itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading wholesale business across Europe and beyond. Renowned for its best-in-class food made fresh in every shop, every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its best-is-class food, latest technology, innovation, and talented workforce, itsu is the future of fast food.

role responsibility

The Operations Manager is accountable for the people, the customer, the quality and the financial performance of the stores within their area. They display a deep understanding of itsu operation, succession planning, people development and are commercially astute. The role reports to the Head of Operations.

People

• Recognise talent through effective succession planning, full family trees and emerging talent
• Engage teams through the recognition and celebration of individuals’/teams’ achievements
• Support and develop the shops management teams and their personal growth
• Maximise retention by championing our values (IQs) and working closely with the area People Partner
• Inspire his/her teams through their work ethics
• The Operations Manager is a true ambassador of the itsu culture

Customer

• Inspire the teams to deliver outstanding customer service by leading by example and rewarding successes
• Ensure that itsu’s customer service standards and 6 service steps are followed in all shops
• Support and implement initiatives to deliver the ‘eat beautiful’ experience to our customers
• Engage with our customers to resolve potential issues and turn those into exceptionally positive experiences

Quality [standards]

• Display outstanding knowledge in our ‘how to’ culture, ‘5 Quality Food Focuses’ and ‘5 Food Safety Focuses’ so that those are embedded in the stores and among our teams
• Ensure that our rigorous food safety standards are always being adhered to
• Involved in the varied itsu projects and initiatives to further improve quality
• Consistently challenge processes, bring ideas and solutions forward as we continuously strive to simplify and improve everything we do

Financials [sales & profit]

• Responsible for all shop PNLs within area
• Maximise sales and profit through constant monitoring of shop operational practices [sales/labour/waste/variable costs]
• Support the shop management teams to optimise the use of available financial tools deliver success [forecast, rota planning, production planning, stocktaking…]
• Build effective cross-functional working relationships to achieve successful implementation of business initiatives
• Liaise and work closely with the finance department to set and deliver financial expectations

the ideal candidate

• Minimum 3 years’ experience as an operations manager in the food and drink market, preferably Food-to-Go
• Comprehensive understanding on how to manage and influence business performance
• Excellent commercial acumen
• Passionate about managing and developing teams from entry level to management level
• High verbal and written communication skills, with confidence and ability to influence at all levels
• Practical thinker, with a capability to get things done
• Good organisation skills, and the ability to multitask       
• Driven and ambitious, with the energy to work within a growing, fast paced business
• Assertive and confident in ability to get things done
• Enjoy working as part of a team, with the ability to lead others and work cross-functionally
• Up for being challenged, and challenging stakeholders
• Resilient and appreciative of the fact itsu is a dynamic place to work
• Willing to be hands on in a very lean organisation
• Can cope with the pressure of meeting tight deadlines and delivering results fast
• Pragmatic, thoughtful and customer driven

perks and benefits

• Private medical insurance
• Company pension scheme
• Group income protection
• Life assurance
• Health cash plan
• Employee assistance program
• Critical illness scheme
• Food allowance
• Discounts at major retailers
• Cycle to work scheme