Senior Manager, Retail Operations, Global

Hiring Entity

Rosewood Hotel Group, London

OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact.

As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

The Global Retail team supports the strategy, growth, and operational excellence of retail across Rosewood Hotel Group's collection of luxury hotels and resorts worldwide. The team develops distinctive products, experiences, and commercial channels that reflect Rosewood's Sense of Place philosophy while driving revenue growth, brand differentiation, and guest engagement.

Reporting to the VP, Retail and Partnerships, Global, you will work closely with Brand, Digital, IT, Finance, Procurement, Marketing, hotel operations, and external partners to deliver integrated physical and digital retail experiences across global markets.

YOUR 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. As a key connector across functions, you will help ensure that platforms, processes, and service standards operate as one seamless ecosystem.

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.

HOW YOU'LL MAKE THE PLACE

• 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.

COULD THIS BE YOU?

• You bring 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.
• You have successfully built, scaled, or supported retail and e-commerce businesses within an omnichannel environment.
• You can translate commercial objectives into integrated operating models spanning technology platforms, processes, fulfilment, and customer experience.
• You understand e-commerce platforms, order and inventory management systems, ERP, CRM, warehouse operations, third-party logistics, and retail analytics.
• You combine strong commercial and analytical capabilities with the ability to interpret KPIs, forecasts, margin performance, and customer insights.
• You are an accomplished programme and stakeholder manager who communicates clearly, navigates change effectively, and collaborates confidently across global teams and diverse cultures.
• You are highly organised and detail-oriented, with the ability to manage multiple priorities while handling confidential information with discretion and professionalism.
• You communicate fluently in written and spoken English and hold a bachelor's degree or equivalent professional qualification; additional languages and relevant programme management or continuous improvement certifications would be advantageous.

OUR BENEFITS

As part of our team, you'll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. This includes medical coverage, retirement benefits, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard - and valued. 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.

Rosewood Hotel Group, privately owned by Chow Tai Fook Enterprises, is one of the world's leading global lifestyle and hospitality management groups. 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. For more information, visit rosewoodhotelgroup.com