About the job

HEAD OF RETAIL OPERATIONS Lead Operational Excellence

SARAH & SEBASTIAN is a conceptual fine jewellery studio where exquisite artistry meets an elevated edge. We are seeking a Head of Retail Operations to define and drive operational excellence across our architecturally designed boutiques and immersive luxury client experiences.

Reporting to the Retail Director, you will be the architect of efficiency — directly responsible for planning, executing, and optimising all retail operational initiatives that impact profitability and elevate customer satisfaction across our growing retail division.

WHAT YOU WILL DO

Process Management: Analyse, streamline, and document comprehensive operational workflows to enhance efficiency, consistency, and scalability across all retail touchpoints. Develop and implement best-practice standards for all retail and service processes.Change Management: Lead the smooth transition of new systems into the retail team, working closely with the L&D Manager to ensure change is embedded effectively and supports the ongoing success of the brand.System Optimisation:Oversee the implementation and continuous optimisation of critical retail systems — including Shopify POS and NetSuite ERP — alongside other supporting platforms.New Store Fit-outs & Expansion:Collaborate with the Retail Director on all new store development, contributing to operational layout planning and ensuring all operational requirements are met for a seamless launch and efficient ongoing operations. Experience with international expansion is advantageous.Store Maintenance & Facilities Management:Establish and oversee a proactive maintenance programme, coordinating all activities to ensure our boutiques remain fully operational, safe, impeccably presented, and compliant with health and safety regulations.Omnichannel Experience & Stock Integrity:Create a seamless omnichannel experience by optimising processes related to stock integrity — including stocktake accuracy, efficient stock transfers, and real-time inventory visibility across all channels (in-store, online, click & collect, and reserve in-store).Budget, Costs & P&L Management:Own and effectively manage the operational expenditure (Opex) budget, to ensure maximum financial efficiency. Responsibilities include wages costs, budget sign-offs, store consumables, and maintenance expenses.Operational Leadership & Team Management:Directly manage and mentor the Retail Operations Manager, fostering a culture of operational excellence, delegating effectively, and ensuring projects are delivered on time and to standard.

• ABOUT YOUExperience: 7+ years driving operational efficiency, leading large-scale process transformation, managing retail expansion, and controlling operational budgets.
• Education: Diploma-level or Bachelor's equivalent in a related field. Postgraduate qualifications (MBA or Graduate Certificate in Operational Excellence) are highly regarded.
• Technical Expertise: Demonstrated experience implementing and optimising enterprise platforms. Exposure to system migrations (e.g. Cin7 to Shopify POS) or NetSuite implementation is highly desirable.
• Leadership: A strategic thinker with strong people management skills, high emotional intelligence, sound financial acumen, and a deep commitment to customer-centricity.
• Strong written communication and stakeholder engagement skills.
• Experience in premium, luxury, or design-led retail environments is advantageous.

Align with our core values:MAKE WAVES — Think creatively, challenge ourselves and the status quo.PRECISION — Act with care and attention.COMMUNITY — Collaborate, show respect, create enduring relationships.PROTECT WHAT IS PRECIOUS — Be ambassadors for ocean conservation and accountable for our impact.

• WHAT YOU WILL RECEIVEAbove-industry salary package, product allowance, and 50% staff discount
• Birthday leave
• Work from home on Fridays
• A complimentary Soldered bracelet
• A newly created, high-impact role supporting business-critical growth
• The opportunity to contribute to a brand committed to sustainability and ocean conservation
• Working for an RJC-certified Jewellery brand

ABOUT USEstablished in 2012, SARAH & SEBASTIAN is a conceptual fine jewellery studio crafting new natural icons, engineered to inspire. Founded by designers Sarah Gittoes and Robert Sebastian Grynkofki, we are reimagining fine jewellery — where exquisite artistry meets an elevated edge.

Our architecturally designed boutiques across Australia offer an immersive window into the brand, with luxury services including Ear Alchemy Piercing, Soldered Permanent Jewellery, and Fine Jewellery Consultations for engagement and wedding pieces.With a deep connection to the Australian landscape and ocean, we are committed to preserving its rare beauty through local manufacturing, conscious production, and philanthropic initiatives.

Please note: only successful candidates will be contacted.

Requirements added by the job poster

• • Authorized to work in Australia