Regional Operations Manager

Metro Bank; Greater London; On-site; GBP 45,000 - 50,000; Full time

Job summary

A leading retail bank is seeking an experienced Area Manager to oversee multiple sites in Greater London. The role focuses on empowering store teams to deliver a superior customer experience, analyzing performance metrics, and implementing effective action plans. Candidates must have a proven track record in retail management, strong analytical skills, and the ability to manage budgets effectively. This position offers a competitive salary along with various employee benefits including training opportunities and a discretionary annual bonus.

Benefits

Training and development opportunities

Discretionary annual bonus scheme

Employee discount

Wellbeing initiatives

Company events

Qualifications

• Proven experience in a field-based management role, overseeing multiple sites.
• Experience in retail or service industry with operational excellence.
• Strong background in managing and developing retail teams.

Responsibilities

• Empower and coach store teams for customer experience improvements.
• Define action plans to enhance performance and engagement.
• Analyze sales and loss prevention KPIs and drive performance.
• Analyze KPIs and report risks and opportunities.

Skills

Field-based management

Retail experience

Budget management

Performance management

Analytical skills

Analytical skills

Hands-on approach

Full clean UK Driving Licence

Job description

Key Responsibilities

• Be a role model on store visits on the shop floor, empowering, coaching and energising the store teams to deliver the feel‑good customer experience programme exceeding 90%+ on the mystery shop results monthly.
• Continuous review of employee engagement in line with our engagement surveys, setting action plans, store reviews and checking on store visits to improve the area ENPS score.
• Pro‑actively define area action plans, in consultation with the Head of Retail, to continuously increase performance, optimise operations, retain and develop talent and maximise people engagement.
• Analyse weekly sales and loss prevention KPIs, reporting any risks and opportunities to the Head of Retail and wider business and set actions with Store Managers to drive performance in line with targets.
• Pro‑actively plan personnel costs on a monthly and annual basis to drive growth on store productivity in line with targets, coaching store managers on scheduling to reflect.
• Take ownership for implementing new initiatives within your area ensuring the support, direction and follow‑up is undertaken to embed initiatives to the Rituals standard.
• Ensure a robust PDP is in place for Store Managers and teams with tangible development actions detailed and reviewed quarterly to aid succession planning and ensure store performance is maximised.
• Attract, recruit and retain the best talent to your area and wider Rituals business.
• Carry out quarterly talent management reviews in conjunction with the HRBP to ensure a live succession plan is in place for the area.
• Take action on underperformance and non‑compliance in line with the Rituals code of conduct, disciplinary and capability procedures.
• Take ownership of new store openings within the area, ensuring pre and post planning and store sign‑off in terms of recruitment, training and store operations are in line with Rituals guidelines.
• Understand the training needs and support required to achieve store action plans, arranging the required resources to improve area/stores.
• Create a positive area culture by establishing clear ways of working with Store Managers and teams, whilst sharing best practice and two‑way feedback is the norm.
• Ensuring store team participation and completion in product, service, operational and leadership trainings is met in line with Rituals expectations.
• Work with the wider CHO and LHO teams in particular training, HR & retail operations to foster positive working relationships, give meaningful feedback and utilise expertise to drive area performance.
• Interact effectively with all stakeholders.

Qualifications

• Proven experience in a field‑based management role, overseeing multiple sites or business units.
• Experience within the retail, hospitality, or service industry, with a strong record of delivering operational excellence and commercial results.
• Demonstrated success in managing and developing retail teams, including performance management, training and succession planning.
• Experience in budget management, sales forecasting and P&L accountability.
• Strong background in implementing company standards, driving sales performance and ensuring outstanding customer experiences.
• Proven ability to analyse business performance metrics, identify trends and implement action plans to achieve strategic goals.
• Comfortable working in a fast‑paced, multi‑site environment with a hands‑on, results‑driven approach.
• Full clean UK Driving Licence.

Benefits

• Training and development opportunities.
• Discretionary annual bonus scheme.
• Rituals employee discount.
• Numerous wellbeing initiatives and Employee Assistance Programme (EAP).
• Company & team events.

Salary: £45,000 - £50,000 per annum

Working Hours: Permanent, Full Time, 40 hours per week (Mon - Fri)

Location: Based at Trinity Buoy Wharf, E14 0JWG4S