Operations Manager

At WHSmith, our people are at the heart of everything we do. 

The Operations Manager - Food by WHSmith leads, coaches and develops the team to deliver consistent operational performance across the estate. Working in partnership with key stakeholders, the role builds workforce capability and supports team members to grow, while taking accountability for customer experience, sales and service, commercial outcomes and efficient business processes. 

At the heart of this role is ensuing out stores trade in a Safe, Legal and Compliant manner at all times and deliver a consistently high standard customer proposition. 

The role combines a people-first leadership approach with oversight of financial planning, procurement, stock control, reporting, workplace health and safety, food safety and policy compliance. It builds productive relationships with employees, suppliers, hospital administrations, landlords and internal teams, using data and commercial insight to identify improvements, manage risk and support sustainable business performance. 

What you will be doing 

• Leading, coaching and developing direct reports through regular one-to-one meetings, clear priorities, constructive feedback, mentoring and guidance.
• Working with the People Team to identify development needs and deliver training programs that build capability across Food by WHSmith.
• Setting clear annual performance and development goals, supporting career growth and developing succession plans to build a strong team for the future.
• Leading the Food by WHSmith operation and delivering consistent performance across the estate.
• Leader of effective process relating to stock control, recipe compliance and levers for margin delivery and growth.
• Analysing data to monitor performance, identify risks and plan improvements.
• Providing weekly and monthly reports to relevant stakeholders.
• Liaising and negotiating with stakeholders to support customer satisfaction and building strong relationships with hospital administrations, landlords, suppliers and internal teams.
• Ensuring compliance with WHSmith and food-safety policies, procedures, ethical standards and the Code of Conduct.
• Developing and implementing the business plan and remaining informed about developments that may affect future contracts.
• Participating in annual budget submissions and taking accountability for the overall financial performance of the Food by WHSmith operation.
• Maintaining workplace health and safety practices, supporting WHS requirements and advising employees on safe working practices.
• Providing food-safety leadership and ensuring HACCP compliance.
• Reviewing and developing strategies to maintain a high level of customer satisfaction and building a strong partnership across Operations. 

What we are looking for 

• A hands-on leader who works alongside teams, leads by example and coaches and develops people to deliver great service.
• At least 5 years’ experience in a food or large-scale retail environment, with experience in contract catering an advantage.
• Experience leading busy, multi-outlet operations, with a strong focus on day-to-day service delivery, customer satisfaction and meeting client requirements.
• Strong commercial capability and a sound understanding of profitable operations and maximising margin.
• Excellent communication and relationship-building skills, with the ability to engage teams and build strong partnerships with clients, hospital administrations and other stakeholders.
• A practical, proactive approach to solving operational challenges, using performance data and feedback from teams and clients to improve service delivery.
• Ability and willingness to travel to stores as . 

About us