Head of Retail Operations & Guest Experience

The Retail Operations Manager plays a pivotal role leading a dynamic retail team, responsible for strengthening relationships with retail partners, and delivering exceptional guest experiences whilst optimising operational performance, and ensuring the effective management of multi-million-pound service charge budgets. Heading up the day-to-day running of the Canary Wharf Retail estate, the Retail Operations Manager will be a proactive and inspirational leader, capable of balancing strategic vision with hands-on delivery, and will inspire and manage a team to achieve outstanding results.

Main Responsibilities

• Team Management
  • Lead, mentor, and motivate team members to achieve individual and collective goals.
  • Foster a collaborative and inclusive work environment that encourages innovation, accountability, and continuous improvement.
  • Provide clear direction, set performance expectations, and regularly evaluate progress through constructive feedback and performance reviews.
  • Support professional growth by identifying training opportunities, coaching team members, and developing career development plans.
  • Effectively allocate tasks and resources, ensuring workload balance and alignment with team member skills set and organisational priorities.
  • Facilitate open communication within the team, resolve conflicts promptly, and promote a culture of trust and respect.
  • Monitor team performance metrics, identify areas for improvement, quickly address any underperformance and implement strategies to enhance productivity and efficiency.
• Brand & Retailer Relationships
  • Act as the primary point of contact for retail partners, building strong and collaborative relationships.
  • Engage with brands to understand their needs, align on trading performance, and support business growth.
  • Facilitate regular tenant meetings, forums, and one-to-one engagement to ensure open communication and partnership.
• Guest Experience & Customer Journey
  • Lead the development and delivery of innovative guest experience initiatives to enhance customer satisfaction and dwell time.
  • Responsible for the internal management of the waste function and contract management of the footfall supplier and any future guest experience initiatives.
  • Drive best-in-class service standards across all customer touchpoints, ensuring Canary Wharf Retail remains a destination of choice.
  • Collaborate with Marketing, Events and Customer Services teams to create seamless, memorable experiences for guests.
• Financial & Service Charge Management
  • Manage, in collaboration, multi-million-pound service charge budgets, ensuring transparency, accuracy, and efficiency.
  • Deliver cost-effective operational strategies without compromising quality or guest experience.
  • Provide regular financial reporting and forecasting to senior management and stakeholders.
  • Support procurement and delivery of goods and services in line with company guidelines.
• Operational Leadership
  • Oversee day-to-day operational delivery across security, cleaning, maintenance, and waste.
  • Ensure compliance with all statutory regulations, health & safety, and environmental standards.
  • Lead sustainability initiatives, driving efficiencies and supporting ESG targets.
  • Build strong relationships with service partners to address operational issues and ensure alignment with CWML procedures.
  • Carry out periodic out of hours reviews of the Retail Management operations.
• Digital & Data-Driven Operations
  • Utilise digital platforms such as CAFM systems, guest feedback tools, and energy dashboards to monitor performance and inform decision-making.
  • Leverage data insights to drive continuous improvement in service delivery and compliance.
• Innovation & Continuous Improvement
  • Identify and implement innovative solutions to enhance operational efficiency, compliance, and sustainability.
  • Lead the development and implementation of a CRM platform for best-in-class knowledge sharing.
  • Lead the development and implementation of a mystery shopping platform that drives guest satisfaction in car parks, with soft service functions and brand partners.
  • Encourage a culture of proactive problem-solving and service excellence.
• Crisis Management & Resilience
  • Support business continuity planning and lead operational response during incidents or emergencies.
  • Ensure readiness of emergency procedures and staff training.
• Stakeholder Engagement
  • Collaborate with internal departments including Leasing, Marketing, and Asset Management to align service delivery with strategic goals.
  • Represent the Retail Management team in meetings and forums, maintaining strong relationships with external partners and authorities.
• Reporting & Communication
  • Prepare and present reports, spreadsheets, and updates as required.
  • Maintain clear and effective communication with internal and external stakeholders.
• Technology & Innovation
  • Champion the adoption of smart building technologies and digital tools to enhance operational efficiency and guest experience.
  • Stay informed on industry innovations and trends, recommending new approaches to service delivery and centre operations.
• Supplier Relationship Management
  • Develop long-term, collaborative relationships with key suppliers and service partners to ensure consistent quality and value.
  • Lead regular performance reviews and feedback sessions to drive continuous improvement.
• Training & Development
  • Support the training and development of on-site teams and service partners to ensure alignment with brand standards and compliance requirements.
  • Promote a culture of learning and professional growth within the retail management team.
• Strategic Planning Support
  • Assist the Associate Director in long-term planning, including asset strategy, capital works, and service evolution.
  • Provide input into strategic reviews and contribute to business cases for operational investment.

Person Specification

• Proven track record in retail operations, shopping centre management, or a similar large-scale commercial property environment.
• Strong financial acumen, with demonstrable experience managing and setting multi-million-pound budgets.
• Exceptional relationship management and stakeholder engagement skills, with the ability to influence at all levels.
• Innovative approach to guest experience and customer service delivery.
• Experience of developing and implementing platforms that drive performance.
• Strong experience in developing and successfully implementing guest experience initiatives.
• Strong leadership skills with experience managing and developing high-performing teams.
• Knowledge of UK property legislation, service charge management, and compliance standards.

Health Safety and Welfare Responsibilities

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect.

Environmental, Social & Governance (ESG) Responsibilities

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

Quality Management Responsibilities

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

Company Values

• Commit to Excellence
  • Act with integrity and deliver high performance.
  • Put our customers at the heart of what we do.
  • Resolve issues by providing high quality solutions.
• Foster Collaboration
  • Find opportunities to collaborate with others across the business to achieve shared goals.
  • Encourage inclusive networks and treat others with respect and fairness.
  • Use knowledge to work effectively with suppliers / contractors to meet shared goals.
• Encourage Engagement
  • Confident in making decisions appropriate to the role.
  • Learn from mistakes and listen to constructive feedback to improve performance.
  • Prioritise safety and actively support community, wellbeing and sustainability programmes.
• Take Ownership
  • Take pride in delivering high quality service which exceeds expectations.
  • Committed to opportunities for self-development.
  • Take responsibility for my own performance and look for ways to improve.
• Embrace Innovation
  • Embrace change and innovation.
  • Proactively suggest ways to improve our business and encourage others to share ideas.
  • See new challenges as opportunities to deliver effective change.

What We Offer

Diversity and Inclusion: We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential.