Operations Manager - South/ South West

OneRetail; United Kingdom; On-site; GBP 50,000 - 60,000; Full time

Job summary

OneRetail is seeking an Operations Manager to enhance customer experience through exceptional service and relationships with leading brands. The successful candidate will drive growth, lead the team, and uphold a culture of operational excellence. This role requires innovative leadership to maximize sales and ensure compliance across the region.

Qualifications

• Experience leading teams in a dynamic environment.
• Ability to drive operational excellence and customer-centric culture.
• Strong skills in strategic business planning and execution.

Responsibilities

• Lead and inspire General Managers across multiple contracts.
• Drive a culture of commercial excellence and customer experience.
• Ensure compliance with legal and regulatory standards.

Skills

Leadership

Coaching

Change Management

Problem Solving

Customer Centricity

Data Analytics

Financial Acumen

Job description

Operations Manager - South/ South West

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 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 overall talent strategy.
• Provide clear, candid feedback to your managers, helping them understand their performance and guiding improvement. Address performance conversations confidently, celebrate excellence, and use leadership skills and self-awareness to maximize your 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 standards for others to emulate.
• Embrace diversity and promote inclusivity, valuing team wellbeing. Demonstrate authenticity, empathy, and integrity, setting a positive example.
• 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 meet legal and regulatory compliance, including Working Time Directive and Right to Work.
• Commit to self-leadership and development, articulating career aspirations. Cover for the Operations Director role if required.
• Mentor peers with aspirations, dedicating time to nurturing others. Be recognized as a role model and inspirational leader.

Performance

• Drive a culture of commercial excellence, maximizing sales and adapting to seasonal and customer trends with energy and agility.
• Leverage the 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 to achieve daily compliance. Provide 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 workforce management and labour optimization efforts.
• Manage costs within budget, working with teams to maximize profit and productivity.
• Update leaders regularly on operational performance, identifying risks and proposing solutions. Hold meetings with senior leaders for alignment and collaboration.
• Ensure consistent performance across contracts, reducing variability and closing performance gaps through results-oriented leadership.
• Conduct store visits to ensure brand standards, sales, profit, customer experience, and people activities are in place and reviewed monthly.
• Analyze data to identify actions and communicate plans clearly. Mentor leaders to develop this skill and improve reporting practices.
• Prioritize and manage your time effectively, coaching your team to do the same, using principles like DILO, WILO, and MILO.
• Adapt easily to different formats and complexities with confidence.
• Advocate for new business growth, shaping operations and driving innovation.
• Deliver a world-leading business scorecard through compelling business plans, aligning contracts with regional strategies.
• Work cross-functionally with PP to ensure effective shrink mitigation and accountability for profitability impact.

Purpose

• Ensure Brand Standard Visits are routine, demonstrating rigour in availability, stock management, and processes. Foster a culture of continuous improvement and inspire change.
• Create a sales-driven culture focused on franchise partners, product knowledge, and sales growth strategies.
• Influence others to make decisions that benefit customers and profitability, promoting data-driven decision-making.
• Obsessed with customer experience, role-modeling a world-class journey. Inspire your team to deliver excellent service and manage queues effectively.
• Deliver store activity and brand standards with excellence through clear communication and upskilling.
• Support innovation by sharing ideas and collaborating on projects.
• Build strong relationships with landlords, demonstrating confidence and fostering trust.
• Lead regional visits for senior leadership, showcasing One Retail’s best and enhancing reputation.
• Cultivate community relationships, supporting charities and schools to boost brand reputation.
• Understand local markets deeply and tailor approaches to meet customer needs, influencing central strategies for product and service expansion.

Skills and Behaviours we expect

• Inspirational Leadership & Role Modelling
• Team Development, adapting style to needs
• Coaching & Mentoring
• Resilience & Calmness in crises
• Strategic Business Planning & Execution
• Change Management
• Problem Solving & Decision Making
• Financial Acumen & Budget Control
• Operational Excellence
• Customer Centricity & Service Passion
• Stakeholder & Partnership Management
• Data Analytics Skills
• Influence & Hosting Skills
• Innovation & Collaboration
• Effective Communication & Presentation
• Ownership & Achievement Orientation
• Role Model of Values & Behaviours
• Challenging Conversations & Trustworthiness
• Future Focus & Balance of Priorities