Lead Operations (Retail) - Soho Home Melrose

The Role…

We are seeking a sophisticated and detail-driven Operations Lead to oversee the operational excellence of our Soho Home Studio. In a luxury furniture retail environment where presentation, precision, and client experience are paramount, this role is responsible for ensuring that all operational functions run seamlessly behind the scenes to support an elevated, design-led customer journey.

You will take ownership of inventory strategy, stockroom standards, and operational systems, ensuring the studio reflects the highest level of organization and care. As a key leader within the space, you will partner closely with the sales team to ensure product availability, maintain impeccable display standards, and deliver a seamless flow of goods from warehouse to floor.

Main Duties…

Operational Leadership & Studio Excellence

• Champion operational excellence across the studio, ensuring all processes reflect the standards of a luxury retail environment.
• Develop and refine systems that support efficiency, accuracy, and a seamless client and team experience.
• Act as the operational lead, bridging communication between the studio, the UK and warehouse partners
• Oversee the shop floor, while maintaining a strong focus on Daily Sales Targets.
• Proactively identify opportunities to enhance workflows, improve inventory visibility, and elevate overall performance.
• Oversee all inventory across furniture, décor, and textiles, ensuring accuracy, availability, and proper allocation between display and selling stock.
• Lead and execute monthly stocktakes with a high level of precision, resolving discrepancies with urgency and accountability.
• Manage replenishment planning, aligning stock levels with sales trends and client demand.
• Ensure all inbound shipments are received, quality-checked, and seamlessly integrated into the stockroom and sales floor.
• Partner with the sales and visual teams to maintain impeccable presentation standards across all studio displays.
• Oversee ex-display lifecycle management, including tracking, seasonal transitions, and returns to warehouse.
• Ensure alignment of studio displays with global directives, maintaining consistency across UK/US standards.
• Maintain clear visibility of out-of-stock display items and drive timely resolution to protect the client experience.
• Own and maintain all operational reporting tools and documents, ensuring they are consistently accurate and actionable, including:
• Ex-display inventory and returns tracking
• Warehouse (LA/NJ) coordination for display pieces
• Backstock and sellable inventory management
• Studio display out-of-stock reporting
• Customer wishlist tracking to support sales follow-up
• Utilize reporting to inform decision-making and improve operational performance.
• Oversee the swatch program, ensuring timely ordering, organization, and delivery to clients and designers.
• Support the sales team with accurate inventory information and efficient stock access to enhance service levels.
• Set and maintain stockroom organization, ensuring a clean, efficient, and highly functional back-of-house environment.
• Implement systems that enable ease of access, clarity, and speed for the team.
• Uphold a standard of care and attention that reflects the quality of the Soho Home brand.
• Lead, train, and develop team members on operational standards and expectations.
• Create monthly trainings to ensure the studio team understands the full scope of operations.
• Foster a culture of accountability, precision, and pride in execution.
• Serve as a role model in professionalism, organization, and cross-functional collaboration.
• Perform all other duties as assigned by Manager/Supervisor

Requirements...

• Have a proven 3 years' experience in a similar role within a luxury retail store.
• Be able to deliver a high level of customer service. 
• Communicate honestly, openly, and constructively. 
• Have a creative flair and be able to talk about colors, styles, and trends in interiors with confidence. 
• Demonstrate flexibility and innovation in recognizing and reacting to the changing retail environment. 
• Be a strong team member. 
• Experience in furniture and lighting is an advantage. 
• Proficient in Google Docs, Excel, and Microsoft Office.