Manager Retail Operations (Australia and New Zealand)

Applications close
11 September 2020

Start date
6 October 2020

Sydney, Australia

Job Requirements

  • Full working rights in Australia
  • Ability to travel interstate on short notice
  • Ability to work from any of the Dresden Vision locations
  • Excellent quantitative and analytical skills
  • People management experience (preferably in retail or medical)
  • Supplier management experience and negotiation skills
  • A valid driver’s license

Who we are

Dresden Vision’s goal is to make glasses simple, affordable, fun, sustainable and environmentally conscious. We currently operate optometry practices and eyewear stores in Australia New Zealand and Canada and on our online platform. We are looking to expand our presence in Australia and we are looking for a candidate to lead our retail operations in Australia and New Zealand.

This role would be good for

  • Practice managers looking to step up to manage a larger team
  • Graduates who were accepted into a graduate role and have an additional 2+ years of experience in a large retail organisation or a multinational
  • Experienced candidates who gained people management experience while working in a non-retail related industry (in HR or operational roles)

Duties and Responsibilities


  • Be the ultimate escalation point for resolving customer enquiries
  • Ensure escalations are addressed and resolved in a timely manner
  • Ensure all online reviews, comments, chats and calls are responded to by the contact centre and relevant teams within SLAs
  • Where needed, directly respond to customers
  • Regularly spend time in customer facing roles (contact centre or retail stores)

People management

  • Recruit retail store staff, optometrists, contact centre staff, fulfilment and operations staff
  • Ensure rostering is done efficiently and in a timely manner
  • Liaise with HR and outsourced HR advisory teams to resolve HR issues
  • Evaluate KPIs and administer bonus scheme
  • Ensure all data is accurate and up to date for payroll
  • Ensure performance reviews are completed in a timely and accurate manner
  • Address behavioural issues in a timely manner, administer performance improvement plans and disciplinary actions as and when required.
  • Review employee expenses and approve individuals’ spending

Performance management

  • Review metrics from contact centre, store sales, optometry appointments, rostering and other internal systems
  • Use the metrics to analyse the performance of employees, stores, and campaigns
  • If required, propose changes to processes, hours, and structure

Store management

  • Ensure all stores adhere to the latest processes and procedures
  • Ensure stores hours, store address and other details are up to date in internal and external systems
  • Liaise with landlords and suppliers to resolve issues and undertake day-to-day operating activities
  • Assist in identifying and assessing new rental locations
  • Manage/coordinate moving into and out of stores and offices
  • Ensure cleanliness, punctuality, and adherence to procedure in all stores at all times

How to apply

To apply, please send an email to [email protected] (subject: "Retail Operations Manager (Australia and New Zealand)") with the following:

  1. Your CV
  2. Any online presence (LinkedIn profile, personal site etc.)
  3. <150 words on 'How do you practically communicate new processes to staff and how do you make sure they adhere to the processes?"