Job Description

Manager - Head of Retail Food Operations

ROLE SUMMARY

Lead the retail food operations agenda across the store network. The role drives sales growth, profitability, customer satisfaction, and operational excellence by ensuring strong outlet performance, exceptional service standards, effective cost control, food safety compliance, and consistent execution of the fresh food offer across all locations.

KEY RESPONSIBILITIES

• Lead and manage the overall operational and commercial performance of all retail food outlets across the store network.
• Develop and deliver sales, revenue, profitability, and customer service strategies that support business growth and operational objectives.
• Plan, forecast, and achieve agreed sales, revenue, and profitability targets through effective performance management and KPI monitoring.
• Drive a strong sales culture through product knowledge, upselling initiatives, customer engagement, and achievement of outlet targets.
• Establish and maintain a customer-centric service culture that delivers exceptional customer experiences and high service standards.
• Analyse sales performance, product mix, pricing, customer demand, and market trends, implementing initiatives to improve revenue and profitability.
• Collaborate closely with the Central Production Kitchen to provide accurate demand forecasts and ensure product availability and timely replenishment.
• Ensure effective merchandising, product presentation, display standards, and consistency in food quality, freshness, and portion control across all outlets.
• Maintain compliance with HACCP, food safety, hygiene, health, and occupational safety standards across all food retail operations.
• Ensure effective stock management, shelf-life control, product rotation, temperature monitoring, and wastage reduction practices.
• Manage food costs, stock losses, labour productivity, wastage, and other controllable operating expenses to maximise outlet profitability.
• Ensure compliance with approved SOPs, service standards, cash-handling procedures, and POS operating requirements.
• Lead, coach, train, and develop outlet management teams and front-line employees to deliver strong operational and commercial performance.
• Conduct regular outlet audits and operational reviews, implementing corrective actions to address gaps in service, hygiene, presentation, and operational standards.
• Support promotional campaigns, seasonal activities, and new product launches to drive customer traffic, sales growth, and customer engagement.
• Monitor competitor activity and emerging retail food trends, recommending improvements to products, pricing, customer experience, and operational practices.
• Work closely with Finance, HR, Purchasing, Maintenance, Marketing, and other support functions to ensure efficient business operations.
• Prepare and present regular reports on sales, profitability, costs, wastage, productivity, customer feedback, and overall outlet performance.
• Drive a culture of continuous improvement, accountability, operational excellence, and customer focus across all retail food outlets.

QUALIFICATIONS & EXPERIENCE

• Degree or professional qualification in Hospitality Management, Food & Beverage Management, Retail Management, Business Management, or a related discipline.
• Minimum 10 years' experience in retail food, food service, quick-service restaurants (QSR), hospitality, or supermarket operations, including at least 5 years in a senior management role.
• Proven experience managing multi-site food retail or food service operations with responsibility for sales, profitability, and operational performance.
• Strong understanding of retail food operations, customer service management, merchandising, inventory control, and labour management.
• Demonstrated track record of achieving revenue growth, profitability targets, and operational KPIs.
• Strong knowledge of HACCP, food safety regulations, hygiene standards, and quality management systems.
• Experience in demand forecasting, stock control, wastage management, and operational cost optimisation.
• Experience leading large operational teams and developing high-performing managers and staff.
• Experience within supermarket, convenience retail, QSR, restaurant chain, or hospitality environments will be a distinct advantage.

KEY COMPETENCIES

• Retail Food Operations Management
• Commercial & Financial Acumen
• Sales & Revenue Growth
• Customer Experience & Service Excellence
• Food Safety & Quality Management
• Merchandising & Product Presentation
• Cost Control & Profitability Management
• Inventory & Waste Management
• Leadership & Team Development
• Performance Management
• Planning & Organising
• Stakeholder Management & Collaboration
• Communication & Influencing Skills
• Problem Solving & Decision Making
• Continuous Improvement Mindset
• Results Orientation & Accountability
• Change Management & Operational Excellence
• Customer Focus & Relationship Building

If you think you have what it takes to be successful in this challenging role, please click "Apply Now". Pay and benefits of the above position will be competitive, and the rewards are performance driven.

Hayleys is an Equal Opportunity Employer.