Retail Operations Manager

The Retail Operations Manager is responsible for the full creation, curation, and operational success of The Cooper’s luxury boutique experience — from pre-opening concept development to daily in-operation excellence. This role oversees product assortment, merchandising, inventory strategy, financial performance, and a Forbes-level guest engagement approach that reflects Charleston’s cultural artistry and The Cooper’s identity.

Duties & Responsibilities

• Lead boutique retail vision in partnership with Rooms leadership & BHC teams.
• Curate product assortment aligned with Charleston heritage, local artisans, luxury partnerships, and BHC brand values.
• Develop merchandising vision, visual identity, packaging, seasonal gifting strategy, and in-room retail integrations.
• Build a full SOP framework (inventory, POS, cash control, service scripts, gift personalization).
• Select a POS system and integrate it with PMS and accounting platforms.
• Deliver a boutique experience to Cooper standards — warm, anticipatory, storytelling-based engagement.
• Oversee daily operations, including opening/closing, merchandising standards, replenishment, and cash handling.
• Personalize gift and amenity experiences for VIPs, weddings, celebrations, and in-room surprise moments.
• Partner with the Guest Experience Director & Concierge to enable private shopping, post-stay shipping, and bespoke gift curation.
• Recruit, train, and lead boutique retail specialists with strong luxury hospitality and brand storytelling instincts.
• Create service etiquette guidelines for boutique engagements — tone of voice, knowledge depth, styling guidance.
• Conduct regular product education, brand knowledge sessions, and retail selling technique coaching.
• Develop a strategic buying plan, revenue targets, and inventory forecast by season and demand segment.
• Monitor margins, sell-through, stock turns, and implement a proactive allocation or markdown strategy.
• Manage vendor relationships, purchase orders, receiving processes, and compliance adherence.
• Collaborate on brand collaborations, exclusive capsules, hotel signature fragrance, etc.

Required Skills & Experience

• 3–5 years of experience in luxury retail, boutique operations, or high-end lifestyle/hotel retail.
• Pre-opening or ground-up brand launch experience strongly preferred.
• Deep knowledge of luxury retail standards, merchandising, and inventory discipline.
• Demonstrated passion for design, curation, brand storytelling, and emotional guest connection.
• Proven track record managing P&L, retail KPIs, and premium clientele engagement.
• Polished, gracious, warm Southern-authentic presence — aligned with The Cooper’s positioning.