Cluster Operations Manager

Lead teams. Develop skills. Improve performance.

Making sure our customers have the best experience in our shops is a real team effort and as Cluster Operations Manager, you’ll be a key part in this.

What you’ll be doing:

You’ll lead, motivate and develop Team Leaders within a cluster of shops to go one better by being passionate about our brand standards and the delivery of an outstanding customer experience. It’s on you to develop and implement tactical plans; focusing on improving operational excellence, creating a positive and engaging working environment across your teams.

As a COM there will be a focus on directing day to day activities throughout your cluster, leading your Team Leaders to grow market share and increase turnover and profitability by achieving cluster targets.

You’ll be responsible for delivery of business objectives through your Team Leaders. You’ll keep yourself up to date with key information to continually develop your own knowledge and expertise, and you’ll communicate this effectively with your teams to develop their knowledge. You’ll create the new by working closely with your teams and Area Manager on the delivery of area specific strategies and overall key business initiatives.

Working with your Team Leaders, you’ll walk the talk by spending time in your cluster listening to colleague and customer feedback every day and acting as a key channel of communication between our shops and central support teams.

You’ll be passionate about our aspiration to leave a legacy by delivering the Gambling Commission’s licensing objectives; and protect our brand by creating and sustaining a safer gambling environment within your cluster.

You’ll support the ambition to make William Hill a place people want to join and love to stay by hiring the best, growing our people and encouraging their continuous learning.

By using insights and feedback available to you from your wider team you’ll create meaningful employee engagement action plans for your cluster that drive and support improvements to our colleague experience and ultimately strengthen engagement within the shop teams.

What we’d like to see from you:

(Knowledge, experience, qualifications) – what might set you apart?

• Team leadership; experience in leading, coaching, developing and engaging shop based teams in a multi-site environment.

• Continuous improvement; take initiative to create opportunities and propose solutions to improve business performance within your cluster. Driving our Omni and Gaming ambitions.

• Results driven; experience of exceeding commercial goals and targets. You’ll be a person that thrives on delivering excellent customer service and improving brand standards, supporting further business growth and managing performance in the short, medium and long term.

• Commercial insight; analytical skills with a focus on driving growth and profitability at cluster level.

• Customer Focus; sociable and love interacting with a wide range of customers and colleagues across all of your shops.

• Availability; there’s no 9-5, Monday to Friday in this role and you’d be required to travel daily between your shops with occasional regional/national travel.

Who we are:

With over 1,400 shops across the UK, we\’ve been a permanent fixture on the UK high street since 1966.

We offer a Balanced approach to shift patterns with a range of full and part-time jobs, with flexible hours, shifts to suit you and an unrivalled opportunity to develop through Build. Our approach to Belong means all colleagues have a voice, and feel heard and we can all work on the same side to achieve our goals.

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