Sarah and Sebastian
Head of Retail Operations
| company: | Sarah and Sebastian |
| job title: | Head of Retail Operations |
| location: | Sydney |
| work type: | Full-time |
Role Description
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.
Key Responsibilities
- System Implementation & Tech Optimisation: Lead end-to-end rollouts and user adoption across critical retail platforms, including Shopify POS, Oracle NetSuite ERP, Tulip CRM, scheduling, and repair platforms.
- Process Management & Precision: Analyse, streamline, and document comprehensive operational workflows to eliminate manual friction, enhance consistency, and scale retail and service operations.
- Boutique Expansion & Fit-Outs: Partner with the Retail Director on new boutique builds—collaborating on operational layouts, structural drawings, pre-opening readiness (equipment, systems, signage, stock), as well as managing store defits and pack-downs.
- Omnichannel & Stock Integrity: Drive real-time inventory visibility, oversee the national stocktake program, optimize stock transfers, and streamline omnichannel fulfilment (click & collect, reserve in-store).
- Facilities & Budget Management: Oversee a proactive store maintenance program and manage operational budgets, including Store Maintenance, Branch Supplies, and Service Consumables budgets.
- Operational Leadership & Governance: Mentor direct reports (including the Retail Omni Operations Manager, Retail Operations Coordinator, and National Service Compliance Manager), enforcing strict Work Health & Safety (WHS) measures across our specialised piercing and soldering service environments.
About You
- Experience: 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 receive:
- Above-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
Apply here, do not use the ‘apply now’ form below.
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