Job Overview
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.
As an Operations Manager, you will lead and support store teams, ensuring consistency in world class service delivery, strong stakeholder engagement, and achievement of key performance indicators (KPIs) and service level agreements (SLAs). You will play a crucial role in maintaining a safe, efficient, and customer-focused environment across all stores.
Mitie offers a comprehensive benefits package, including 20% M&S discount, Pension, Save As You Earn, Share Incentive Plans, MiDeals, Life Assurance, and Childcare Vouchers.
Main Duties & Responsibilities
1. Provide leadership and operational oversight across multiple retail stores.
2. Drive world class standards of customer service in line with Mitie and M&S values.
3. Manage and support store teams, ensuring performance, engagement, and development.
4. Monitor and improve operational performance against KPIs and SLAs.
5. Ensure full compliance with company policies, procedures, and regulatory requirements.
6. Oversee security operations, including loss prevention, incident management, and risk mitigation.
7. Build strong relationships with key stakeholders, including M&S leadership teams.
8. Conduct regular store visits, audits, and performance reviews.
9. Lead investigations into incidents, stock loss, and operational issues, implementing preventative measures.
10. Ensure effective resource planning, including staffing, scheduling, and contingency cover.
11. 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
12. Ensure full compliance with all Mitie and Group Health & Safety policies.
13. Promote a strong safety culture across all stores.
14. Identify, assess, and mitigate risks within the operational environment.
15. Ensure all incidents, hazards, and near misses are reported and investigated.
16. 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 you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .