Operations Manager - South of England
up to £60,000 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 the best 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. Confidently address performance conversations, celebrate excellence, and apply leadership and self-awareness to maximize your impact on others.
* 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, while continuously looking forward to enhance 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 positively impact colleagues' lives. Your region sets standards and inspires 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.
* Commit to continual self-leadership and development. Articulate career aspirations. Cover for the Operations Director 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, maximizing sales and adapting to seasonal and customer trends with energy and agility.
* Leverage the full potential of Franchise Brands, driving passion for brand standards and customer experience. Own and shape future growth.
* Ensure safe and legal compliance, coaching and empowering your team to engage with support functions for daily compliance. Provide continuous feedback to shape the future.
* Monitor operational targets and service level agreements with partners, ensuring they are met. Build connections with competitors to identify risks and opportunities.
* Lead others in managing labour with a focus on workforce management and labour 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.
* Drive consistent performance across all contracts, reducing variability and closing performance gaps through action and results-oriented leadership.
* Conduct announced store visits to ensure brand standards, sales, 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 leaders to develop this skill and contribute to shaping 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, ensuring efforts are productive and focused on adding value.
* Be agile in switching between formats and complexity 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 a compelling business plan to grow and accelerate. Ensure each contract knows and aligns with the SMART business plan, working 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 core part of operations, demonstrating rigour in 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 driving sales growth through strategic initiatives.
* Influence others to make decisions that benefit customers and profitability. Promote data-driven decision-making within your team.
* Be obsessed with customer experience, modeling the importance of delivering a world-class journey. Inspire your team to deliver high standards in store interactions and service.
* Ensure store activity and brand standards are delivered with excellence through validation, clear communication, and upskilling store teams.
* Support innovation by sharing ideas and feedback with central teams and collaborating on projects.
* Build strong relationships with landlords, demonstrating confidence and fostering trust. Maintain excellent communication and rapport.
* Lead your region in hosting senior leadership visits, showcasing One Retail's best and strengthening the company's reputation.
* Cultivate relationships with local communities, supporting charities and schools to enhance brand awareness and reputation.
* Understand local markets deeply and tailor approaches to meet customer needs, shaping central strategies to expand product and service ranges to attract and convert more customers.
Skills and Behaviours we expect
Inspirational Leader & Role Model
Team Development and ability to adapt style to strengths, needs, and experience of the audience
Coach & Mentor
Adaptability & Resilience, remaining calm in a crisis
Business Planning
Strategic Thinking and Execution
Change Implementation with an agile and flexible approach
Problem Solving & Decision Making
Commercial Performance, financial acumen, and budget controls
Operational Excellence
Customer Centric Thinking, passionate about the business and customer service
Stakeholder & Partnership Management
Data Analytics
Influencer & Investor Host
Innovator & Collaborator
Engaging Communicator & Presenter with high personal impact
Achievement-oriented, takes ownership for results
Role model of Compass values and behaviours at all times
Capable of having challenging conversations at all levels
High integrity and trust
Able to challenge the status quo
Future-focused, balancing short, medium, and long-term priorities
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