Operations Manager (Commercial)

Twycross Zoo is seeking an Operations Manager for a management position in the East Midlands. The closing date for applications is 12th July 2026.

Key Objectives:

• Ensure all visitors have a safe and memorable experience while maximizing profit.
• Efficiently run day-to-day operations through management of team leaders, achieving strong customer service and H&S compliance.
• Provide supervision, development and motivation for direct reports.
• Deliver a professional and efficient service within budgetary guidelines, aiming to exceed visitor expectations.
• Ensure strict compliance with all relevant Health & Safety legislation.

Key Responsibilities:

• Operations: Ensure the day-to-day running of retail operations is effectively managed by team supervisors.
• Maintain regular dialogue with the Operations Director and Finance to monitor operational spend, highlight risks, and elevate issues without financial authority.
• Liaise with the appointed third-party buying partner to support retail operations, escalating issues or risks to Finance or the Operations Director as appropriate.
• Ensure all H&S requirements and audits for retail are met.
• Champion customer care, setting a good example for staff and ensuring best customer service practice.
• Brief the operational team on current promotions, targets, and point-of-sale signage; deliver zoo updates promptly.
• Enforce policies and procedures, implement new safe working practices where required.
• Contribute to operational management and continuous improvement as part of the Leadership Team.
• Handle customer complaints appropriately, proactively solving problems and keeping relevant managers informed.
• Follow and produce risk assessments and SWPs for new facilities or items; update assessments as needed.
• Complete all administrative duties accurately and on time, including staff briefing documentation.
• Model a guest-obsessed culture and inspire teams to anticipate visitor needs and exceed expectations.
• Provide Zoo Duty Manager cover up to two days per week; take full operational responsibility and lead decision-making on site.
• Maximise operational effectiveness and monitor departmental expenditure to support cost control and efficiency within agreed budgets.
• Support and cover each of the supervisor and manager roles within operations cross-functionally.

• People: Manage sickness absence and employee wellbeing, monitor absence levels, conduct return-to-work discussions, manage long-term sickness, and elevate concerns as appropriate.
• Champion the guest experience culture across the department to ensure highest standards of delivery, presentation, and service.
• Manage and develop all team members effectively, aiming to be the best zoo to work at.
• Handle people management issues including training, development, grievances, investigations, and initiate disciplinary action as appropriate.
• Recruit, induct and develop staff to maintain a stable and engaged workforce.
• Plan recruitment of temporary seasonal staff in liaison with the Operations Director following zoo procedures.
• Produce staff rotas, monitor attendance, ensure accurate payroll transactions, manage working time in line with policy and record holiday entitlement correctly.
• Ensure all operational staff adhere to the uniform policy.
• Encourage and support innovative ideas from team members, bringing out the best in people.
• Role model the zoo’s values, continuously seeking ways to wow guests and encouraging repeat visits.

Person Specification – About You:

• Proven track record of successful retail and operational management, preferably in the visitor attraction industry.
• Passion for exceeding guest expectations and ability to lead a team to do the same.
• Exceptional leadership skills, a desire to nurture and develop high-performing teams.
• Value-driven, can-do approach and willingness to roll up sleeves and get involved when needed.
• Excellent communication at all levels, from front-line hosts to CEO and stakeholders.
• Innovative mindset with the ability to adapt to changing market conditions.
• Unflappable in an ever-changing environment, calm, and able to respond in a crisis.

Why Join Us?

• Work at a leading conservation charity with a growing national impact.
• Lead transformative, large-scale biodiversity projects across a dynamic zoo estate.
• Be part of a passionate, supportive team making a real difference for UK wildlife.

Benefits:

• 31 days annual leave, including bank holidays.
• Life assurance.
• Company sick pay from day one of absence, once probation completed.
• Access to a discount platform.
• Staff membership card giving free entry to the zoo on days off.
• Complimentary Twycross Zoo ticket allowance for friends and family.
• Discount in the Twycross Zoo gift shop.
• Discount in Twycross Zoo food and beverage outlets.
• Monthly recognition award scheme.
• Access to employee assistance services.
• Free parking.