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Head of Retail Operations Manager

2 months ago

London, Greater London, United Kingdom Qima Coffee Full time
About Qima Coffee

We are a leading coffee company with a diverse portfolio of retail brands that define excellence in the coffee industry. Our cafe brands, Qima Cafe and The Gentlemen Baristas Cafe, stand as beacons of quality, innovation, and hospitality. With a concept cafe established for each brand, we are poised to implement an ambitious rollout plan to expand our retail footprint based on the success and learnings from these concept stores.

Job Purpose

The Head of Retail Operations will be responsible for the strategic and operational leadership of our retail cafe brands, Qima Cafe and Gentlemen Baristas Cafe. This role is pivotal in ensuring the overall success of these brands by overseeing daily operations, managing teams, enhancing guest experiences, driving sales activities, and ensuring profitability. The successful candidate will lead the rollout plan for both brands, using the established concept stores as a foundation for expansion.

Main Responsibilities
  • Strategic Leadership:
    • Develop and execute a comprehensive retail operations strategy aligned with the company's growth objectives.
    • Lead the rollout plan for expanding both brands, ensuring seamless transitions from concept to full-scale operations.
    • Collaborate with senior management to set business goals, KPIs, and long-term objectives for the retail division.
  • Operational Excellence:
    • Ensure all cafes operate at the highest standards of quality, cleanliness, and efficiency.
    • Implement best practices in inventory management, supply chain logistics, and cost control to maximize profitability.
    • Standardize operational procedures across all locations, ensuring consistency in service and product delivery.
    • Work closely with the Coffee Quality and Experience Manager to develop an appropriate product offering for each brand.
  • Team Development and Leadership:
    • Recruit, train, and develop a high-performing team, including cafe managers and baristas, to support the brand's growth.
    • Foster a culture of continuous improvement, where staff are encouraged to develop their skills and contribute to the brand's success.
    • Implement performance management systems to monitor staff performance and address any issues proactively.
  • Guest Experience Management:
    • Ensure a guest-centric approach across all cafes, focusing on delivering exceptional service and a memorable experience.
    • Develop and implement customer feedback systems to gather insights and drive continuous improvement.
    • Create initiatives to enhance customer loyalty and engagement, such as loyalty programs or special events.
  • Financial Performance and Accountability:
    • Oversee financial performance across all locations, managing budgets, forecasting, and reporting to ensure targets are met.
    • Analyze financial data to identify trends, opportunities, and areas for improvement.
    • Implement effective cost management strategies to optimize profitability while maintaining quality standards.
  • Brand and Marketing Alignment:
    • Work closely with the marketing team to ensure that all cafes align with the brand's identity and marketing initiatives.
    • Support the development and execution of marketing campaigns, promotions, and product launches.
    • Ensure all marketing and promotional activities are executed consistently across all locations.
  • Compliance and Risk Management:
    • Ensure all cafes comply with health and safety regulations, licensing requirements, and company policies.
    • Implement risk management strategies to mitigate potential operational risks.
    • Regularly review and update operational policies to reflect changes in regulations or industry standards.
  • Expansion and Project Management:
    • Lead the planning and execution of new cafe openings, ensuring each site meets brand standards and operational requirements.
    • Manage relationships with suppliers, contractors, and other stakeholders involved in the expansion process.
    • Utilize project management best practices to ensure that expansion projects are delivered on time and within budget.
    Requirements
    • Proven experience in a senior retail operations role within the hospitality industry, with a focus on cafes or coffee shops.
    • Strong leadership and team development skills, with a track record of managing multi-site operations.
    • Excellent financial acumen, with experience in managing P&L, budgeting, and forecasting.
    • Deep understanding of guest experience management and the ability to translate this into operational excellence.
    • Strong project management skills, with experience in leading expansion projects from concept to completion.
    • Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
    • Minimum of 10 years of experience in retail operations, with a proven track record of leading successful teams and driving growth.
    Preferred Qualifications
    • Experience with brand management and alignment in a multi-site retail environment.
    • Knowledge of the specialty coffee industry and trends.
    • Proficiency in using retail management software and tools.
    Benefits
    • Sponsorship for this role is available.
    • Competitive salary based on experience.
    • Paid time off and holidays.
    • Pension contribution.
    • Ongoing training and professional development opportunities.
    • Employee discounts on company products.