Overview
Job Title: Operations Manager – Retail (Marks & Spencer Partnership) • Location: South coast (Chichester to Bournemouth) and Devon & Cornwall • Salary: £46,966.50 • Hours: Flexible – including evenings and weekends as required • Contract Type: Full-time
Fantastic opportunity to join the Mitie and Marks & Spencer family. We are seeking a dynamic and results-driven Operations Manager to oversee retail operations across multiple Marks & Spencer stores. This is a key leadership role responsible for delivering operational excellence, driving performance, and ensuring the highest standards of customer service, compliance, and security across all locations. You will lead store teams, ensure consistency in world-class service delivery, stakeholder engagement, and achievement of KPIs and SLAs, while maintaining a safe, efficient, and customer-focused environment across all stores.
Mitie offers a comprehensive benefits package, including a 20% M&S discount, Pension, Save As You Earn, Share Incentive Plans, MiDeals, Life Assurance, and Childcare Vouchers.
Main Duties & Responsibilities
* Provide leadership and operational oversight across multiple retail stores.
* Drive world-class standards of customer service in line with Mitie and M&S values.
* Manage and support store teams, ensuring performance, engagement, and development.
* Monitor and improve operational performance against KPIs and SLAs.
* Ensure full compliance with company policies, procedures, and regulatory requirements.
* Oversee security operations, including loss prevention, incident management, and risk mitigation.
* Build strong relationships with key stakeholders, including M&S leadership teams.
* Conduct regular store visits, audits, and performance reviews.
* Lead investigations into incidents, stock loss, and operational issues, implementing preventative measures.
* Ensure effective resource planning, including staffing, scheduling, and contingency cover.
* Promote a positive culture focused on safety, accountability, and continuous improvement.
Person Specification
* Proven experience in an Operations Manager or similar leadership role within retail or security.
* Strong leadership and team management skills.
* Excellent communication and stakeholder management abilities.
* Results-driven with a strong focus on performance and continuous improvement.
* Highly organised with strong attention to detail.
* Ability to work under pressure and manage multiple priorities.
* Commercial awareness and understanding of retail operations.
* Full UK driving licence and willingness to travel between sites.
Health & Safety Responsibilities
* Ensure full compliance with all Mitie and Group Health & Safety policies.
* Promote a strong safety culture across all stores.
* Identify, assess, and mitigate risks within the operational environment.
* Ensure all incidents, hazards, and near misses are reported and investigated.
* Support training and development to ensure teams operate safely and effectively.
Why Join Us?
This is an exciting opportunity to take on a high-impact leadership role within a prestigious retail partnership. If you are a motivated and experienced Operations Manager looking to drive performance, lead teams, and make a real difference — we’d love to hear from you.
Join the Mitie and Marks & Spencer partnership today! Our market-leading offering provides benefits to suit your lifestyle, including virtual GP services, Salary Finance, flexible lifestyle benefits platform Choices, and MiDeals discounts. There are options to purchase extra holiday, critical illness insurance, dental treatment, technology products, and more. We offer life cover, enhanced pension contributions, save-as-you-earn, and a Mitie Matching Share Plan. We also run Mitie Stars recognition with monthly cash prizes and a £10,000 annual top prize. We are committed to inclusive recruitment and will provide reasonable adjustments upon request during the process.
Since 1987, Mitie’s 80,000 employees have been serving clients globally. We are the UK’s leading facilities management and professional services company. If you would like to share your experience about life at Mitie, we welcome your input.
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