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Job Introduction
Operations Manager - Wales and Gloucester
Up to £50,000 per annum depending on experience
Role Purpose
At the heart of One Retail, our mission is to enhance every customer experience through exceptional service, offers, and partnerships with relevant and leading brands. As Operations Manager, you will drive the success of your region by leading your team to deliver organic growth and new opportunities across multiple contracts. Your leadership will shape the future of our business, delivering operational excellence and fostering a high-performing culture that places people, customers, and profitability at the core of everything we do.
People
* Shape and influence the People Strategy to drive exceptional performance and embed a people-first culture across One Retail, using the "Teams" people mission.
* Create cultural and behavioural standards for your region, role-model company values, and drive behavioural change and aspirational leadership.
* Inspire and lead General Managers and Unit Managers through coaching, challenging, and empowering them. Create an environment that encourages continuous development and showcases top talent.
* Own and deliver a robust talent strategy, collaborating with functional teams to nurture future leaders and ensure succession plans are in place across all stores. Work closely with the People Partner to ensure the right tools are in place and contribute to shaping the overall talent strategy.
* Provide clear, candid feedback to your managers, helping them understand their performance and guiding improvements. Address performance conversations confidently, celebrate excellence, and apply leadership principles and self-awareness to maximize your impact.
* Utilize Business Review Meetings and personal development plans to ensure every team member understands their role in your region. Ensure clarity and structure in personal development, while continuously looking forward to enhance future strategies and goals.
* Engage colleagues by creating a psychologically safe environment that fosters openness and idea-sharing. Your regional engagement plan should inspire and positively impact colleagues' lives. Your region sets standards and inspires other leaders.
* Embrace diversity and promote inclusivity, valuing your team's wellbeing. Demonstrate authenticity, empathy, and integrity, setting a powerful example.
* Handle people challenges with agility and resilience, coaching your team to collaborate with support functions and proactively solve problems. Provide feedback to the Operations Director and People Partner for continuous improvement, ensuring stores maintain legal and regulatory compliance, including Working Time Directive and Right to Work.
* Commit to continual self-leadership and development. Articulate career aspirations. Cover for the Operations Director role if required.
* Mentor peers with aspirations, dedicating time to nurturing others. Be recognized as a role model and an inspirational leader.
Performance
* Drive a culture of commercial excellence, maximizing sales and adapting to seasonal and customer trends with energy and agility.
* Harness the full potential of Franchise Brands, driving passion for brand standards and customer experience. Own and shape future growth.
* Ensure safe and legal compliance is understood and delivered by your team, coaching and empowering them to engage with support functions. Influence through continuous feedback to shape future practices.
* Monitor operational targets and service level agreements with partners, ensuring they are met, and position One Retail as a trusted partner. Build connections with competitors to identify risks and opportunities.
* Lead others in managing labour with a focus on workforce management and optimization.
* Manage costs efficiently, ensuring expenditures stay within budget, and work with teams to shape annual budgets that maximize profit and productivity.
* Update leaders regularly on operational performance, identify risks with a solution-oriented approach, and hold meetings with senior leaders for alignment.
* Drive consistent performance across contracts, reduce variability, and focus on closing performance gaps through results-oriented leadership.
* Conduct monthly store visits to ensure brand standards, sales, profit plans, customer experience, and people activities are in place and reviewed.
* Analyze data quickly and accurately to identify actions and communicate plans clearly. Mentor other leaders to develop this skill and contribute to future reporting practices.
* Prioritize and manage your own time effectively, coaching your team to do the same using DILO, WILO, and MILO principles to focus efforts on value-added activities.
* Adapt confidently to different formats and complexities.
* Advocate for new business growth, shaping operations and driving innovation.
* Deliver a world-leading business scorecard through compelling business plans, ensuring each contract aligns with regional strategies and overall corporate goals.
* Collaborate with support functions to ensure effective shrink mitigation strategies and accountability for profitability.
Purpose
* Ensure Brand Standard Visits are integral, emphasizing availability, stock management, and process adherence. Foster a culture of continuous improvement and process advancement.
* Promote a sales-driven culture with a focus on franchise partners, product knowledge, and sales growth strategies.
* Influence others to make decisions that benefit customers and profitability, promoting data-driven decision-making.
* Obsessed with delivering a world-class customer journey. Lead by example in store sales, queue management, and customer interactions.
* Ensure high standards in store activity and brand standards through validation, clear communication, and upskilling store teams.
* Support innovation by sharing ideas and feedback with central teams.
* Build strong relationships with landlords, demonstrating confidence and fostering trust.
* Lead regional hosting of senior leadership visits, showcasing One Retail's best and strengthening reputation.
* Engage with local communities, supporting charities and schools to enhance brand reputation.
* Understand local markets deeply and tailor strategies to meet customer needs, influencing central strategies to expand product and service offerings.
Skills and Behaviours we expect
* Inspirational Leadership & Role Model
* Team Development, adapting style to audience
* Coaching & Mentoring
* Adaptability & Resilience
* Business Planning & Strategic Thinking
* Change Management & Flexibility
* Problem Solving & Decision Making
* Financial Acumen & Budget Control
* Operational Excellence
* Customer-Centric Mindset
* Stakeholder & Partnership Management
* Data Analytics
* Influencing & Hosting Skills
* Innovation & Collaboration
* Effective Communication & Presentation
* Ownership & Results Orientation
* Role Model of Values & Behaviours
* Ability to have challenging conversations
* High Integrity & Trustworthiness
* Challenging the Status Quo
* Future Focus & Priority Management
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