Senior Director Retail Operations

Job Description

Are you a seasoned retail leader with a passion for guest experience, innovation, and commercial performance Join Miral Experiences as Senior Director Retail Operations, where you'll oversee the operational performance, profitability, and guest satisfaction across all retail outlets at our world-class destinations.

In this pivotal leadership role, you'll report to the SVP of Operations and work closely with internal teams and brand partners to elevate the in-park shopping experience. You'll lead a team of 6 direct reports and oversee a retail operation spanning 230+ team members across multiple iconic assets.

Key Responsibilities:

• Develop and drive a comprehensive operational retail strategy aligned with Miral's business goals
• Set clear KPIs and direction to maximize performance across all retail units
• Identify opportunities for increased sell-through, UPT, and capture rates

• Define and monitor sales targets, per cap, and average transaction value
• Analyze sales and guest insights to drive product and promotional effectiveness
• Support product storytelling and in-store experience to drive conversion

• Oversee all day-to-day operations, ensuring consistency, quality, and compliance
• Optimize inventory, store layouts, and VM to improve performance and guest satisfaction
• Identify CAPEX opportunities to improve financial returns and operational output

• Build and nurture a high-performing, customer-centric retail operations team
• Create a culture of learning, performance, accountability, and recognition
• Lead training and upskilling initiatives for site retail leaders and team members

• Ensure exceptional retail service across all touchpoints
• Track and enhance NPS and GSS through continuous improvement
• Leverage innovation and technology to create immersive, memorable shopping experiences

• Partner cross-functionally with GMs/DGMs, Finance, VM, HR, and Product Strategy
• Work closely with IP owners and licensing partners to protect and promote brand standards
• Align operational execution with strategic product planning

• Manage annual budgets, forecasts, and profitability targets
• Implement cost-control strategies while ensuring guest satisfaction and operational quality
• Ensure financial compliance and accurate reporting

What We're Looking For:

• 1215+ years of progressive leadership in retail operations, ideally across multi-unit environments
• Experience in leisure, entertainment, or theme park retail is a strong advantage
• Proven experience working with premium and high-end IP brands
• Strong financial acumen and ability to make data-driven decisions
• Inspirational leadership style with a collaborative, guest-first mindset
• Excellent communication and stakeholder management skills
• Bachelor's degree required; MBA or advanced degree preferred

At Miral Experiences, we create unforgettable guest experiences and retail is a key part of that journey. If you're ready to lead at scale, inspire teams, and make a real impact, we'd love to hear from you.

Apply now and help us bring smiles through retail.