Retail & Café Operations Manager

Job Brief

We are looking for an experienced and hands-on Retail & Café Operations Manager to oversee the day-to-day operations of our retail store and café. The ideal candidate will be responsible for ensuring operational excellence across sales, customer service, inventory, procurement, food and beverage operations, staff management, financial performance, and compliance.

This role requires someone who thrives in a fast-paced environment, enjoys leading teams, solving operational challenges, improving processes, and delivering exceptional customer experiences while driving profitability.

Responsibilities

• Oversee the daily operations of both the retail store and café to ensure smooth and efficient service.

• Ensure all departments operate in accordance with company policies, standard operating procedures, and quality standards.

• Monitor daily sales, customer traffic, and operational performance, implementing strategies to improve revenue and profitability.

• Lead, supervise, train, and develop retail and café staff while fostering a positive, accountable, and customer-focused work environment.

• Prepare staff schedules and ensure adequate staffing levels to support business operations.

• Conduct performance reviews, provide coaching, and address employee performance and workplace concerns.

• Ensure exceptional customer service by resolving customer complaints promptly and implementing improvements based on customer feedback.

• Oversee inventory management for retail products, food ingredients, beverages, and operational supplies, ensuring stock accuracy and minimizing losses.

• Conduct routine stock counts and inventory audits while investigating and resolving inventory discrepancies.

• Coordinate procurement activities, maintain strong supplier relationships, negotiate pricing, and ensure timely replenishment of stock and supplies.

• Monitor operational expenses, food costs, wastage, and inventory shrinkage while identifying opportunities to improve cost efficiency.

• Ensure proper cash handling procedures and compliance with company financial controls.

• Maintain compliance with food safety, health and safety, and all applicable regulatory requirements.

• Ensure the retail store and café are clean, organized, well maintained, and consistently meet brand presentation standards.

• Analyze operational reports and key performance indicators to identify trends and recommend improvements.

• Collaborate with management on promotions, product launches, seasonal campaigns, and initiatives to drive customer engagement and sales.

• Identify operational challenges, implement process improvements, and ensure the business operates efficiently at all times.

• Prepare daily, weekly, and monthly reports on sales performance, inventory, staffing, customer satisfaction, and overall business performance.

• Perform any other duties assigned by management to support business operations.

Requirements

• Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or a related field.

• Minimum of 3 to 5 years of operations management experience in a retail store, café, restaurant, hospitality business, or similar customer-facing environment.

• Strong knowledge of retail operations, café operations, inventory management, and procurement.

• Proven ability to lead, motivate, and manage teams effectively.

• Strong understanding of sales management, business operations, and customer service excellence.

• Experience managing procurement and supplier relationships.

• Strong financial awareness, including budgeting, cost control, and expense management.

• Excellent leadership, communication, interpersonal, and problem-solving skills.

• Strong organizational and time management abilities with attention to detail.

• Proficiency in Microsoft Office applications, particularly Excel, and Google Workspace.

• Experience using POS systems and inventory management software is an added advantage.