Operations Manager

Job Title: Operations Manager

Location: London, United Kingdom

Reports To: Managing Director / CEO

Responsible For: UK Multi-Site Operations

Job Purpose

We are seeking an experienced Operations Manager to lead the operational performance, commercial success, and continued growth of our UK business.

Operating across a portfolio of prestigious locations within luxury retail and premium hospitality environments, this role is responsible for delivering exceptional guest experiences, driving commercial performance, and ensuring operational excellence across every site.

Working closely with senior leadership, you will provide strategic direction to our UK management teams, ensuring our brand values, quality standards, and customer-first culture are consistently delivered. This is an exciting opportunity to join an internationally recognised luxury hospitality brand renowned for exceptional service, artisanal products, and memorable customer experiences.

Key Responsibilities

Strategic Leadership & Business Growth

• Develop and implement the UK operational strategy in line with business objectives.
• Drive commercial growth and operational excellence across all UK locations.
• Identify opportunities to increase revenue, profitability, and customer engagement.
• Prepare business plans, budgets, forecasts, and performance reports for senior leadership.
• Champion innovation and continuous improvement across the operation.

Multi-Site Operations Management

• Lead the day-to-day operations across a portfolio of premium locations situated within some of the UK's most prestigious retail and hospitality destinations.
• Ensure operational consistency, service excellence, and brand standards across every location.
• Monitor sales, labour, operating costs, and profitability, taking action to optimise performance.
• Oversee all operational procedures, ensuring each site delivers an exceptional guest experience.
• Drive best practice and continuous improvement throughout the business.

Leadership & Team Development

• Inspire, coach, and develop Branch Managers and senior leadership teams.
• Set clear objectives, KPIs, and performance expectations.
• Support recruitment, succession planning, talent development, and employee retention.
• Foster a collaborative, high-performance culture built around excellence, accountability, and teamwork.

Luxury Guest Experience

• Ensure every guest receives an outstanding and memorable customer experience.
• Maintain the highest standards of hospitality, presentation, and service synonymous with a premium international brand.
• Review customer feedback, identify trends, and implement service improvements.
• Build and maintain strong relationships with key commercial partners and stakeholders.

Financial Management

• Take ownership of P&L performance across all UK operations.
• Monitor revenue, payroll, operating costs, and profitability.
• Identify efficiencies while protecting the premium customer experience.
• Work collaboratively with Finance and HR to deliver robust budgeting, forecasting, and reporting.

People, Compliance & Governance

• Ensure full compliance with UK employment legislation, health & safety requirements, and company policies.
• Partner with HR on workforce planning, recruitment, employee relations, and performance management.
• Ensure all teams complete mandatory training and consistently follow company procedures.

Stakeholder Management

• Develop and maintain strong working relationships with premium retail and hospitality partners.
• Represent the business professionally with landlords, commercial partners, and external stakeholders.
• Ensure contractual obligations and operational expectations are consistently achieved.

Brand Standards & Operational Excellence

• Protect and enhance the reputation of the brand through exceptional operational delivery.
• Ensure consistency in product quality, merchandising, service standards, and brand presentation.
• Conduct regular operational reviews and site audits.
• Implement action plans to address opportunities and maintain world-class standards.

Key Performance Indicators (KPIs)

• Revenue and sales growth
• Profitability and cost management
• Guest satisfaction and service excellence
• Employee engagement and retention
• Operational compliance
• Brand standards and quality assurance
• Achievement of strategic business objectives

Skills & Experience

• Proven success managing multi-site operations within luxury hospitality, premium food & beverage, retail, or lifestyle brands.
• Strong commercial acumen with experience managing P&L and operational performance.
• Outstanding leadership, coaching, and people development skills.
• Passion for delivering exceptional guest experiences.
• Strategic thinker with the ability to influence and inspire.
• Excellent communication and stakeholder management skills.
• Strong understanding of UK employment legislation and operational compliance.

Qualifications

• Degree or equivalent qualification in Business, Hospitality, Management, or a related discipline preferred.
• Minimum five years' experience in a senior multi-site operational leadership role.
• Experience within luxury brands, premium hospitality, artisan food concepts, or high-end retail environments is highly desirable.

Personal Attributes

• Inspiring and visible leader.
• Commercially minded with a passion for operational excellence.
• Professional, polished, and confident communicator.
• Passionate about luxury hospitality, premium food experiences, and exceptional customer service.
• Driven to develop people, build high-performing teams, and continuously raise standards.