Operations Manager

Pret Operations Manager

Reports to Head of Operations

Direct reports General Managers

The role

Lead the day-to-day performance of Iceking’s Pret shops,
delivering an excellent customer and team experience, consistent brand
standards and sustainable sales and profit growth. Take ownership of
operational performance through shop visits, coaching and effective
follow-through, building managers who can lead their shops confidently and
independently.

Work with the Head of Operations, franchisees, Pret and
Iceking support teams to turn agreed business priorities into clear shop-level
plans. Keep customers and teams at the heart of decisions and deliver
improvements within agreed budgets, brand requirements and delegated authority.

Key responsibilities

Operations

● Own day-to-day
operations, communication, project delivery and customer experience across the
assigned Pret shops. Maintain a purposeful visit plan based on performance,
risk and team needs, with clear actions and follow-up.

● Set and sustain
the standard for clean, safe and well-presented shops throughout the trading
day, with fresh food, consistent drink quality, product availability and fast,
friendly service.

● Ensure shops
follow Pret operating procedures and Iceking policies. Identify improvements
and coordinate approved changes with the relevant teams, ensuring managers
understand and embed them.

● Ensure effective
food safety, allergen management, health and safety and security controls.
Review audits, address risks promptly and verify that corrective actions
prevent repeat issues.

● Own the
end-to-end customer experience across shop and delivery channels. Resolve
complaints promptly, identify root causes and use customer feedback and mystery
shopper results to improve service.

● Ensure
production, ordering, stock control and waste management meet demand and
protect quality. Coordinate kitchen and shop teams, including production hubs
and receiving shops where applicable.

● Deliver product
launches, seasonal campaigns and promotions accurately and on time. Check
readiness, team training, availability and execution, then review results.

● Escalate
significant incidents, operational risks and barriers promptly to the Head of
Operations, with clear facts, immediate actions and recommended solutions.

Leadership

● Lead, coach and
develop General Managers and Senior Managers. Set clear expectations, hold
regular performance and development reviews, recognise success and address
underperformance promptly with HR support.

● Build management
capability and succession plans. Oversee recruitment, onboarding and training
so each shop has the skills and leadership needed to trade effectively.

● Promote a fair,
inclusive and supportive workplace. Act on team feedback, support wellbeing and
a healthy work-life balance, and improve engagement and retention.

● Lead operational
reviews and hold managers accountable for agreed outcomes. Ensure action plans
have a named owner, deadline and measurable result; verify completion and
sustained improvement.

● Deliver agreed
sales and profit targets by managing sales, labour, cost of goods and
overheads. Create and manage budgets, forecasts and shop P&Ls with the Head
of Operations, franchisees and Finance.

● Analyse sales,
transactions, customer, people and cost trends to identify opportunities. Turn
findings into practical plans, prioritising shops that need support and sharing
successful practices.

● Align staffing
and schedules to demand, training and operational requirements. Improve
productivity and control costs while protecting safety, product quality and
customer service.

● Deliver the
agreed Pret business strategy within Iceking. Explain the reasons for change,
simplify ways of working and check that initiatives deliver the intended
benefits.

● Work with Pret
and Iceking teams on local marketing and growth opportunities. Lead the
operational delivery of approved new shop openings and refurbishments,
including staffing, training and readiness.

● Build effective
relationships with Pret, HR, Finance, food and drink development and other
support teams. Resolve recurring barriers, challenge constructively and
represent Iceking and Pret positively.

● Manage concurrent
projects, communicate progress and escalate risks and decisions that exceed
delegated authority. Travel regularly to support shops and complete reasonable
duties requested by the Head of Operations or senior leadership.

Your KPIs

The Head of Operations will agree and communicate targets
and review periods. Performance will be assessed against results, sustained
improvement and the leadership behaviours in this profile. Measures will
include:

● Commercial
performance: sales and transaction growth, profit, labour productivity, cost of
goods, waste and stock variances.

● Customer and
operational performance: mystery shopper results, complaints, product
availability, delivery performance, brand standards and safety audit results.

● People and
execution: training completion, retention, management development and timely
delivery of agreed actions and projects.

Leadership behaviours

These behaviours describe how the Operations Manager is
expected to lead within Iceking’s Pret business. They apply to everyday
decisions, shop visits, performance conversations and working relationships.

Experience and skills

Essential: Proven experience leading multiple food retail or
hospitality sites; strong commercial judgement and P&L understanding;
practical knowledge of food operations and safety; and evidence of improving
results through coaching, analysis and effective follow-through. Strong
communication, organisation, problem-solving and relationship-building skills
are required.

Desirable: Experience of Pret or a comparable fresh-food
business, franchise operations, production kitchens and new shop openings.