Job Title
Operations Manager – Retail (Marks & Spencer Partnership)
Location
Berkshire, Surrey, Oxfordshire.
Salary
£46,966.50
Hours
Flexible – including evenings and weekends as required
Contract Type
Full-time
Job Overview
Fantastic opportunity to join the Mitie and Marks & Spencer family! We are seeking a dynamic and results‑driven Operations Manager to oversee retail operations across multiple Marks & Spencer stores. This is a key leadership role responsible for delivering operational excellence, driving performance, and ensuring the highest standards of customer service, compliance, and security across all locations.
Responsibilities
- Provide leadership and operational oversight across multiple retail stores.
- Drive world‑class standards of customer service in line with Mitie and M&S values.
- Manage and support store teams, ensuring performance, engagement, and development.
- Monitor and improve operational performance against KPIs and SLAs.
- Ensure full compliance with company policies, procedures, and regulatory requirements.
- Oversee security operations, including loss prevention, incident management, and risk mitigation.
- Build strong relationships with key stakeholders, including M&S leadership teams.
- Conduct regular store visits, audits, and performance reviews.
- Lead investigations into incidents, stock loss, and operational issues, implementing preventative measures.
- Ensure effective resource planning, including staffing, scheduling, and contingency cover.
- Promote a positive culture focused on safety, accountability, and continuous improvement.
Health & Safety Responsibilities
- Ensure full compliance with all Mitie and Group Health & Safety policies.
- Promote a strong safety culture across all stores.
- Identify, assess, and mitigate risks within the operational environment.
- Ensure all incidents, hazards, and near misses are reported and investigated.
- Support training and development to ensure teams operate safely and effectively.
Qualifications & Experience
✅ Proven experience in an Operations Manager or similar leadership role within retail or security.
✅ Strong leadership and team management skills.
✅ Excellent communication and stakeholder management abilities.
✅ Results‑driven with a strong focus on performance and continuous improvement.
✅ Highly organised with strong attention to detail.
✅ Ability to work under pressure and manage multiple priorities.
✅ Commercial awareness and understanding of retail operations.
✅ Full UK driving licence and willingness to travel between sites.
Benefits
• M&S discount (20%)
• Pension
• Save As You Earn scheme
• Share Incentive Plans
• MiDeals
• Life Assurance
• Childcare Vouchers
EEO Statement
We are committed to ensuring our recruitment process is inclusive and accessible to all.
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