Retail Operations Manager

Retail Operations Manager

The Retail Operations Manager is responsible for the full creation, curation, and operational success of The Cooper's luxury boutique experience from pre-opening concept development to daily in-operation excellence. This role oversees product assortment, merchandising, inventory strategy, financial performance, and a Forbes-level guest engagement approach that reflects Charleston's cultural artistry and The Cooper's identity.

Duties & Responsibilities

Lead boutique retail vision in partnership with Rooms leadership & BHC teams.

Curate product assortment aligned with Charleston heritage, local artisans, luxury partnerships, and BHC brand values.

Develop merchandising vision, visual identity, packaging, seasonal gifting strategy, and in-room retail integrations.

Build full SOP framework (inventory, POS, cash control, service scripts, gift personalization).

Select POS system and integrate with PMS and accounting platforms.

Deliver boutique experience to Cooper standards warm, anticipatory, storytelling-based engagement.

Oversee daily operations including opening / closing, merchandising standards, replenishment, cash handling.

Personalize gift and amenity experiences for VIPs, weddings, celebrations, and in-room surprise moments.

Partner with Guest Experience Director & Concierge to enable private shopping, post-stay shipping, and bespoke gift curation.

Recruit, train, and lead boutique retail specialists with strong luxury hospitality and brand storytelling instincts.

Create service etiquette guidelines for boutique engagements tone of voice, knowledge depth, styling guidance.

Conduct regular product education, brand knowledge sessions, and retail selling technique coaching.

Develop strategic buying plan, revenue targets, and inventory forecast by season and demand segment.

Monitor margins, sell-through, stock turns, and implement proactive allocation or markdown strategy.

Manage vendor relationships, purchase orders, receiving processes, and compliance adherence.

Collaborate on brand collaborations, exclusive capsules, hotel signature fragrance, etc.

Required Skills & Experience

35+ years experience in luxury retail, boutique operations, or high-end lifestyle / hotel retail.

Pre-opening or ground-up brand launch experience strongly preferred.

Deep knowledge of luxury retail standards, merchandising, and inventory discipline.

Demonstrated passion for design, curation, brand storytelling, and emotional guest connection.

Proven track record managing P&L, retail KPIs, and premium clientele engagement.

Polished, gracious, warm Southern-authentic presence aligned with The Cooper's positioning.

Physical Requirements

Ability to stand and walk for extended periods (up to 8 hours).

Capable of lifting merchandise boxes weighing up to 30 lbs.

Must be comfortable bending, reaching, and climbing ladders for merchandising.

Strong problem-solving, conflict resolution, and decision-making skills under pressure.

Clear communication and active listening are required for effective team and guest interactions.