About the Role:
As the Operations Manager, you will play a pivotal role in shaping and driving our retail business strategies across the entire network of outlets. Reporting directly to our Senior Management, you will oversee area managers and outlet leaders, ensuring operational excellence, sustainable growth, and consistent customer experience standards. You will be responsible for optimizing business performance, implementing strategic initiatives, and fostering a strong culture of service, accountability, and innovation.

We will be shifting office from Aljunied to Senoko Way by end of 2025.

Strategic Sales & Operations:

• Oversee and manage the overall retail operations of multiple areas/outlets to achieve revenue, profitability, and efficiency targets.
• Develop, communicate, and execute operational strategies that align with company goals and long-term growth plans.
• Monitor and analyze key business performance indicators, providing strategic recommendations and corrective action plans to address operational gaps.
• Drive process improvements, cost efficiencies, and productivity enhancements across outlets while maintaining high service standards.
• Act as the key liaison between senior management and the operations team, ensuring directives are effectively translated into actionable outcomes.

Customer Experience & Brand Excellence:

• Champion the delivery of exceptional customer service and brand experiences across all outlets.
• Establish and oversee service recovery frameworks to address escalated customer concerns promptly and effectively.
• Lead initiatives to enhance brand presence, customer loyalty, and repeat patronage through consistent and innovative operational practices.

Team Leadership & People Development:

• Lead, coach, and develop Area Managers and Outlet Managers to build a strong and capable leadership pipeline.
• Oversee workforce planning, recruitment, and succession planning to support business growth.
• Drive performance management, talent development, and structured training programs to uplift capabilities across all operational levels.
• Foster a collaborative, inclusive, and safe workplace culture that drives employee engagement and retention.

Business & Environment Management:

• Monitor market trends, competitor activities, and external trade environment changes to provide insights and recommendations for business growth.
• Negotiate and maintain relationships with landlords, vendors, and other external stakeholders to ensure smooth business operations.
• Ensure compliance with legal, safety, and regulatory requirements across all outlets.

Requirements:

• Minimum 7 years of progressive F&B operations experience, with at least 3 years in a multi-area or regional leadership role (10 outlets or more preferred).
• Proven track record in driving operational excellence, sales growth, and cost management in a reputable F&B chain.
• Degree in Business, Marketing, Hospitality, or Management from a recognized institution (Diploma holders with extensive relevant experience may also be considered).
• Strong business acumen with excellent analytical, problem-solving, and decision-making skills.
• High proficiency in MS Excel, Word, and PowerPoint for reporting and presentation purposes.
• Inspirational leader with strong interpersonal skills, capable of influencing and motivating teams across multiple levels.
• Highly independent, resilient, and adaptable, with a willingness to travel frequently as required by business needs.