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 prioritizes people, customers, and profitability.
People
* Shape and influence the People Strategy to drive performance and embed a people-first culture across One Retail, using the Teams People Mission.
* Create cultural and behavioral standards for your region, role-model company values, and drive behavioral change and aspirational leadership.
* Inspire and lead General Managers and Unit Managers through coaching, challenging, and empowering them. Foster 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. 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 to maximize impact.
* Utilize Business Review Meetings and personal development plans to ensure every team member understands their role. Ensure clarity and structure in personal development while continuously enhancing future strategies and goals.
* Create a psychologically safe environment that fosters openness and idea-sharing. Develop a regional engagement plan to inspire colleagues and set high standards for leadership.
* Embrace diversity and promote inclusivity, valuing team wellbeing. Demonstrate authenticity, empathy, and integrity as a role model.
* Address people challenges with agility and resilience, coaching your team to collaborate and solve problems proactively. Provide feedback to the Operations Director and People Partner for continuous improvement, ensuring stores comply with legal and regulatory standards including the Working Time Directive and Right to Work.
* Commit to self-leadership and development, articulating career aspirations. Cover for the Operations Director when required.
* Mentor peers with aspirations, dedicating time to nurturing others. Be recognized as an inspirational leader and role model.
Performance
* Drive a culture of commercial excellence, maximizing sales and adapting to seasonal and customer trends with agility.
* Harness the potential of Franchise Brands, fostering brand standards and customer experience. Own and shape future growth.
* Ensure safe and legal compliance, coaching teams to understand and deliver standards, engaging support functions to achieve compliance, and providing continuous feedback.
* Monitor operational targets and service level agreements, ensuring they are met. Build relationships with competitors to identify risks and opportunities.
* Lead workforce management efforts, managing labor efficiently and optimizing costs within budgets.
* Regularly update leadership on operational performance, identifying risks and solutions. Hold regular meetings with senior leaders for alignment.
* Ensure consistent performance across contracts, reducing variability and closing performance gaps through results-oriented leadership.
* Conduct regular store visits to ensure standards, sales, profit, and people activities are aligned with plans.
* Analyze data accurately to inform actions and communicate plans clearly. Mentor leaders to develop data analysis skills.
* Prioritize and manage your own time effectively, coaching your team to do the same using principles like DILO, WILO, and MILO.
* Adapt easily to different formats and complexities. Advocate for new business growth and influence operations to shape strategy.
* Deliver a compelling business scorecard through strategic planning, ensuring regional alignment with overall business goals.
* Collaborate cross-functionally to ensure shrink mitigation strategies are effective and that teams take accountability for profitability.
Purpose
* Ensure Brand Standard Visits are integral, emphasizing availability, stock management, and process improvement. Foster a culture of continuous improvement and innovation.
* Promote a sales-driven culture with a focus on franchise partners, product knowledge, and sales strategies.
* Influence others to make decisions that benefit customers and profitability, promoting data-driven decision-making.
* Prioritize customer experience, modeling a world-class journey and inspiring store teams to deliver excellent service.
* Ensure store activity and standards are delivered with excellence through effective communication, upskilling, and validation processes.
* Support innovation by sharing ideas and feedback with central teams.
* Build strong relationships with landlords, demonstrating confidence and fostering trust.
* Lead regional visits for senior leadership, showcasing best practices and enhancing reputation.
* Engage with local communities through charity and school initiatives to enhance brand reputation.
* Understand market needs and tailor approaches to attract and serve customers effectively, influencing central strategies for expansion.
Skills and Behaviours we expect
Inspirational Leadership & Role Modeling
Team Development & Adaptability
Coaching & Mentoring
Resilience & Calmness in Crisis
Strategic Business Planning
Change Management & Flexibility
Problem Solving & Decision Making
Financial Acumen & Budget Management
Operational Excellence
Customer Focus & Service Passion
Stakeholder & Partnership Management
Data Analytics Skills
Influencing & Hosting Skills
Innovative & Collaborative Mindset
Effective Communication & Presentation
Ownership & Achievement Orientation
Role Model of Values & Behaviors
Ability to Have Challenging Conversations
High Integrity & Trustworthiness
Challenge the Status Quo
Future-Oriented with Balanced Priorities
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