Head of Operations | Food Retail

Operational Leadership

• Lead the end-to-end operational performance of the business, ensuring seamless execution across all stages of the customer journey.
• Oversee daily operations spanning order management, production execution, quality control, dispatch, delivery, customer satisfaction, and post-delivery service.
• Ensure operational excellence across all locations through standardised processes, consistent execution, and continuous improvement initiatives.
• Develop and implement operational strategies aligned with business growth objectives.
• Drive a culture focused on accountability, customer satisfaction, operational discipline, and performance excellence.

Multi-Site Operations Management

• Provide leadership and direction to regional, area, and site-level management teams.
• Establish robust operational governance frameworks and performance management systems.
• Monitor operational KPIs and drive corrective actions where necessary.
• Ensure consistent implementation of company policies, procedures, and operating standards across all locations.
• Lead business reviews and operational performance evaluations.

Supply Chain & Production Excellence

• Partner closely with supply chain, procurement, and production teams to ensure uninterrupted operations.
• Optimise labour deployment, inventory management, food preparation workflows, and production efficiency.
• Implement best practices that improve throughput, quality, and cost management.
• Drive waste reduction initiatives and improve operational productivity.

Last-Mile Delivery & Customer Experience

• Oversee delivery performance across all service channels.
• Ensure optimal delivery times, route efficiency, customer satisfaction, and order accuracy.
• Work closely with logistics and technology teams to continuously enhance delivery operations.
• Develop initiatives that improve service levels and strengthen customer loyalty.
• Establish and maintain industry-leading operational service standards.

Financial & Commercial Performance

• Manage operational budgets and profit performance across the network.
• Drive labour productivity, cost optimisation, and operational efficiencies without compromising customer experience.
• Analyse operational and commercial performance data to identify risks and opportunities.
• Deliver initiatives that improve revenue, profitability, productivity, and customer retention.

Continuous Improvement & Transformation

• Champion Lean, Six Sigma, or similar continuous improvement methodologies.
• Lead operational transformation projects across people, process, and technology.
• Utilise data analytics to enhance decision-making and operational visibility.
• Implement innovative solutions that improve speed, consistency, and operational scalability.

Food Safety, Compliance & Risk Management

• Ensure adherence to all food safety, health, hygiene, and regulatory requirements.
• Maintain rigorous quality assurance standards across all operating locations.
• Develop risk management and business continuity plans.
• Lead investigations and corrective actions relating to operational incidents or service failures.

People Leadership

• Build, develop, and retain a high-performing operations leadership team.
• Drive succession planning and leadership development initiatives.
• Foster an engaged, customer-centric, and performance-driven culture.
• Provide coaching and mentorship to regional and site leadership teams.
• Lead organisational change initiatives and support business transformation efforts.