Head of Retail Operations

Role overview

SARAH & SEBASTIAN is a conceptual fine jewellery studio known for refined craftsmanship and a distinctive modern aesthetic. The business is looking for a Head of Retail Operations to lead operational performance across its architect-designed boutiques and premium client experiences.

Reporting to the Retail Director, this role will shape, execute, and continuously improve the operational framework that supports profitability, service quality, and growth across the retail network.

What you will do

• Review, simplify, and document retail workflows so they are efficient, consistent, and scalable across every customer touchpoint.
• Create and roll out high-standard processes for retail and service operations.
• Guide the adoption of new systems across the retail team, partnering with the L&D Manager to ensure changes are embedded effectively.
• Oversee critical retail platforms such as Shopify POS and NetSuite ERP, along with other supporting systems, and keep improving how they perform.
• Work with the Retail Director on new store development, including operational layout planning and ensuring launch readiness.
• Support new store fit-outs and expansion activity; international expansion experience is considered an advantage.
• Set up and manage a preventative maintenance programme so boutiques stay operational, safe, visually polished, and compliant with health and safety rules.
• Improve omnichannel stock processes to protect inventory accuracy and support real-time visibility across store, online, click & collect, and reserve-in-store channels.
• Take ownership of operational spending, including wages, approvals, consumables, and maintenance-related costs.
• Lead, coach, and support the Retail Operations Manager while driving delivery standards and timely completion of projects.

About you

• You bring 7+ years of experience improving operations, driving process transformation, supporting retail expansion, and managing budgets.
• You have a diploma-level qualification or bachelor’s equivalent in a relevant discipline; postgraduate study such as an MBA or Graduate Certificate in Operational Excellence is valued.
• You have practical experience implementing and optimising enterprise systems, with exposure to migrations such as Cin7 to Shopify POS or to NetSuite highly desirable.
• You are a strategic and people-focused leader with strong emotional intelligence, financial judgement, and a customer-first mindset.
• You communicate clearly in writing and are confident engaging with a wide range of stakeholders.
• Experience in premium, luxury, or design-led retail environments would be an asset.

Values

The role is expected to align with the brand’s core principles:

• Make Waves — think creatively and challenge convention.
• Precision — work with care and attention to detail.
• Community — collaborate respectfully and build lasting relationships.
• Protect What Is Precious — act as an ambassador for ocean conservation and take responsibility for impact.

Benefits

• Salary package above market levels, plus product allowance and a 50% staff discount.
• Birthday leave.
• Work from home on Fridays.
• A complimentary Soldered bracelet.
• A newly created, high-impact position tied to key business growth.
• The chance to support a brand focused on sustainability and ocean conservation.
• Employment with an RJC-certified jewellery brand.

About the company

Founded in 2012 by Sarah Gittoes and Robert Sebastian Grynkofki, SARAH & SEBASTIAN creates contemporary fine jewellery inspired by natural forms and elevated design. The brand operates architecturally designed boutiques across Australia, offering immersive luxury services including Ear Alchemy Piercing, Soldered Permanent Jewellery, and fine jewellery consultations for engagement and wedding pieces.

With strong ties to the Australian landscape and ocean, the business supports local manufacturing, thoughtful production, and philanthropic efforts aimed at protecting natural beauty.

Additional information

Only candidates selected for further consideration will be contacted.