Who We Are:
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.
JOB MISSION:
The Retail Operations Manager is a hands‑on operational leader based in Amsterdam, accountable for the consistent, compliant and efficient execution of day‑to‑day retail operations across the EMEA region.
The role acts as a regional operations expert and support function for the team and all stores, providing operational guidance, standards, tools and problem‑solving to enable strong field leadership and reliable store execution.
The focus of the role is retail operations execution and governance. By embedding operational standards, systems, audits and Health & Safety requirements, the role ensures clarity, consistency and compliance across the store network, enabling retail leadership and store teams to focus on people leadership and commercial performance.
MAJOR ACCOUNTABILITIES:
- Day‑to‑day operational support & execution: support the Retail Director, Regional/Area Managers and store teams in the consistent execution of daily store operations, including opening and closing routines, cash handling, inventory control, POS processes and operational checklists across all stores and countries.
- Operational standards, policies & routines: Own the implementation, maintenance and enforcement of regional and global operational standards. Translate policies and SOPs into clear, practical and repeatable store routines that support Area Managers in driving consistent execution across their areas.
- Systems adoption & operational enablement: Act as the regional operational expert for store and omnichannel systems. Drive correct usage, compliance and adoption across all stores through guidance, documentation, training and hands‑on support.
Provide structured operational feedback to IT and global teams based on input from Area Managers and stores. - Audit & operational compliance: Own the regional operational audit framework. Plan, execute and review audits, analyse findings and support Area Managers and stores in closing gaps through clear corrective action plans. Monitor progress to ensure sustained compliance.
- Health & Safety operations: Own operational Health & Safety execution across EMEA. Manage day‑to‑day H&S processes, coordinate audits, training and remediation actions. Act as the primary operational H&S support for the Regional Managers, Area Managers and stores.
- Operational performance monitoring: Track and analyse core operational KPIs such as stock accuracy, shrinkage, transaction accuracy and audit outcomes. Identify trends and root causes and work with Area Managers and stores to implement practical and scalable improvements.
- Structured support for retail leadership & stores: Act as a single point of operational expertise, providing clear guidance and support to the Retail Director, Area Managers and stores. Serve as an escalation point for complex operational topics and ensure consistent interpretation of standards across the region.
- Team Leadership: Lead and develop the Retail Operations and Health & Safety teams. Prioritise work based on operational risk, leadership needs and store impact, ensuring the team acts as an effective service and enablement function for the field.
- Cross‑functional & regional alignment: Work closely with IT, Facilities, Loss Prevention, HR and Finance to resolve operational issues impacting stores. Collaborate with other regions and global teams to ensure alignment to global standards while representing EMEA operational realities.
- Customer experience through operations: Ensure all operational decisions support store readiness, simplicity for store teams and a reliable, consistent customer experience.
REQUIREMENTS FOR SUCCESS:
- Experience: Significant hands‑on retail operations experience across a multi‑country store fleet, with a strong focus on daily execution and supporting field leadership roles
- Health & Safety: Proven responsibility for operational Health & Safety, including audits, remediation actions and management of external H&S providers. Formal H&S training or qualifications are a strong advantage.
- Operational & System expertise: Strong understanding of store operations including inventory management, cash procedures, POS operations, loss prevention and store logistics. High system literacy with confidence acting as an operational system expert and trainer.
- Leadership & influencing skills: Experience leading small operational teams. Strong influencing and service‑oriented approach, with the ability to support and guide retail leadership and stores without direct line authority.
- Analytical capability: Comfortable working with operational KPIs, audit data and reports to identify risks, prioritise actions and support decision‑making.
- Skills: Highly pragmatic, structured and execution‑focused, with a strong sense of ownership and clarity in a complex, international retail environment.
- Languages & mobility: Fluent English required; additional European languages advantageous. Willingness to travel regularly across EMEA (approximately 20–30%).
- Education: Degree or equivalent experience in Business, Retail Management, or relevant commercial qualification combined with strong retail operations experience.
Equal Opportunity Employer:
New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.
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