Central Operations Director – Hospitality/Retail
Ensure you read the information regarding this opportunity thoroughly before making an application.
We are seeking an experienced central operations leader who is passionate about people, delivering outstanding service to guests and colleagues, driving change, and achieving performance through high standards.
This role is accountable for internal communication, labour productivity, guest services, delivery operations, and operational project support. You will challenge and govern labour productivity, scheduling, compliance, and rota management across our estate.
You will optimise performance through accurate sales forecasting, compliance scheduling, and cost management, ensuring our targets are consistently met.
What You’ll Do
Effectively support our outlets through accurate planning, forecasting, and resource management
Oversee internal communications, ensuring consistency and alignment with strategic goals
Identify and implement process improvements to reduce costs, meet SLAs, and enhance workforce flexibility
Manage and report work in progress (WIP) to senior leadership, providing accurate forecasts for each period
Drive operational excellence and continuous improvement across teams
Regularly review guest issue resolution processes to ensure timely and high-quality handling
Champion the guest perspective, identifying opportunities to improve their experience
What You’ll Need
Minimum of 4 - 5 years’ Director level experience in central Operations within a large hospitality / food or retail brand - or similar
Proven track record of leading a culture of continuous improvement
Experience influencing guest service strategy at a senior level
Strong understanding of guest needs and a commitment to putting the guest first
Comfortable driving change and managing projects in a dynamic environment
Demonstrated success in improving guest satisfaction and reducing costs in line with business KPIs
Expertise in guest complaints management
Experience in resource management and labour productivity, including use of workforce management systems (ideally Fourth)
Who You’ll Be Working With
Executive Director – Operations
People & Culture Director
Director of Change
Marketing Director
PandoLogic. Keywords: Operations Director, Location: London, ENG - SE25 5PY