Retail Operations and Communications Coordinator

Role Description

Title: Retail Operations & Communications Coordinator

Department: Retail Operations

Location: London Office (Holborn) In-office role (not remote)

Schedule: Full-time (Mon Fri, 8:00 am to 4:30 pm)

Salary: 34000 PA

Role Summary

The Retail Operations & Communications Coordinator acts as the central link between HQ and a multi‑site retail estate, ensuring consistent operational standards, clear communication, and timely issue resolution across all stores. The role manages daily operational queries, compliance reporting, cross‑department coordination, and store‑facing communication. This position supports store leaders, drives operational efficiency, and safeguards compliance, stock accuracy, and brand standards across the estate.

Key Responsibilities

HQ–Store Communication Management

• Manage shared inboxes and phonelines, resolving store queries and escalating issues appropriately.
• Deliver clear communications to stores, Area Managers, and Regional Managers through internal systems.
• Liaise with Marketing, Commercial, HR, Facilities, Merchandising, and IT to ensure accurate and timely information reaches stores.

Operational Coordination

• Act as the primary operations contact for all stores, ensuring aligned communication and consistent standards. 
• Support daily operational rhythm including rotas, stock availability, promotional readiness, and store standards. 
• Upload operational processes, documents, and compliance guidance for store teams.

Compliance, Reporting & Insights

• Create and manage surveys, forms, and compliance trackers to gather estate‑wide operational data. 
• Produce regular reports for internal teams covering availability, sales, compliance, and operational performance. 
• Monitor trends, risks, and opportunities, providing insights to Retail leadership.

Incident & Issue Management

• Lead the response to urgent operational incidents including POS failures, WiFi outages, staffing emergencies, and facilities issues in close communication with the incident management team and key stakeholders.
• Coordinate cross‑functional escalation to minimise trading disruption.

New Store Opening Support

• Support operational readiness for new store openings including staffing, facilities, merchandising, compliance, and documentation. 
• Attend operational handovers and produce operational packs for new store teams.

Cross‑Functional Alignment

• Coordinate with Marketing, Commercial, Supply Chain, Retail, and E‑commerce to deliver operational plans and ensure all teams have required information. 
• Communicate supplier activity, CRM events, and promotional requirements to stores.

Event, Travel & Conference Coordination

• Support with organising travel, logistics, and planning for company conferences, Retail Summits, etc. 
• Coordinate agendas, presentations, and attendee communication.

Store Visits & Stakeholder Engagement

• Facilitate and approve head office visits to stores. 
• Support store leaders with operational queries, troubleshooting, and process clarification.

Employee Relations Support

• Support HR with investigations, disciplinary processes, note‑taking, and documentation.
• Assist with onboarding, offboarding, and compliance training.

Skills & Experience

• Experience in retail operations, multi‑site coordination, or store support roles. 
• Strong communication skills; confident managing high‑volume store queries. 
• Experience producing operational documentation and reports. 
• Comfortable working with supply chain, facilities, and commercial teams. 
• Analytical, organised, and proactive. 
• Strong understanding of store processes, compliance requirements, and operational standards
• Experience supporting new store openings. 

Perks & Benefits

• Employee discount: 20% discount across online and offline stores.
• Holiday entitlement: 30 days pro rata.
• Casual dress code: Comfy and casual dress environment.
• Pension scheme: Company pension (5% employee, 3% employer).
• Professional development: Opportunities for growth and development.
• EAP Platform: Access to well-being and therapy sessions.
• BrightXchange discounts: Cashback, vouchers, and exclusive discounts.

Please note: Due to high application volumes, were unable to respond to every applicant. If you haven't heard from us within two weeks, unfortunately, your application hasn't been successful on this occasion.