Senior Retail Operations

We're looking for a Senior Retail Operations Manager who can own our stores end-to-end — people, processes, product, and performance — while keeping the experience indulgent, tight, and unmistakably G.O.A.T.

This role is hands-on, multi-location, high-accountability. If you love being on-ground, fixing chaos, building systems, and raising standards daily — this one's for you.

Responsibilities:
Own day-to-day operations across all retail locations. Ensure SOPs are implemented, followed, and constantly upgraded — not just written and forgotten
Conduct regular quality checks across product, service, hygiene, and brand presentation
Maintain store aesthetics, cleanliness, hygiene, and maintenance at premium standards — always audit-ready
Lead hiring for all retail roles - crew, supervisors, store leads. Build onboarding, training, and refresher programs focused on product knowledge, service, and upselling
Manage staff rosters, attendance, productivity, and performance
Act as the product and process bridge between Head Office and stores. Own product consistency across locations — taste, texture, portioning, and presentation
Oversee inventory planning, stock movement, dispatches, and storage. Drive wastage control and manage machinery maintenance operations
Own POS hygiene — menu accuracy, pricing, reporting, and staff usage discipline
Own customer experience end-to-end — service flow, waiting time, complaint resolution
Generate and manage B2B leads (corporate orders, collaborations, bulk gifting, events)

Requirements:
2+ years of experience in retail operations, QSR, hospitality, food & beverage, or multi-store environments.
Strong understanding of SOPs, hygiene, audits, inventory, and people management.
Comfort with data, POS reports, wastage numbers, and operational metrics.
Calm under pressure, decisive, and solutions-first.
Detail-obsessed but brand-aware — you care about numbers and vibes.
Willingness to travel and work across all store locations regularly.
You'll need to bring your own device
We work 6 days a week
This is a hands-on, high-ownership role — not a spectator seat

If you believe great brands are built on the floor, not in slides, and you're ready to own retail like it's your own business — we'd love to meet you.

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