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 places people, customers, and profitability at the core of everything we do.
People
* Shape and influence the People Strategy to drive exceptional performance and embed a people-first culture across One Retail, using the “Teams” people Mission.
* Create cultural and behavioural standards for your region, role-model company values, and drive behavioural change and aspirational leadership.
* Inspire and lead General Managers and Unit Managers through coaching, challenging, and empowering them. Create 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 across all stores. Work closely with the People Partner to ensure the right tools are in place and contribute to shaping the One Retail talent strategy.
* Provide clear, candid feedback to your managers, helping them understand their performance and guiding improvement. 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 in your region. Ensure clarity and structure in personal development, and continuously look forward to enhancing future strategies and goals.
* Engage colleagues by creating a psychologically safe environment that fosters openness and idea-sharing. Your regional engagement plan should inspire and make a positive difference in colleagues’ lives. Your region should set standards and inspire other leaders.
* Embrace diversity and promote inclusivity, valuing the wellbeing of your team. Demonstrate authenticity, empathy, and integrity, setting a powerful example for others.
* Address people challenges with agility and resilience, coaching your team to collaborate with support functions and solve problems proactively. Provide feedback to the Operations Director and People Partner for continuous improvement, ensuring stores maintain legal and regulatory compliance, including Working Time Directive and Right to Work.
* Be committed to continual self-leadership and development. Articulate career aspirations and be prepared to cover for the Operations Director role if required. Mentor peers with aspirations, dedicating time to nurturing others. Be recognized as a role model and an inspirational leader across the business.
Performance
* Drive a culture of commercial excellence, leveraging every opportunity to maximize sales and adapt to seasonal and customer trends with energy and agility.
* Harness the full potential of Franchise Brands, driving passion for brand standards and customer experience. Own and shape future growth.
* Ensure safe and legal compliance is understood and delivered by your team, coaching and empowering them to engage with support functions to achieve compliance. Influence through continuous feedback to shape the future.
* Monitor operational targets and service level agreements with partners, ensuring they are met, and position One Retail as a trusted partner. Build relationships with competitors to identify risks and opportunities.
* Lead others to manage labor effectively, focusing on workforce management and labor optimization.
* Manage costs efficiently, ensuring expenditures stay within budget, and work with teams to shape annual budgets that maximize profit and productivity.
* Regularly update leaders on operational performance, identify risks with a solution-oriented mindset, and hold regular meetings with senior leaders for alignment and collaboration.
* Drive consistent performance across all contracts, reducing variability and focusing on closing performance gaps through action and results-oriented leadership.
* Conduct announced store visits to ensure brand standards, sales and profit plans, customer experience standards, and people activities are in place and reviewed monthly.
* Analyze data quickly and accurately to identify actions and communicate plans clearly. Mentor other leaders to develop this skill and contribute to shaping future reporting practices to support productivity.
* Prioritize and manage your own time effectively, coaching your team to do the same using DILO, WILO, and MILO principles to ensure efforts are productive and focused on adding value.
* Be agile in switching between formats and complexities with confidence.
* Advocate for new business growth, being seen as the expert Field Operator to shape operations and innovate.
* Deliver a world-leading business scorecard through compelling business plans to grow and accelerate. Ensure each contract knows and aligns their SMART business plan with the region, influencing overall strategy cross-functionally to maximize impact.
* Work cross-functionally with PP to ensure effective shrink mitigation strategies and that your team takes accountability for profitability impact.
Purpose
* Ensure Brand Standard Visits are a daily routine, emphasizing availability, stock management, and processes. Create a culture of continuous improvement, advancing processes, and inspiring change.
* Foster a sales-driven culture across your region, focusing on franchise partners, product and process knowledge, and accountability for sales growth through strategic initiatives.
* Be credible and impactful when influencing others to make decisions or changes for customer and profitability benefits. Promote data-driven decision-making.
* Obsessed with customer experience, role-modeling the importance of a world-class customer journey. Your team should emulate your passion through their interactions with people and customers. Set the standard and inspire others.
* Deliver store activity and brand standards with excellence through validation, clear communication, and upskilling store teams for high execution. Your stores should set the standard for others.
* Support innovation by sharing ideas, feedback, and collaborating on projects with central teams.
* Build and maintain strong relationships with landlords, demonstrating confidence and charisma, fostering pride and trust. Ensure excellent communication and rapport.
* Lead your region in hosting senior leadership visits, showcasing the best of One Retail and strengthening the company's reputation as a partner of choice.
* Cultivate relationships with local communities, supporting charities and schools to enhance brand awareness and reputation.
* Gain a deep understanding of your market, tailoring your approach to meet the needs of each customer. Influence central team strategies to expand product and service offerings for higher conversion rates.
Skills And Behaviours We Expect
* Inspirational Leader & Role Model
* Team Development, adaptable to strengths and needs
* Coach & Mentor
* Adaptability & Resilience, remaining calm in crises
* Business Planning & Strategic Thinking
* Change Implementation with agility
* Problem Solving & Decision Making
* Financial acumen and budget controls
* Operational Excellence
* Customer Centric Thinking and passion for service
* Stakeholder & Partnership Management
* Data Analytics
* Influencer & Investor Host
* Innovator & Collaborator
* Engaging Communicator & Presenter
* Achievement oriented, ownership of results
* Role model of company values and behaviours
* Capable of challenging conversations
* High integrity and trust
* Ability to challenge the status quo
* Future-focused, balancing priorities
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