Retail Operations Manager

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. 
   

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.

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.

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.