National Operations Manager at Clicks Group

Introduction

• We are looking to recruit a National Operations Manager to oversee all brands of Sorbet Stores nationally. The role will be based in the Sorbet Offices in Woodmead and will report to the Managing Executive: Franchising.

Job Description
The role involves overseeing the groups operational policies and procedures to deliver an exceptional guest experience as well as to assume operational accountability for the growth, development, and success of the franchisee network.

• Development and implementation of Operations Strategy, plans, cycles, and campaigns which align with the overall Group and Brands strategies.
• Preparation and management of annual turnover and operating budgets.
• Accountable for the recruitment and selection of all franchise partners.
• Drive the management and growth of corporate stores in line with turnover and profitability budgets
• Drive Quality Assurance projects and audits as well as performance standards control via the regional team
• Improve the company’s operating capabilities to surpass guest and franchisee satisfaction and retention
• Accountable for all change of Franchise partners hands, new store roll outs and closures.
• Support rental negotiations with landlords and franchise partners
• Responsible for achievement of national operational standards ratings
• Responsible for full implementation of all National, regional and locality marketing programmes
• Responsible for development and implementation of franchisee best operating practice financial benchmarks
• Satisfactorily manage and report on customer queries and expectations via the customer service department.
• Introduce strategic and tactical initiatives throughout the group to ensure guest satisfaction with the Sorbet brand
• Manage, host and co-ordinate and attend regional and national franchisee meetings.
• Plays a key role with regards to new product, technology, store development and revamp design interventions.
• Works closely with the New Business to drive growth and development of the stores and expansion into SADC
• Responsible for implementation of all IT enhancement projects with Franchise Partners.
• Identifying and implementing the ongoing training and development of all citizens and Franchise Partners
• Managing and maintaining strong relationships with the key strategic partners that support operational processes
• Manage store revamp/upgrade programme in line with contractual arrangements with Franchise Partners
• Develop and implement key management reports and store reports to achieve the financial objectives
• Develop the strategic plan of the Group

Minimum Requirements
Job Knowledge

• Financial Management
• Change Management
• Retail Management
• Risk management
• Relevant labour legislation
• Human Resource Management
• Project management
• Conflict handling

Job Related Skills

• Commercial and Entrepreneurial Awareness
• Communication Skills
• Interpersonal Skills
• Analytical Skills
• Decision-Making Skills
• Able to motivate people
• Persuading Skills

Experience And Education

• Must be in possession of a suitable tertiary qualification preferably a bachelor’s degree.
• Must have a minimum of 5-7 years previous management experience as well as experience in the leadership of a large and diverse team within the Retail and Beauty or Food Service industry.
• Strong track record of success in the franchising industry and management of corporate stores.
• Strong track record of successfully delivering growth and profitability for brands
• Strong track record of building relationships and stakeholder engagement across departments
• Sales orientation and management of budgets

Competencies

• Leading and Supervising
• Entrepreneurial and Commercial Thinking
• Persuading and Influencing
• Deciding and Initiating Action
• Presenting and Communicating Information
• Analysing
• Planning and Organising
• Delivering Results and Meeting Customer Expectations
• Coping with Pressures and Setbacks