Head of Retail Operations at Sweet Sensation

Job Summary

• We are seeking experienced and passionate Restaurant Managers to join our growing team. The ideal candidates must be customer-focused, operationally sound, and capable of leading high-performing teams.
• The Head of Retail Operations is responsible for end-to-end oversight and optimization of all customer-facing operations across our brand. This individual will blend hands-on operational excellence with strategic leadership to deliver business growth, elevate service standards, and ensure profitability across all outlets.
• This role entails driving operational KPIs, developing and executing expansion and sales strategies, embedding a high-performance culture, and strengthening our market positioning.
• The ideal candidate is a commercially minded, data-driven leader with a proven track record in high-volume QSR or retail environments, capable of managing complexity, motivating teams, and delivering consistent results.
• The Head of Retail Operations will lead outlet managers, oversee restaurant performance, and drive continuous improvement in service delivery, quality assurance, and customer satisfaction, all while aligning daily execution with the company’s long-term strategic objectives.

Key Responsibilities
Retail Operations Leadership:

• Lead and manage all outlet operations to deliver sales, profitability, and experience targets
• Oversee day-to-day execution across regions, ensuring adherence to brand standards, SOPs, and operational discipline
• Conduct regular audits and site visits, resolving performance gaps and managing risks

Cross-Functional Leadership & Collaboration:

• Work closely with Finance, Marketing, Supply Chain, and HR to align operations with broader organizational goals
• Drive pricing decisions and provide input on campaign execution, logistics, and cost efficiency opportunities.
• Support digital innovation, new sales channels and process automation

Performance Management & Execution:

• Design and embed performance management systems (KPIs, appraisals, coaching, escalation frameworks) for all retail teams
• Drive outlet-level KPIs including sales per outlet, transaction count, labor ratio, and cost-to-sales metrics
• Optimize resource planning, staffing, and scheduling based on data and business cycles.

Strategic Sales & Growth Planning:

• Forge and execute retail sales strategies across all locations
• Lead outlet expansion, including site selection, market surveys, relocations, and refurbishments.
• Stay ahead of the curve on competitor activity, market shifts, and customer behavior trends.

Product & Experience Optimization:

• Collaborate with Product, Marketing, and R&D teams to optimize product mix per location, based on sales data and local preferences.
• Champion customer-centric thinking in layout, service flow, and in-store experiences
• Drive superior customer experience by ensuring service excellence, resolving escalated issues, implementing feedback-based improvements, and overseeing quality assurance and compliance with health and safety standards
• Utilize virtual operations tools and data dashboards to drive visibility and faster decision-making.

Culture & People Development:

• Build and maintain a culture of excellence, discipline, and continuous improvement across all operational views.
• Collaborate with HR on recruitment, onboarding, and capability development of outlet teams and middle managers
• Support succession planning and internal promotions based on data-backed performance tracking.

Financial Oversight:

• Analyze P&L per outlet, identify opportunities to reduce waste, boost revenue, and optimize inventory turnover
• Co-create budgets and forecast and lead monthly performance reviews with accountability at all levels.

Qualifications & Experience

• Bachelor’s degree in Business, Hospitality, Operations Management, or related field (MBA preferred)
• 8–12 years of experience in multi-unit QSR or food service operations, with 3–5 years in a leadership role.
• Proven track record of managing P&L, executing growth plans, and leading large teams.
• Strong understanding of retail performance levers: product, people, pricing, process, and positioning
• Proficiency in retail systems: POS, inventory management, reporting tools, and virtual operations tracking.
• Excellent leadership, communication, and analytical skills
• Must be willing to travel frequently and work flexibly across retail sites.

Key Performance Metrics:

• Outlet sales growth and cost-to-sales ratios
• Store profitability and shrinkage control
• Operational compliance and audit result
• Customer satisfaction and retention metric
• Staff retention, bench strength, and promotion rates
• Successful store openings, refurbishments, and relocations.

Compensation & Benefits

• Competitive salary based on experience
• HMO / Medical coverage
• Duty lunch
• Paid annual leave and allowance
• Transport/fuel and communication allowances
• Opportunity to shape the future of a legacy QSR brand in growth and transformation.