Retail Operations Manager

Job Summary

The Retail Operations Manager is the pivotal leader for Expat. Roasters retail partner network, serving as the main point of contact and ensuring seamless operational, financial, and brand support. This role leads the Retail Support Office team and is responsible for upholding the highest company and brand standards across all retail outlets in terms of product quality, customer service, and operational efficiency, including the successful opening of new locations. The Retail Operations Manager will drive performance, ensure policy adherence through audits and active management, and foster a culture of excellence and high productivity. This position requires strong leadership, financial acumen, and exceptional communication skills to bridge efforts between retail partners, outlet teams, and various Head Office departments.

Responsibilities

1) Retail Partner Management & Central Point of Contact:

• Act as the primary liaison for all retail partners, addressing inquiries and providing support related to operations, finance, supplies, people issues, marketing, and other needs.
• Serve as an escalation point for complex customer complaints that cannot be resolved at the outlet level.
• Build and maintain strong, collaborative relationships with retail partners.

2) Operational Excellence & Brand Standards Enforcement:

• Champion and enforce company and brand standards at the highest level, particularly in product quality, customer service, and outlet presentation.
• Develop, implement, and oversee operational policies and procedures for retail outlets.
• Conduct regular audits and site visits to ensure compliance with company standards, procedures, and policies.
• Serve as the main control point for significant outlet-level decisions and initiatives, requiring approval for key actions.

3) New Outlet Openings:

• Lead and manage all aspects of new retail outlet openings, from site selection input and readiness checks through to operational launch and post-opening support.
• Coordinate with all relevant departments (e.g., Development/Construction, Marketing, People & Culture, Finance, Supply Chain) to ensure timely and successful new store rollouts according to company standards.

4) Team Leadership & Development (Retail Support Office & Outlets):

• Lead, manage, and develop the Retail Support Office team to effectively support, manage, oversee, and observe operations in each retail outlet.
• Provide guidance and support to Outlet Leaders, ensuring they effectively manage their respective teams and operations.
• Collaborate with the People & Culture team on recruitment, training, performance appraisal, development, and resolution of people issues for retail operations staff.

5) Performance Management & Target Achievement:

• Drive retail outlets to achieve and exceed company-set targets, including but not limited to revenue, service quality standards, customer satisfaction, and customer engagement metrics.
• Monitor key performance indicators (KPIs) for each outlet and implement corrective actions as needed.

6) Financial Oversight & Efficiency:

• Ensure the accuracy of retail outlet Profit & Loss (P&L) statements and utilize data-driven insights for decision-making.
• Closely monitor and manage costings, including but not limited to overhead, operational expenses, and Cost of Goods Sold (COGS).
• Collaborate with retail partners, outlet teams, and Head Office departments (especially Finance) to optimize financial efficiency and profitability.

7) Cross-Functional Collaboration & Communication:

• Act as the central communication bridge between retail operations and Head Office departments.
• Coordinate with Marketing for programs, campaigns, and local store marketing activities.
• Liaise with People & Culture for all people-related matters including recruitment, training, performance management, and employee relations.
• Work with Finance on financial reporting, invoicing, P&L reviews, and budgeting.
• Coordinate with Production/Supply Chain for supplies, stock management, and product quality.
• Ensure Head Office departments provide appropriate and timely support to retail operations within clear boundaries.
• Streamline communication channels, eliminate inefficiencies, and ensure effective information flow to get things done.

8) Reporting & Process Improvement:

• Prepare and deliver monthly performance reports to retail partners and senior management.
• Conduct weekly coordination meetings with related departments to identify and resolve issues promptly.
• Continuously seek opportunities to improve processes, enhance productivity, and foster a positive operational culture.

Requirements

• Proven significant experience in a senior retail operations management role, preferably within the F&B, cafe, or multi-unit retail sector.
• Demonstrated experience leading and developing teams, including managing support functions and field-based leaders.
• Strong training, coaching, and people development capabilities.
• Deep commitment to exceptional customer service and a strong understanding of hospitality principles.
• Strong understanding of P&L management, financial analysis, cost control, and budgeting in a retail context.
• Expertise in upholding brand standards, implementing operational procedures, and conducting audits.
• Excellent leadership, communication, interpersonal, and stakeholder management skills, with the ability to influence and negotiate effectively.
• Proven ability to be a decisive problem-solver, results-oriented, and able to get things done in a fast-paced environment.
• Experience in fostering a positive work culture focused on productivity and customer satisfaction.
• Strong analytical skills and the ability to make data-driven decisions.
• Ability to collaborate effectively with diverse, cross-functional teams.
• High degree of integrity, professionalism, and resilience.