About the Role
General ManagerOverall PurposeThe Operations Manager is responsible for the strategic direction and day-to-day performance of a high-growth takeaway brand. This role will lead operations across multiple sites (or a flagship location), ensuring exceptional food quality, customer service, and commercial performance.You will drive revenue growth, operational efficiency, and brand consistency, while building high-performing teams and delivering an outstanding customer experience both in-store and via delivery platforms.As the central point of leadership on-site, you will oversee all operational functions including kitchen performance, front-of-house service, delivery operations, staffing, and local marketing initiatives.Key Responsibilities & AccountabilitiesLeadership & CultureLead, inspire, and develop on-site teams to deliver exceptional customer experiencesCreate a high-performance culture focused on speed, quality, and consistencyRecruit, train, and retain a strong team across kitchen and service functionsPromote a positive, inclusive, and accountable working environmentOperations ManagementOversee daily operations including food preparation, order fulfilment, and delivery coordinationEnsure all processes are efficient, scalable, and aligned with brand standardsMaintain high standards of food safety, hygiene, and compliance at all timesManage stock control, ordering, and waste reductionCommercial PerformanceDrive sales growth through operational excellence and local marketing initiativesMonitor KPIs including revenue, labour costs, food margins, and delivery performanceIdentify opportunities to improve profitability and implement cost-control measuresSupport new site openings and contribute to expansion strategy where requiredCustomer ExperienceEnsure a seamless and high-quality experience across in-store and delivery channelsMonitor customer feedback and implement improvements to service and productChampion a customer-first mindset across all team membersDelivery & TechnologyManage relationships with third-party delivery platforms (e.g., Uber Eats, Deliveroo, Just Eat)Optimise online presence, menu performance, and delivery timesEnsure smooth integration of systems and technology across operationsCompliance & StandardsEnsure full compliance with food safety regulations, health & safety, and licensing lawsConduct regular audits and maintain accurate recordsUphold brand standards across all touchpointsKey RelationshipsInternal: Senior Leadership Team, Marketing, Finance, HR External: Delivery partners, suppliers, local community, customersQualifications & ExperienceProven experience in a fast-paced takeaway, QSR, or hospitality environmentExperience managing teams and driving operational performanceStrong commercial awareness with experience managing budgets and KPIsExperience with delivery platforms and multi-channel food operations preferredTrack record of improving efficiency and customer satisfactionKey Skills & CompetenciesStrong leadership and people management skillsHighly organised with excellent attention to detailResults-driven with a proactive mindsetAbility to thrive under pressure in a fast-paced environmentStrong problem-solving and decision-making abilityExcellent communication skillsValues & BehavioursCustomer First: Deliver outstanding service every timeOwnership: Take responsibility and drive resultsTeamwork: Collaborate and support othersExcellence: Strive for continuous improvementInnovation: Embrace new ideas and ways of workingAdditional InformationThis role requires flexibility, including evenings and weekends, in line with business needs. The successful candidate will play a key role in scaling the business and shaping its operational future.