Head of Retail Services

Role Overview

The Head of Retail Services is responsible for the performance and operating effectiveness of our mobile phone repair service branch network. The role directly manages Branch Managers and the HQ Branch Operations Lead, with responsibility for improving business performance, strengthening capabilities, establishing clear accountability, and building consistent and scalable branch operations.

This is a hands-on leadership role requiring someone who can understand the business at both management and transaction level, identify performance gaps, and develop the people and operating discipline required to improve them.

Key Responsibilities:

Branch Performance & Operations

• Own branch operational KPIs, including revenue and profitability, inventory accuracy and loss, repair capability and quality, and partner SLAs.

• Establish a consistent management cadence to review performance, identify issues, assign actions, and ensure follow-through.

• Maintain strong operational standards while preparing the branch network to scale.

People Leadership & Organization

• Directly manage, coach, and develop Branch Managers and the HQ Branch Operations Lead.
• Clarify work scope, authority, responsibilities, decision rights, and performance expectations across branch roles.
• Determine headcount requirements and provide HR with recruitment forecasts and clear role requirements.
• Make hiring and termination decisions within approved headcount and company policies.

Training & Capability Development

• Own the operational knowledge and capability requirements for all branch roles.

• Guide trainers on training content, standards, assessments, and development requirements.

• Continuously strengthen customer service, repair capability, operational judgment, and management capability.

Operational Control & Problem-Solving

• Develop the HQ Branch Operations Lead as the primary transaction-level escalation point for unusual customer cases, policy interpretation, and operational exceptions.
• Build Branch Managers and the Operations Lead to independently solve day-to-day operational problems.
• Personally lead significant escalations, VIP customer cases, and issues indicating broader or systematic operational failures.

Process Improvement & Transformation

• Work with senior management to identify operational improvement priorities and requirements for new processes and systems.
• Partner with the Business Transformation team on solution design and system implementation.
• Lead the branch organization through operational change, including rollout, training, adoption, and reinforcement.
• Own ongoing compliance and performance monitoring to ensure new processes become embedded into normal operations.

What we are looking for:

• 12-15 years of professional experience, including significant leadership experience in multi-site retail or service operations.
• Strong customer-facing retail experience and understanding of service operations.
• Proven experience managing managers and developing frontline leadership capability.
• Experience improving underperforming locations, teams, and operating processes.
• Comfortable working in service environments requiring judgment around complex customer and employee situations.
• Experience with electronics, repair/service operations, telecom, consumer technology, or similar technical products is advantageous.
• Able to operate at both a strategic and hands-on level: understanding broader business and system requirements while actively coaching and developing less-experienced managers.