Retail Operations Specialist

About the role

TOTEME, a fashion house founded in 2014 offering women's and men's ready-to-wear, shoes, bags, accessories and jewellery, is looking for a full-time Retail Operations Specialist to join its Shanghai team. The role oversees and supports the operations of retail spaces in China and coordinates communication and planning with headquarters, acting as a bridge between store teams and functions such as Supply Chain, Buying, Planning, E-commerce, Tech, Production, Finance and Store Development. It reports to the Retail Operations Manager and works with the global corporate retail team.

Key responsibilities

• Oversee and optimise store operations, KPIs and related costs.
• Plan and execute operational activities, including price changes, promotions and product launches.
• Create, update and maintain handbooks, manuals and policies for retail operations.
• Ensure compliance with payment handling procedures, including sales reconciliation, refunds, exchanges and discount approvals, and collaborate with Finance on discrepancies.
• Support in-store IT and tech needs, including troubleshooting, equipment management and digital infrastructure improvements.
• Communicate company information, guidelines and procedures to store teams and follow up on implementation.
• Coordinate operational preparations for store openings, relocations and closures, including equipment, system setup and stock movements.
• Coordinate store maintenance, manage external service providers and track budgets and approvals with Store Design & Development.
• Monitor store stock levels, deliveries and replenishment, and drive adoption of retail systems such as POS, inventory management and reporting tools.

Required profile

• Relevant retail operations experience, ideally supporting operations across multiple stores, in a luxury or premium fashion retail environment, preferably international.
• Strong understanding of back-of-house operations, stock handling, payment procedures and daily store routines.
• Fluent spoken and written English and Mandarin.
• Commercial mindset, strong communication skills, project management and multitasking abilities, and comfort with complex tech and IT infrastructure.

Required skills

• POS, OMS, inventory management and BI tools; previous experience with Shopify, Sitoo, iD Cloud, Omnium and Qlik is preferable.
• Proficiency in Office tools: Excel, PowerPoint/Keynote, Google Docs and Google Drive.