Head of Retail Operations at Sweet Sensation

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.

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.

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.

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.