At a Glance
- Tasks: Lead a dynamic retail team and enhance guest experiences at Canary Wharf.
- Company: Join Canary Wharf Management Limited, a leader in retail operations.
- Benefits: Enjoy competitive salary, career growth, and a vibrant work culture.
- Other info: Be part of a forward-thinking team focused on innovation and sustainability.
- Why this job: Make a real impact in retail while developing your leadership skills.
- Qualifications: Experience in retail operations and strong leadership abilities required.
The predicted salary is between 50000 - 65000 £ per year.
- Company: Canary Wharf Management Limited
- Reporting to: Associate Director - Retail
- Job Summary
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.
- 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.
- 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.
- 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.
- Community relations knowledge.
- 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.
Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
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
- 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 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
- #J-18808-Ljbffr
Retail Operations Manager in London employer: CWG
CWG is an excellent employer, offering a dynamic work environment where innovation and operational excellence are at the forefront. With a strong emphasis on employee growth and a flexible working arrangement, team members are encouraged to thrive both personally and professionally. The supportive culture fosters collaboration and continuous improvement, making CWG a rewarding place to build a meaningful career in financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Retail Operations Manager in London
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like CWG, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like CWG!
We think you need these skills to ace Retail Operations Manager in London
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at CWG, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at CWG and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show CWG that you’re ready to jump in and contribute right away!
How to prepare for a job interview at CWG
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
