Head of Store Operations

As Head of Store Operations, you will lead the operational performance of Plain Vanilla stores, ensuring that every store consistently delivers the high standards of quality, hospitality and customer experience that define the Plain Vanilla brand.

Working closely with the CEO, Business Managers and cross-functional teams, you will oversee the systems, standards and operational disciplines that enable stores to perform consistently as the business grows. You will strengthen store operations through clear operating standards, practical training programmes, leadership development, operational audits and continuous improvement initiatives that support operational excellence across the organisation.

You will lead and develop our Business Managers, equipping them with the capability, confidence and support required to successfully lead their teams and operate their stores. Through regular coaching, operational reviews and store engagement, you will foster a culture of accountability, collaboration and continuous improvement while ensuring operational expectations are consistently understood and executed across all stores.

Beyond day-to-day operations, you will work closely with Brand, Central Kitchen, Human Resources (HR) and Finance to ensure operational priorities remain aligned across the business. You will identify opportunities to strengthen systems, simplify workflows and improve leadership capability, enabling the business to scale while preserving the quality, consistency and hospitality that define the Plain Vanilla experience.

Success in this role is measured not only by the consistency of operations, but also by the strength of the leaders you develop, the confidence and capability of our Business Managers, the guest experience delivered across all stores, and the continuous improvement of Plain Vanilla's operating standards.

Key Job Duties and Responsibilities

Operational Infrastructure & Systems Development

• Develop, maintain and continuously improve Standard Operating Procedures (SOPs) and operational standards across all Stores, Bar and Culinary.
• Maintain the Company's operational knowledge management system, ensuring SOPs, training resources and operational documentation remain accurate, accessible and up to date.
• Develop, maintain and continuously improve competency frameworks, certification pathways, training materials and operational knowledge resources to support consistent operational standards across all stores.
• Plan, facilitate and deliver operational training sessions for Business Managers and store teams, either directly or through members of the operations team, ensuring consistent adoption of operational standards and best practices.
• Oversee the Company's operational audit programme, including internal operational audits and mystery shopper assessments, ensuring findings are reviewed, communicated and followed through with Business Managers. 
• Review operational workflows and implement improvements that strengthen efficiency and consistency.
• Support the development and continuous improvement of procurement systems, inventory processes and operational readiness across all stores.
• Develop, prepare and manage the Weekly Store Broadcast, ensuring operational updates are accurate, relevant and distributed to Business Managers every Friday before the agreed deadline.

Store Operations Leadership

• Lead the operational performance of Plain Vanilla stores, ensuring stores consistently operate in accordance with the Company's operational standards and customer experience expectations.
• Partner with Business Managers to strengthen day-to-day operational execution, leadership capability and accountability across all stores.
• Conduct regular store visits to coach Business Managers and store teams, identify opportunities and provide practical feedback.
• Lead the operational readiness for new store openings, relocations and major operational initiatives, ensuring teams are trained, systems are in place and stores are fully prepared for successful launch.
• Foster a culture of ownership, accountability, collaboration and continuous improvement across all stores.

Business Manager Leadership & Capability Development

• Coach and develop Business Managers through regular performance and development discussions.
• Lead the Business Manager-in-Training programme and certification process.
• Lead the Business Manager performance review process, providing regular coaching, constructive feedback and development planning to strengthen leadership capability across all stores.
• Support succession planning and identify future operational leaders.
• Partner with HR on recruitment, onboarding and leadership development initiatives.
• Build a culture of coaching, learning and operational excellence.
• Encourage collaboration and knowledge sharing across the Business Manager community by promoting operational best practices and continuous learning.
• Support Business Managers in maintaining well-run stores by ensuring appropriate staffing, operational readiness and consistent execution of company standards.

Store Performance & Operational Excellence

• Monitor operational performance through store visits, audits and operational reporting.
• Review labour deployment, productivity and workforce planning with Business Managers.
• Improve cost discipline, labour utilisation and wastage management, in collaboration with Finance & CEO’s Office.
• Identify recurring operational issues and implement sustainable improvements.
• Support the successful implementation of operational initiatives and business priorities led by the CEO, ensuring consistent execution across all stores.

Customer Experience, Brand Standards & Food Safety

• Champion a culture of exceptional customer experience by supporting Business Managers in delivering consistent, warm and genuine hospitality across every Plain Vanilla store.
• Ensure consistent execution of Plain Vanilla brand standards.
• Support the resolution of customer feedback and service recovery initiatives.
• Maintain compliance with food safety, hygiene and workplace safety requirements.
• Partner with Brand and Central Kitchen to ensure consistent guest experience.
• Support the implementation and embedding of Plain Vanilla's Brand Model across all customer-facing operations, working closely with Brand to ensure consistent execution.

Cross Functional Collaboration

• Partner closely with the CEO to implement operational priorities and support the successful execution of company-wide initiatives across all stores.
• Collaborate closely with Brand, Human Resources, Finance and Central Kitchen to ensure operational priorities remain aligned across the organisation.
• Support the successful operational implementation of new products, campaigns and business initiatives across all stores.
• Conduct training and develop product knowledge for Business Managers and store teams to ensure consistent execution of new initiatives.
• Build collaborative relationships across support functions.

Communication & Governance

• Lead regular Business Manager meetings and operational briefings to communicate priorities, share operational updates and encourage collaboration across all stores.
• Prepare weekly operational communications and updates.
• Maintain operational documentation and governance processes.
• Monitor implementation of initiatives and follow through on agreed actions.

General

• Complete other duties and responsibilities as assigned by management.
• Support organisational projects and continuous improvement initiatives. 
• Uphold Plain Vanilla's values and leadership expectations.

Qualifications & Experience

• Bachelor's Degree or Diploma in Hospitality, Business, Operations Management or a related discipline.
• Minimum 8 years' experience in multi-site retail, hospitality or food & beverage operations, including at least 3 years leading managers across multiple locations.
• Demonstrated experience developing operational systems, Standard Operating Procedures (SOPs), training programmes and operational frameworks within a multi-site environment.
• Strong understanding of labour planning, inventory management and operational reporting.
• Excellent leadership, coaching and stakeholder management skills.
• Strong understanding of customer experience, operational excellence and multi-site team leadership within a retail or hospitality environment.

Success Traits

• Leads by example and sets high operational standards.
• Develops capable leaders through coaching and mentoring.
• Balances operational efficiency with exceptional customer experience.
• Collaborative, practical and solutions-oriented.
• Demonstrates ownership, integrity and accountability.
• Continuously seeks opportunities to improve people, processes and performance.

Performance Indicators

• Consistency of guest experience, service standards and brand execution across all stores.
• Growth in Business Manager capability, leadership effectiveness and succession readiness.
• Successful completion of operational audit programmes and implementation of agreed improvement actions.
• Labour productivity, operational efficiency and wastage reduction.
• Successful implementation and adoption of operational standards, training programmes and continuous improvement initiatives.