SUMMARY
We are seeking a dynamic and results-driven Operations Manager to lead the retail operations and performance of an F&B brand across its store network. This role is accountable for delivering sales growth, profitability, and operational excellence at store level, ensuring all outlets consistently execute brand standards, drive productivity, and maximise commercial performance. You will act as the bridge between strategy and in-store execution, translating business plans into tangible results on the ground.
KEY AREAS OF RESPONSIBILITIES
Retail Performance & Store Productivity
- Drive like-for-like sales growth, conversion, ATV, and UPT across all outlets.
- Ensure each store delivers against sales targets, labour productivity, and profit KPIs.
- Monitor daily, weekly, and monthly performance and take immediate action to close gaps.
- Lead store teams to maximise peak hour trading, traffic conversion, and sales opportunities.
Store Operations Excellence
- Ensure consistent execution of store operations standards, SOPs, and service protocols.
- Conduct regular store visits, audits, and performance reviews to maintain operational discipline.
- Drive excellence in opening/closing routines, shift management, and floor control.
- Oversee new store openings, relocations, and refurbishments, ensuring operational readiness.
Inventory & Stock Management
- Ensure strong discipline in inventory control, stock accuracy, and replenishment.
- Minimise stock loss, wastage, and shrinkage through tight operational controls.
- Oversee stock movements between stores and warehouse to support trading performance.
- Conduct periodic stock takes and variance analysis.
Customer Experience & Service Standards
- Drive a strong sales and service culture on the shop floor.
- Ensure teams deliver a consistent, high-quality customer experience aligned with brand expectations.
- Address customer feedback and resolve issues quickly to protect brand reputation.
- Maintain high standards of store presentation, cleanliness, and hygiene.
People Leadership & Store Capability
- Lead, coach, and develop Store Managers and frontline teams to drive performance.
- Ensure strong execution of rosters, manpower planning, and floor coverage.
- Drive accountability in sales performance, discipline, and operational compliance.
- Build a high-performance retail culture focused on results and execution.
Compliance & Operational Control
- Ensure full compliance with operational policies, food safety standards, and regulatory requirements.
- Partner with internal teams on audit, risk, and loss prevention.
- Maintain strong governance across all stores, ensuring consistency and control.
Qualifications
- Minimum 8–10 years of retail operations experience, preferably within F&B or high-volume retail
- Strong track record in managing multi-store operations and driving sales performance
- Solid understanding of retail KPIs (conversion, ATV, UPT, productivity metrics)
- Proven ability to lead store teams and drive execution on the ground
- Strong commercial, analytical, and problem-solving skills
