Retail Operations Manager - Sao Paulo

The Retail Operations Manager is the in‑market Brand Expert responsible for supporting franchise partners across multiple countries and regions. This role ensures that global strategies are translated into consistent, high‑quality execution in diverse cultural, commercial, and operational environments. Operating as the brand owner’s representative in‑market, the Retail Operations Manager partners closely with franchise Field Leadership Teams to drive sales growth, elevate customer experience, uphold brand standards, and build long‑term capability across a portfolio of international markets. They serve as the critical connector between global strategy, regional priorities, and the customer experience delivered in stores across countries. Responsibilities: Grow & Drive Business: Deliver consistent sales growth across multiple countries Influence sales performance across a portfolio of international markets by leveraging business analysis and optimizing KPIs unique to each country. Align with the Regional Commercial Manager and franchise partners across regions on action plans from Weekly Business Reviews, integrating weekly sales results by country, category, and store. Provide market‑specific insights and seasonal hindsight to International and Regional Commercial teams, highlighting differences in consumer behavior, competitive dynamics, and promotional effectiveness across countries. Create customer intimacy through time spent in stores across diverse markets, reinforcing training tools and demonstrating how to foster a customer‑centric culture adapted to local norms. Ensure brand standards are consistently upheld across countries, incorporating cultural and operational differences; review daily store photos from multiple markets and partner with franchise leaders to drive follow‑up actions. Build a disciplined, execution‑focused culture across all assigned markets, identifying cross‑country opportunities and sharing best practices across regions. Capability: Drive operational excellence across varied market environments Support partners in new store openings across different countries, ensuring consistent brand standards despite varying local regulations, labor practices, and operational models. Escalate critical issues impacting performance in any market and collaborate with the Regional Commercial Manager and global teams to remove obstacles, expedite solutions, and ensure operational excellence across regions. Talent & Culture: Build capability across diverse franchise leadership teams Participate in talent recruitment and succession planning across multiple countries, understanding differences in talent pools, leadership norms, and labor markets. Assess strengths and gaps in franchise Field Leadership Teams across regions; influence partner actions to address capability gaps in each market. Coach and train partner leaders across countries to deliver a consistent, branded customer experience while adapting to local cultural expectations and customer behaviors. Conduct regular store visits across markets, providing in‑store coaching, behavior modeling, and follow‑up to ensure consistent execution of the selling model and visual standards internationally. Partnerships: Strengthen relationships across international franchise partners Provide timely communication and participate in weekly and monthly business reviews across multiple countries, ensuring alignment with global and regional priorities. Cascade information across markets, ensuring franchise partners in each country are informed and prepared to execute customer‑facing brand activities, initiatives, and strategies.

Why This Role Matters The Retail Operations Manager is the in-market brand guardian, ensuring that global strategies translate into flawless store execution and exceptional customer experiences. By coaching and developing franchise field and store leaders, they influence sales growth, uphold brand standards, and build sustainable capability in-market. This role also strengthens franchise partnerships by providing insights, escalating issues, and ensuring operational excellence The Retail Operations Manager is the critical connector between global strategy and the customer experience in stores. The ROM is unique because, while their in-market peers are

employed by the franchise partner

, they themselves represent the

brand owner

. They partner with the FLT/SLT, but with a mandate to

coach, influence, and escalate

back to the Regional Commercial Manager and global teams.

Qualifications & Experience The job requires a background of 5 to 7 years in Retail Operations/Field Management, with a preference for experience in Franchise (partner) operations or managing multiple store locations. Previous experience in fashion/beauty highly desired Proven record in talent development and influence Ability to quickly analyze key business metrics and results to identify performance improvement opportunities and recommend meaningful solutions Capable of fostering customer closeness through a keen understanding of brand and customer awareness Proficient communication abilities and the skill to cultivate successful business relationships Proficiency in engaging with diverse levels, functions, and cultures to develop positive relationships Capability to collaborate with Senior level management Ability to recognize when to be hands-on and when to step back and take a mentoring role Ability to communicate, influence, and negotiate effectively Established track record of strong organizational abilities, skilled at handling diverse responsibilities with conflicting priorities, and effectively managing time Should possess the skill to identify possibilities and promptly translate them into suggestions Proficient with Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint) Ability to travel up to 50% Education Bachelor’s Degree or equivalent experience required Core Competencies Lead with Curiosity & Humility Build High Performing Teams for Today & Tomorrow Influence & Inspire with Vision & Purpose Observe, Engage & Connect Strive to Achieve Operational Excellence Deliver Business Results