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About the Role
As 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. 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.
Responsibilities
- 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.
Requirements
- 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.
- Successfully built, scaled, or supported retail and e-commerce businesses within an omnichannel environment.
- Ability to translate commercial objectives into integrated operating models spanning technology platforms, processes, fulfilment, and customer experience.
- Understanding of e-commerce platforms, order and inventory management systems, ERP, CRM, warehouse operations, third-party logistics, and retail analytics.
- Strong commercial and analytical capabilities with the ability to interpret KPIs, forecasts, margin performance, and customer insights.
- Accomplished programme and stakeholder manager who communicates clearly, navigates change effectively, and collaborates confidently across global teams and diverse cultures.
- Highly organised and detail-oriented, with the ability to manage multiple priorities while handling confidential information with discretion and professionalism.
- Fluent in written and spoken English.
- Bachelor’s degree or equivalent professional qualification.
- Additional languages and relevant programme management or continuous improvement certifications would be advantageous.
Location
- London, United Kingdom
Work Type
- Full-time Permanent
Education Level
- Bachelor’s degree or equivalent professional qualification
Benefits
- Medical coverage
- Retirement benefits
- Paid time off
- Complimentary room nights
- Learning and development opportunities
- Global career opportunities
- Industry-leading paid parental leave
About the Company
- Rosewood Hotel Group is one of the world’s leading global lifestyle and hospitality management groups, privately owned by Chow Tai Fook Enterprises.
- It encompasses four brands: ultra-luxury Rosewood; upper-upscale New World Hotels & Resorts; Asaya, an integrated well-being concept; and Carlyle & Co., a modern and progressive private members club.
- Its combined hotel portfolio consists of 60 properties in 26 countries and territories with more than 30 new properties currently under development.
Equal Opportunity
- We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations.
- We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them – and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.