Retail Operations Excellence Manager

What you’ll be doing

As Retail Operations Excellence Manager, you own the operational excellence agenda across a portfolio of priority retail partners in your country. Your core mission is to improve Perfect Order Fulfillment Ratio (POFR) by reducing UFI, PRE-INF, cancellations, and other store-level reliability issues. You diagnose and define net-new improvement workstreams where none exist, lead cross-functional projects end-to-end with minimal guidance, and turn root-cause insights into scaled operational programs.

Day-to-day in this role you’ll

Performance Management

• Track and analyze POFR and its key operational drivers, especially UFI, Merchant Cancellations, PRE-INF, Substitution %, and store-level reliability signals.
• Define the  improvement roadmap across priority merchants, prioritising where the biggest POFR gains sit, and identify the root causes behind weak operational performance.
• Lead recurring operational reviews with priority merchants and follow up on agreed actions until improvement is sustained.

In-Store Operations

• Conduct regular store visits, picker coaching, and staff training using the global store visit and operational excellence materials.
• Build and maintain strong working relationships with store managers, regional managers, and merchant operational counterparts.

Operational Improvement Projects

• Own end-to-end delivery of cross-functional operational workstreams — substitution guidance, picker workflows, inventory and data-quality improvements,.
• Run pilots with merchants, capture learnings, and share clear recommendations to improve picking efficiency, substitution behavior, inventory accuracy, and item data quality.

Cross-Functional Collaboration

• Represent retail operations in product and analytics discussions such as metric definitions, substitution flows, and availability logic, and influence roadmap priorities on behalf of the cluster.
• Work closely with Cluster Heads, Regional Retail Ops, Product, Support;
• Partner with Account Managers to secure merchant commitment, align on priorities, and support operational improvements.

Our humble expectations

• Proven track record in driving commercial growth and optimizing performance within retail or partner management environments;
• Solid negotiation skills with experience re-negotiating commercial terms to build sustainable, mutually beneficial partnerships;
• Experience collaborating cross-functionally with Sales, Operations, and Merchant Services teams to align objectives and streamline processes;
• Results-oriented, proactive, and adaptable to a fast-paced, evolving business environment;
• Passionate about using insights and data to deliver measurable business impact and long-term partner value;
• Excellent communication skills, fluency in Romanian and  English is a must;

What we offer

• A fast-growing tech company with lots of career opportunities, both locally and internationally;
• Medical subscription – Regina Maria;
• Meal tickets;
• Monthly budget for sports activities;
• Employee Assistance Programme - therapy and wellbeing;
• Employee discount on all Wolt orders.

Next steps

If you're ready to learn, contribute, and grow within a collaborative environment, we’d love to hear from you!