Retail & Café Operations Manager at The Borough Lagos

Job Brief

• We are looking for an experienced and hands-on Retail & Café Operations Manager to oversee the day-to-day operations of our retail store and café. 
• The ideal candidate will be responsible for ensuring operational excellence across sales, customer service, inventory, procurement, food and beverage operations, staff management, financial performance, and compliance.
• This role requires someone who thrives in a fast-paced environment, enjoys leading teams, solving operational challenges, improving processes, and delivering exceptional customer experiences while driving profitability.

Responsibilities

• Oversee the daily operations of both the retail store and café to ensure smooth and efficient service.
• Ensure all departments operate in accordance with company policies, standard operating procedures, and quality standards.
• Monitor daily sales, customer traffic, and operational performance, implementing strategies to improve revenue and profitability.
• Lead, supervise, train, and develop retail and café staff while fostering a positive, accountable, and customer-focused work environment.
• Prepare staff schedules and ensure adequate staffing levels to support business operations.
• Conduct performance reviews, provide coaching, and address employee performance and workplace concerns.
• Ensure exceptional customer service by resolving customer complaints promptly and implementing improvements based on customer feedback.
• Oversee inventory management for retail products, food ingredients, beverages, and operational supplies, ensuring stock accuracy and minimizing losses.
• Conduct routine stock counts and inventory audits while investigating and resolving inventory discrepancies.
• Coordinate procurement activities, maintain strong supplier relationships, negotiate pricing, and ensure timely replenishment of stock and supplies.
• Monitor operational expenses, food costs, wastage, and inventory shrinkage while identifying opportunities to improve cost efficiency.
• Ensure proper cash handling procedures and compliance with company financial controls.
• Maintain compliance with food safety, health and safety, and all applicable regulatory requirements.
• Ensure the retail store and café are clean, organized, well maintained, and consistently meet brand presentation standards.
• Analyze operational reports and key performance indicators to identify trends and recommend improvements.
• Collaborate with management on promotions, product launches, seasonal campaigns, and initiatives to drive customer engagement and sales.
• Identify operational challenges, implement process improvements, and ensure the business operates efficiently at all times.
• Prepare daily, weekly, and monthly reports on sales performance, inventory, staffing, customer satisfaction, and overall business performance.
• Perform any other duties assigned by management to support business operations.

Requirements

• Bachelor's Degree in Business Administration, Hospitality Management, Operations Management, or a related field.
• Minimum of 3 to 5 years of operations management experience in a retail store, café, restaurant, hospitality business, or similar customer-facing environment.
• Strong knowledge of retail operations, café operations, inventory management, and procurement.
• Proven ability to lead, motivate, and manage teams effectively.
• Strong understanding of sales management, business operations, and customer service excellence.
• Experience managing procurement and supplier relationships.
• Strong financial awareness, including budgeting, cost control, and expense management.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Strong organizational and time management abilities with attention to detail.
• Proficiency in Microsoft Office applications, particularly Excel, and Google Workspace.
• Experience using POS systems and inventory management software is an added advantage.