Retail Regional Operations Manager
Stamford Hill
£50,000–£55,000 (depending on experience) + Up to 25% annual KPI-based bonus


About Us


We are an Ofcom registered and expanding telecoms company. We have two brands under our umbrella; One side focusing on our business division and the other is our consumer division. Established in 1999 as a phone and device rental business. Today we’re a dynamic company offering bespoke communication solutions for both businesses and consumers, with a B2B team who travel across the UK to clients and three retail branches in London and Manchester.


About the Role


We are seeking an experienced and operationally strong Regional Operations Manager to oversee and elevate the day-to-day running of four retail branches.
Reporting directly to the Head of Retail, this role acts as the operational backbone of the retail network. Ensuring each branch delivers a consistent, professional, and customer-focused experience.
You’ll oversee Branch Managers, drive operational standards, support staff development, and ensure high performance across the region. Your leadership will enable the Head of Retail to focus on strategy, growth, and commercial expansion.


Key Responsibilities


Operational Leadership:
*Take full responsibility for day-to-day operations across all retail sites.
*Ensure all stores operate to consistent standards of efficiency, presentation, and professionalism.
*Identify operational challenges and implement timely, practical solutions.
*Conduct regular store visits to assess performance, customer experience, and operational standards.


Branch Manager Leadership:
*Line-manage and develop Branch Managers, ensuring strong leadership at every location.
*Set clear expectations and promote accountability across the management team.
*Act as the primary escalation point for operational or staffing issues.
*Support managers in handling complex or sensitive staffing and customer situations.


Staffing & Workforce Planning:
*Oversee staffing levels across all branches to ensure adequate coverage.
*Ensure Branch Managers produce effective rotas and manage holiday/sickness planning.
*Work collaboratively to maintain a motivated, reliable, and stable workforce.


Training & Development:
*Ensure all retail staff receive consistent training on products, pricing, systems, and customer service standards.
*Lead structured onboarding for new hires.
*Identify and address training gaps across branches.
*Support the development of high-potential individuals and encourage internal progression.


Customer Experience:
*Own the overall customer experience across the retail estate.
*Promote high service standards and ensure consistency between stores.
*Support the resolution of complex customer complaints and issues.
*Identify ways to improve the retail experience and customer journey.


Product Rollout & New Initiatives:
*Work with the Head of Retail and Head of Product to introduce new offerings into stores.
*Ensure teams are operationally ready and fully trained on new initiatives.
*Oversee smooth and timely rollout across all locations.


Communication & Reporting:
*Act as the key operational link between retail teams and senior leadership.
*Provide regular reporting on operational performance, staffing updates, customer insights, and improvement opportunities.
*Ensure strong communication flows across all levels of the retail organisation.


Skills & Experience Required


*Proven experience in retail leadership or multi-site management.
*Strong track record in people management and team development.
*Experience managing managers or team leaders.
*Confident overseeing staffing structures, rotas, and day-to-day operations.
*Highly organised, with strong problem-solving abilities.
*Comfortable having difficult conversations and resolving operational challenges.
*Able to balance hands-on store support with strategic leadership.


Personal Attributes


*Credible leader with strong presence and the ability to earn trust and respect.
*Calm, practical, and solutions-focused.
*Highly organised, reliable, and detail-oriented.
*Strong communicator capable of influencing and guiding multiple teams.
*Enjoys building structure, improving systems, and optimising operational performance.