Operations Manager in London

We are the leading Asian-inspired quick-service retail and grocery brand with over 80 restaurants across the UK, Belgium, and a growing wholesale business across Europe and beyond. Our renowned delicious food made fresh in every restaurant, every day, has made itsu a top choice for healthy eating. In addition to our restaurants, itsu offers a range of high-quality Asian-inspired foods available online and in supermarkets. We are excited to be one of the leading brands in this specific group and have ambitious plans for continued growth both domestically and globally.

The Operations Manager is accountable for people, hospitality, standards and profitability of their shops and overall circle performance. They display a deep understanding of operations, succession planning, growth (within shops and their people) and are commercially astute.

Responsibilities

• People Development & Engagement: Recognize and nurture talent through effective succession planning, support and develop shop management teams, maximize retention by championing itsu’s values, and inspire teams through exemplary work ethics.
• Customer Service Excellence: Lead by example to inspire outstanding customer service, ensure adherence to itsu’s customer service standards, support initiatives to enhance the ‘eat beautiful’ experience, and engage with customers to resolve issues positively.
• Standards & Quality Management: Display deep knowledge of itsu’s ‘how to’ culture, quality and food safety focuses, ensure adherence to rigorous food safety standards, participate in projects to improve quality, and consistently challenge processes to simplify and improve operations.
• Financial Performance Management: Manage shop P&Ls within the area, maximize sales and profit by monitoring operational practices, support shop management teams in using financial tools effectively, build cross-functional working relationships, and liaise with the finance department to set and achieve financial expectations.
• Commercial Acumen & Strategic Thinking: Demonstrate excellent commercial acumen, manage and influence business performance, possess practical thinking and organizational skills, be driven and ambitious to work in a fast-paced environment, and effectively lead and work cross-functionally within a lean organization.

You are

• QSR experience is vital
• Proven experience to manage multi sites in a fast-paced environment
• Comprehensive understanding on how to manage and influence business performance
• Proven track record in opening new stores
• 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
• Driven and ambitious, with the energy to work within a growing, fast paced business
• Up for being challenged, and challenging stakeholders
• Can cope with the pressure of meeting tight deadlines and delivering results fast
• Pragmatic, thoughtful and customer driven
• Communication through clear, honest, and enthusiastic style, that instils confidence and ensures everyone is aware of their responsibilities throughout the store
• People focused, being open to listen, collaborate, give and receive feedback to your team and the wider business in a professional manner

We put people at the heart of everything you do by displaying the 4 itsu qualities:

• I take pride in what I do
• I genuinely care for people
• I want to grow myself & others
• I build trust around me

Generous time off allowances, which include up to 34 days holiday. A free itsu lunch and 50% off in all stores. Wellbeing benefits across physical, mental, financial, environmental and social aspects. An array of business events and socials throughout the year.

This job description is not an exhausted list of your duties, you will be expected to perform different tasks as and when needed by the business, and your role will change and evolve as the business does.