Head of Retail Operations

BRAND-NEW ROLE. STRATEGIC. FIELD BASED. CROSS-ESTATE IMPACT.

What’s in it for you?

• London preferred, but Manchester or Birmingham considered for the right person – with nationwide travel
• No fixed desk, roughly one day a week in Head Office, with the rest driven by what the role needs
• Reporting directly to the Operations Director
• A brand-new role with real scope to shape the function, the standards and how the customer journey works across the business

Who are they?

A multifaceted business rethinking how it connects with its guests. Customer journeys are changing, with retail-style thinking, self-service, concessions, entertainment and new ways of spending becoming a much bigger part of the experience. This is a chance to take ownership of brand and customer-journey standards across the estate and turn those ideas into something that actually works on the ground.

What you’ll be doing

• Defining and owning customer-journey and brand standards across the estate, from concessions and entertainment to queuing, self-service and everything in between
• Working alongside the two Operations Managers to roll those standards out across sites, with clear audits and reporting to track delivery
• Leading commercial projects that change how the business connects with and sells to its guests
• Owning insight, bringing together internal performance data, customer insight and external market/competitor research across cinema, leisure, entertainment and retail
• Taking ownership of spend per head as a key commercial measureli>
• Acting as the starting point and governance for new initiatives, spotting the opportunity, setting the requirement, briefing the execution and measuring what happens afterwards

What we’re looking for

• Experience in large concession businesses, multi-site retail or hybrid retail/hospitality environments would be particularly relevant
• Leisure experience is useful, but not essential
• Someone commercially minded who naturally looks at customer behaviour, spend and the wider journey
• Enough gravitas and confidence to challenge senior stakeholders constructively and hold people to account
• Comfortable working in a genuinely flexible, situational way, some weeks will be more site and project focused, others more Head Office and strategic
• Most importantly, someone who can spot what could be better, turn it into a clear standard or initiative, and then make sure it actually happens

We are Sixty Eight People. Shaping hospitality leadership through expert and honest conversation.

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