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EMEA Direct Retail Operations Manager


Netherlands - Country Remote

About us

Dyson is on a journey to optimize its retail distribution and deliver a premium & consistent retail experience to every shopper throughout the full circle of the purchase journey. Our role is to excite customers and bring them to our retail spaces, after which we can showcase the Dyson technology in a retail setting that delights and encourages them to get hands-on with our products. In EMEA, we have more than 100 Direct doors that continue to grow. Operational efficiency and excellence are paramount to supporting growth for our customers, staff experience, and our long-term profitability. 

About the role

As a key member of the EMEA Direct Retail Hub, the Direct Retail Manager will be responsible to create, define and optimize the perfect cooperation between the markets and Dyson Group. The missions will range from leading a perfectly executed retail operations platform, optimizing operating processes, to continuous information and feedback gathering combined with analytics to suggest improvements in order to drive efficiency and sustainable growth.

The successful candidate will be required influence & enhance long term roadmaps defined by global teams to improve instore processes & procedures but also on the intermediate dive into daily trading details alongside the markets and global teams (EMEA Markets/Ops/LP/H&S/Performance) to support strategic necessities for our Demo spaces. Initially, the role will focus on our Direct retail estate (Flagships, Boutiques, Outlets, and Mall Demo Zones & Concessions) with possible light contact topics for indirect trading channels.

The main objective of the role is to set the operational standards for the direct retail portfolio and ensure markets understand and adhere to them. The operations Manager is expected to influence and enhance all direct business platforms and programs, including services roadmap, communication direct to Markets, reducing instore complexity and controlling instore profitability. The Operations Manager will work cross-functionally, continuously gathering feedback and data to help long-term process and performance. This role is critical to making our direct stores safe, efficient, and compliant.

The role of EMEA Retail Operations Manager will sit within our regional Retail function, and will work closely with our EMEA markets and Global team, and cross functional stakeholders including IT, Security, Procurement, Logistics and H&S. You will report to the Director of Dyson Demo for EMEA, with a dotted line into the Senior Manager of Global Retail Operations.  

Roles and Responsibilities:

  • Drive operations excellence and direct retail financial performance across the EMEA markets.

  • Define and coordinate market monthly business reviews with the EMEA Finance Partner and optimize reporting formats to monitor closely store performance: Retail and experience KPIs, Store P&L. 

  • Drive efficiencies in operational cost and support sales planning by analyzing monthly trading packs and reviewing with markets on delivery, inclusive of call to actions.

  • Coordinate testing and implementation of New Direct Retail models on relevant markets.

  • Implement new services projects compliantly that optimise the shopper experience, engagement and conversion: Payment method, delivery and pick up options, aftersales support… 

  • Orchestrate with stakeholders to build an overview of all in-store supports to markets and support the markets with the rollout of new store processes and tools.

  • Alongside the global ops team: create, define and refine operational processes for the markets; build and streamline the library of guidelines, programs and available SOPs for each market.

  • Promote a process driven and efficiency culture aiming to make all stores performant and compliant with our retail standards.

  • Ensure operational compliance, on focus areas include risk management, physical security, cash controls & banking, H&S, inventory management, audit readiness, IT infrastructure, collection of retail metrics.

  • Implement operational best practice into markets, ensuring market applicability and relevance at the same time champion the voices of the markets.

  • Enable Retail Operations Manual understanding and implementation in the markets, executing operating standards making sure Demo Store Leaders are clear on expectations and retail procedures. 

  • Conducting internal audits, business continuity plans and H&S risk assessments.

  • Ensure that the Retail systems and tools are performant and adapted to the markets through joint approach with Group Operations.

  • Work on systems to monitor and track the highest of retail standards in the Dyson stores.

  • Continuously gather feedback and data to plan adapted operations with the markets and support long term improvements through comprehensive recommendation to management.

  • Be the first line of support: this includes training of store teams on operational procedures, compliance mechanisms and the roll out of new store services but also assistance on store hardware, H&S and other business critical functions.

Skills, Knowledge & Experience:

  • + 7 years store operations or store management experience in for a similarly dynamic, international and complex organization.

  • Demonstrable experience implementing large scale change / transformational projects.

  • Strong understanding of retail systems & payment processes.

  • Comprehensive understanding of premium retail experience and evolving shopper expectations.

  • Project Management background.

  • Experience communicating across boundaries and working in a matrix organization.

  • Excellent communicator with solid written and verbal presentation skills.

  • Have an in-depth knowledge of the state of premium retail, as well as highest standards of client experience, to support business decisions and develop a strong Retail culture within the region.

  • Have a proven track record of building and managing high performing processes.

  • Fluent in English.

Working at the forefront of technology is tough so standards and expectations are high. You’ll be contributing to live projects from the start so you’ll need to be curious, hungry to learn and ready to get stuck in. But it’s not just about technical/retail expertise. You’ll need to:

  • Be passionate about retail; champion the shopper mindset.

  • Comfortable working in ambiguity, taking the initiative and being proactive.

  • Highly collaborative; a strong listener with an ability to listen to many different inputs and translate them into appropriate solutions.

  • Able to breakdown complex, technical subject matter into digestible, bite-size chunks for non-experts.

  • Curious, with a passion for problem solving. Not afraid to challenge convention, questioning previously accepted ways of working.

  • Detailed and diligent; an analytical mindset that leaves no stone unturned. Logical with a pragmatic approach.

  • Rely on the ability to focus on the detail as well as the broader strategic approach for the Direct business.

  • Highly flexible dynamic personality with the ability to interact with both operational experts and senior stakeholders.


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.