Sales & Operations Lead

Location West MallingKentUK
Type Other
Seniority Manager
Posted Mar 16, 2026
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Watchfinder is hiring a Sales & Operations Lead in West Malling — lead retail sales, inventory and operations for pre-owned luxury watches.

Overview

Watchfinder is a specialist retailer of pre-owned luxury watches, recognised for rigorous authentication, refurbishment and customer service. The business operates within the luxury watch ecosystem and is part of a major luxury goods group, offering a commercial environment that combines retail expertise with technical watchmaking capabilities.

Role & Responsibilities

  • Lead and motivate the sales team to achieve and exceed retail revenue, margin and KPI targets across showroom and digital channels.
  • Own day-to-day operational delivery: inventory control, stock acquisition and disposition, authentication and refurbishment workflows, and logistics coordination.
  • Implement and refine sales processes, clienteling practices and CRM utilisation to maximise lifetime value and conversion rates.
  • Manage relationships with internal teams (e-commerce, service/watchmakers, merchandising) and external partners (carriers, third-party servicers) to ensure seamless end-to-end customer journeys.
  • Recruit, develop and coach staff; design training programmes focused on product knowledge, selling skills and compliance with luxury standards.
  • Prepare regular commercial and operational reporting; analyse sales performance, stock turns and operational bottlenecks and propose corrective actions.
  • Ensure quality assurance and regulatory compliance across authentication, servicing and returns processes, preserving brand reputation.

Qualifications

  • Proven track record of leading retail sales and operations teams in the luxury or premium retail sector.
  • Demonstrable knowledge of pre-owned watch market dynamics, authentication practices and refurbishment processes (preferred).
  • Strong commercial acumen with experience managing P&L metrics, inventory KPIs and sales forecasting.
  • Excellent leadership, coaching and stakeholder management skills with a customer-centric orientation.
  • High standards of integrity and attention to detail, particularly regarding product authenticity and quality control.

Skills

Retail sales leadership Inventory management and stock control Clienteling and CRM-driven sales (CRM experience preferred) Operational process design and continuous improvement Commercial analysis and KPI reporting Team recruitment, training and performance management Logistics coordination and quality assurance Knowledge of watch authentication and refurbishment workflows

Experience

Typically 5+ years of progressive responsibility in luxury retail or related operations, with prior experience leading teams and managing commercial and operational functions. Direct experience within watches, jewellery or high-value resale is strongly preferred.

Education

Bachelor’s degree in Business, Retail Management or a related discipline, or equivalent practical experience in luxury retail operations.

Culture

The employer prioritises technical excellence, trust and customer service, blending retail hospitality with rigorous watchmaking standards. The workplace favours collaborative problem-solving, continual skills development and a commitment to authenticity and provenance.