16.8.4 Job Description: Operations Manager

16.8.4 Job Description: Operations Manager

Version: V2
Last Updated: October 2025
Review Date: April 2026
Owner: CEO / Director

1. Job Summary

Job Title: Operations Manager
Reports To: CEO / Company Director
Location: Multi-site (with travel required)
Employment Type: Full-time
Salary: [As per contract]

The Operations Manager is responsible for overseeing the day-to-day operations of all Little Coffee Bean Co locations (fixed shops and mobile units). This senior role ensures operational excellence, compliance with all regulations, profitability, and the delivery of exceptional customer service across the business. The Operations Manager leads and supports Store Managers, drives continuous improvement, and implements company strategy at site level.

2. Key Responsibilities

2.1 Multi-Site Operational Leadership

  • Oversee operations across all Little Coffee Bean Co locations
  • Ensure consistent standards of quality, service, and compliance
  • Conduct regular site visits and audits to monitor performance
  • Identify operational challenges and implement solutions
  • Drive operational efficiency and continuous improvement initiatives
  • Ensure all sites comply with SOPs, food safety, health & safety, and employment law

2.2 Team Leadership & Management

  • Recruit, train, and manage Store Managers and senior staff
  • Conduct performance reviews, set objectives, and provide coaching
  • Develop leadership capability within the management team
  • Handle complex HR issues, grievances, and disciplinary matters
  • Foster a positive, high-performance culture across all sites
  • Ensure all managers are trained and competent in their roles

2.3 Financial & Commercial Management

  • Achieve company-wide sales, profit, and cost control targets
  • Analyze financial performance by site and identify improvement opportunities
  • Manage budgets, forecasts, and P&L accountability
  • Control labor costs, stock levels, and operational expenses
  • Negotiate supplier contracts and manage key vendor relationships
  • Prepare and present weekly/monthly reports to the CEO

2.4 Compliance & Risk Management

  • Ensure full compliance with FSA food safety regulations, allergen law, and licensing requirements
  • Oversee health & safety procedures and risk assessments
  • Manage incident reporting, investigations, and corrective actions
  • Coordinate internal audits and prepare for external inspections (EHO, FSA, etc.)
  • Maintain all required documentation, logs, and records
  • Ensure insurance, permits, and licenses are current and compliant

2.5 Customer Experience & Quality Assurance

  • Drive exceptional customer service across all locations
  • Monitor customer feedback, reviews, and mystery shopper reports
  • Implement improvements based on customer insights
  • Oversee loyalty programme and customer engagement initiatives
  • Ensure product quality and consistency meet company standards

2.6 Supply Chain & Inventory Management

  • Oversee stock ordering, inventory control, and supplier management
  • Ensure adequate stock levels across all sites
  • Monitor waste, shrinkage, and stock accuracy
  • Implement FIFO principles and expiry date management
  • Negotiate pricing and manage supplier performance

2.7 Strategic Projects & Business Development

  • Support the CEO in implementing company strategy and growth plans
  • Lead new site openings, refurbishments, and franchise rollouts
  • Develop and update SOPs, policies, and operational procedures
  • Identify opportunities for menu development, cost savings, and revenue growth
  • Collaborate with marketing on campaigns, promotions, and seasonal launches

2.8 Systems & Technology

  • Oversee Odoo POS system and ensure effective use across all sites
  • Manage equipment maintenance schedules and service contracts
  • Implement technology solutions to improve efficiency and reporting
  • Ensure data accuracy and integrity in all systems

3. Person Specification

3.1 Essential

  • Proven experience in a senior operations or multi-site management role (hospitality/retail/food service)
  • Strong leadership, people management, and coaching skills
  • Excellent commercial acumen and financial management experience
  • In-depth knowledge of food safety, health & safety, and employment law
  • Ability to analyze data, identify trends, and drive performance improvements
  • Exceptional communication, problem-solving, and decision-making skills
  • Proficiency with POS systems, inventory management, and reporting tools (Odoo experience desirable)
  • Flexible, resilient, and able to work under pressure
  • Full UK driving license and willingness to travel regularly

3.2 Desirable

  • Level 4 Food Safety & Hygiene certification or equivalent
  • Experience in coffee shop, cafe, or QSR (Quick Service Restaurant) operations
  • Knowledge of franchise operations and support
  • Project management experience (site openings, refurbishments)
  • IOSH Managing Safely or equivalent health & safety qualification
  • Experience with supplier negotiations and contract management

4. Training & Development

  • Induction: Senior management induction covering strategy, operations, compliance, and systems
  • Food Safety: Level 4 Food Safety & Hygiene certification (initial and refresher)
  • Health & Safety: IOSH Managing Safely or equivalent
  • Leadership Development: Access to leadership and management training programmes
  • Financial Management: Training on budgets, P&L, forecasting, and financial analysis
  • Ongoing Development: Regular performance reviews, mentoring from CEO, and professional development opportunities

5. Working Conditions

  • Hours: Full-time (typically 40–50 hours per week); flexible hours including evenings, weekends, and public holidays as required
  • Travel: Regular travel to all Little Coffee Bean Co locations (Newcastle, Sunderland, and future sites)
  • Environment: Office-based and site-based; exposure to fast-paced cafe/mobile unit environments
  • Uniform: Company uniform or professional attire as appropriate

6. Performance Standards

  • Achieve or exceed company-wide sales and profit targets
  • Maintain high operational standards and compliance across all sites
  • Develop and retain a high-performing management team
  • Deliver excellent customer satisfaction scores and feedback
  • Complete strategic projects on time and within budget
  • Provide accurate, timely reports and insights to the CEO

7. Key Performance Indicators (KPIs)

  • Company-wide sales vs. target (weekly/monthly/quarterly)
  • Profit margin and cost control across all sites
  • Customer satisfaction scores (mystery shopper, reviews, NPS)
  • Compliance audit scores (food safety, health & safety, employment law)
  • Staff turnover and retention rates (management and frontline)
  • Stock accuracy, waste levels, and shrinkage
  • New site openings and franchise rollout progress

8. Related Documents

  • Staff Handbook
  • Operations Manual
  • SOP Index (all sections)
  • Food Safety SOPs (Section 1)
  • Cash Handling SOPs (13.1–13.7)
  • Staff Management SOPs (Section 16)
  • Health & Safety Procedures
  • Franchise Operations Manual
  • Company Policies (Section 17)

Note: This job description is not exhaustive and may be updated to reflect the changing needs of the business. Employees will be consulted on any significant changes.