Retail Operations Manager

Primary Responsibilities

• Lead and support a team of 4 Area Managers in overseeing day-to-day operations across retail sites to ensure smooth, safe, and compliant operations.
• Support and manage the Retail Support Officer to deliver outstanding performance.
• Monitor and analyse sales, margin, and volume performance across all sites. Identify underperforming retail sites and implement corrective action plans.
• Translate the Retail Director’s strategic objectives into operational plans and guide Area Managers in execution.
• Ensure all retail sites maintain brand, safety, health, environmental and quality (SHEQ).
• Conduct regular audits and follow-ups.
• Drive initiatives to improve customer service and ensure consistent, high-quality customers interactions at all retail sites.
• Provide leadership and support to Area Managers, helping them grow their capabilities.
• Promote accountability and alignment with company values.
• Identify and implement operational efficiencies and cost‑saving initiatives across the network.
• Assist with rollouts of new initiatives, systems, and infrastructure upgrades, coordinating between Retail Director, Area Managers, and relevant teams.
• Compile regular operational and performance reports for the Retail Director, providing insights and recommendations.

Requirements of the job

• Qualifications, Experience and Knowledge
• Bachelor’s degree in business management, Retail, Operations, or a related field (preferred)
• 5+ years in a retail operations role, preferably within the retail or FMCG sectors
• Experience managing multi‑site operations
• Strong people management and stakeholder engagement skills

Key Attributes

• Strategic thinking and execution
• Leadership and team development
• Analytical and financial acumen
• Strong understanding of retail operations and customer service
• Excellent communication and interpersonal skills
• Ability to work across diverse geographic areas

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