

You will translate commercial and brand ambitions into scalable operational solutions spanning e-commerce, inventory management, fulfilment, logistics, customer experience, data, reporting, and hotel integration. As a key connector across functions, you will help ensure that platforms, processes, and service standards operate as one seamless ecosystem.

Your contribution will be instrumental in supporting the global e-commerce launch, hotel rollout initiatives, and the continued optimisation of operational performance, customer satisfaction, profitability, and business scalability.

HOW YOU’LL MAKE THE PLACE
* Define the end-to-end operating architecture for Rosewood’s global retail business, encompassing e-commerce, gift cards, inventory, order management, payments, fulfilment, logistics, customer data, reporting, and hotel interfaces.
* Translate business requirements into scalable technology and process solutions that integrate with Rosewood’s systems, data standards, controls, and wider digital ecosystem.
* Lead platform evaluation, business-case development, solution design, vendor selection, implementation, testing, training, and operational readiness in partnership with corporate and hotel teams.
* Own the operational performance of Rosewood’s e-commerce channels, creating a seamless luxury customer journey from discovery and purchase through fulfilment, delivery, returns, and service recovery.
* Establish a consistent global retail operating model, including governance, service levels, controls, escalation routes, standard operating procedures, and decision-making frameworks.
* Design and manage a scalable global fulfilment and distribution network, overseeing inventory controls, warehouse operations, third-party logistics, cross-border delivery, and returns.
* Lead strategic initiatives, reporting frameworks, and continuous improvement roadmaps that strengthen customer experience, operational effectiveness, profitability, and scalability.
* Lead and develop the retail operations team through clear objectives, coaching, training, knowledge sharing, and capability building.

COULD THIS BE YOU?
* You bring extensive experience in retail operations, e-commerce, supply chain, logistics, fulfilment, or a related discipline, ideally gained within luxury hospitality, premium retail, or another service-led industry.
* You have successfully built, scaled, or supported retail and e-commerce…