Retail Operations Lead

As a Retail Operations Lead, your main focus will be to implement and evolve the store operating model, securing operational excellence, ensure financial follow-up, and support the Sales Market in delivering a profitable and sustainable growth. This on-site role reports into our Retail Operations Manager and is based out our Sales Region Offices in Houston, TX. A Day in the Life Working at H&M means no two days are ever the same, but a typical day will include the following responsibilities* - Implement and continuously evolve the store operating model strategy - Optimize ways of working across people, processes, and technology to secure a seamless omni shopping experience, and drive omni sales and customer lifetime value - Secure operational workload plan and workforce distribution aligned with long-term customer experience ambitions, leveraging automation where relevant to unlock more time dedicated for relations building and engagement with customers - Ensure all automated and self-service solutions deliver business and customer value - Secure high adoption of all available tools and features to enable full use of customer, product and selling data - Provide functional expertise across the Sales Market to optimize store efficiency - Secure benefit realization of Operational Best Practice including all Omni Services & Solutions - Support Area Teams and collaborate across local functions to deliver a consistent level of operations within the stores - Secure clear communication, training and change management plans to ensure Area Teams have the knowledge to implement and optimize daily operations - Provide coaching and training to strengthen store operations capabilities in your sales market - Drive capability building together with Sales Market People team via implementing plan for learning, development and upskilling of store employees to achieve customer service expectations - Ensure the store operating model / change management is secured in the planning and implementation of large-scale projects such as openings, closings, rebuilds and space optimization - Participate in creating the Tech roadmap for store customers and colleague experience – and ensure its tactical alignment with the Continent plans - Secure the needs of store operations and colleagues during implementation of tech solutions, delivering the desired way of working throughout - Identify and understand both risks and opportunities in store operations - Make informed decisions and take data driven, decisive actions from insights and tools to meet omni colleague and customer expectations across the sales market (CAT, Brand Tracker, Post Purchase Survey) – reducing customer painpoints - Drive and benchmark Area Teams on store operational key results to ensure efficiency and maximize the colleague and customer experience - Lead effectively towards changing customer expectations to build our future store operating model - Work in close collaboration with the Sales Manager, Controlling Team and Tech Team on implementing store operations best practices - Work in close collaboration with Sales Market Expansion teams and act as an extended arm of Global Retail Experience Who You Are: - Experienced leader and retail strategist with a passion to explore new ideas and Inspire change across the organization - Proven ability to set and implement strategies on a wide scale - Strong problem-solving skills with experience in resolving complex challenges - Fluent in English, both written and spoken - Minimum 5 years of experience in store operations, either with experience as both a Store Manager and Area Manager, or as a Controller - Deep knowledge and practical experience in applying store operations best practices - Demonstrate extensive retail knowledge on how the physical store contributes to a seamless, omni customer experience and understand the customer journey - Ability to work with data and insights to convert into recommendations and decisions - Solid understanding of tech product development and its impact on the physical store operating model and customer experience - You embrace diversity and understand it as a strength. You demonstrate a clear customer-first mindset and are socially confident when presenting to large audiences. You are strategically minded, able to see the bigger picture, and skilled at prioritizing effectively for yourself and others. You view feedback as a valuable tool for continuous growth and improvement Why You’ll Love Working at H&M - We value diverse backgrounds, including but not limited to race, ethnicity, gender, age, religion, sexual orientation, and disability - We pride ourselves on being a values-driven organization, guided by our 7 unique values that have been part of our success story for over 75 years - You’ll have access to our Colleague Resource Groups (CRGs) to find community and networking opportunities among colleagues - We are an inclusive company where you’re encouraged to be yourself at work - You will have access to a large global talent community, where career growth and aspirations have no limits - We believe in supporting your overall wellbeing and offer comprehensive benefits inclusive of health insurance, wellness and family support programs, company match 401k, paid leave programs, and paid time off, including a community day to serve your local community - You’ll be able to express your personal style with our employee discount at H&M, & Other Stories, and COS Compensation: salary range is $110,694 - $120,000 *This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company’s discretion. **H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future. Job Status: Salary, Exempt