Operations Manager – Retail (Marks & Spencer Partnership)
Hours: Flexible – including evenings and weekends as required
Contract Type: Full-time
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 key leadership role is responsible for delivering operational excellence, driving performance, and ensuring the highest standards of customer service, compliance, and security across all locations. The Operations Manager 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). The role plays a crucial part in maintaining a safe, efficient, and customer‑focused environment across all stores.
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 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.
Benefits
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.
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