Operating Officer - Retail

The Operating Officer – Retail is responsible for leading the strategic and operational performance of the Group’s retail and franchising ecosystem, ensuring sustainable growth, operational excellence, and franchisee success.

• Develop and implement the Retail Division’s strategy in alignment with the Group’s long-term growth and sustainability objectives.
• Oversee the performance of all retail business units, ensuring synergy across franchise management, finance, technology, and support services.
• Drive innovation in the retail and franchising model to strengthen competitiveness, profitability, and scalability.
• Represent the Retail Division at Executive level, contributing to Group strategic planning and governance.
• Support the Head of Operations to ensure effective franchisee relationships, strong business support, and consistent adherence to brand and operational standards.
• Give strategic oversight and support on business growth, ensuring efficient project delivery, cost control, and compliance with various regulations and standards.
• Ensure optimal regional management structures to support franchise performance and alignment with Group objectives.
• Oversee the Audiology Division, ensuring commercial growth, product and service innovation, and franchisee support in the audiology sector.
• Support market expansion and diversification within optometry and audiology verticals through data-driven and customer-focused initiatives.
• Oversee strategic IT operations including infrastructure, call centres, and software development projects to ensure seamless connectivity and system reliability across the retail network.
• Support the Head of IT to achieve digital transformation projects that enhance franchise performance, data visibility, and customer experience.
• Ensure strong cybersecurity, system integration, and effective technology governance.
• Support the Factory Manager in the strategic vision, and to deliver cost-effective, high-quality store fittings and renovations aligned with brand standards.
• Support scheduling, procurement, and project execution to meet timelines and maintain profitability.
• Partner with the Head of Finance (Retail) to manage divisional budgets, financial performance, and capital expenditure.
• Monitor profitability, cost-to-revenue ratios, and operational efficiency across all retail functions.
• Drive financial discipline, compliance, and strong governance across the division.

Requirements

• Grade 12
• Bachelor’s Degree in Business Management, Retail Management, Operations, or related field.
• 8 - 10+ years’ senior leadership experience within retail, franchising, or multi-unit operational environments.
• Proven track record in leading complex, multi-disciplinary teams across operations, IT, and finance.
• Strong understanding of franchise systems, retail operations, and project management.
• Experience in healthcare, medical or FMCG sectors will be a distinct advantage.