General Manager
Overall Purpose
The 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 & Accountabilities
Leadership & Culture
- Lead, inspire, and develop on-site teams to deliver exceptional customer experiences
- Create a high-performance culture focused on speed, quality, and consistency
- Recruit, train, and retain a strong team across kitchen and service functions
- Promote a positive, inclusive, and accountable working environment
Operations Management
- Oversee daily operations including food preparation, order fulfilment, and delivery coordination
- Ensure all processes are efficient, scalable, and aligned with brand standards
- Maintain high standards of food safety, hygiene, and compliance at all times
- Manage stock control, ordering, and waste reduction
Commercial Performance
- Drive sales growth through operational excellence and local marketing initiatives
- Monitor KPIs including revenue, labour costs, food margins, and delivery performance
- Identify opportunities to improve profitability and implement cost-control measures
- Support new site openings and contribute to expansion strategy where required
Customer Experience
- Ensure a seamless and high-quality experience across in-store and delivery channels
- Monitor customer feedback and implement improvements to service and product
- Champion a customer-first mindset across all team members
Delivery & Technology
- Manage relationships with third-party delivery platforms (e.g., Uber Eats, Deliveroo, Just Eat)
- Optimise online presence, menu performance, and delivery times
- Ensure smooth integration of systems and technology across operations
Compliance & Standards
- Ensure full compliance with food safety regulations, health & safety, and licensing laws
- Conduct regular audits and maintain accurate records
- Uphold brand standards across all touchpoints
Key Relationships
Internal: Senior Leadership Team, Marketing, Finance, HRExternal: Delivery partners, suppliers, local community, customers
Qualifications & Experience
- Proven experience in a fast-paced takeaway, QSR, or hospitality environment
- Experience managing teams and driving operational performance
- Strong commercial awareness with experience managing budgets and KPIs
- Experience with delivery platforms and multi-channel food operations preferred
- Track record of improving efficiency and customer satisfaction
Key Skills & Competencies
- Strong leadership and people management skills
- Highly organised with excellent attention to detail
- Results-driven with a proactive mindset
- Ability to thrive under pressure in a fast-paced environment
- Strong problem-solving and decision-making ability
Values & Behaviours
- Customer First: Deliver outstanding service every time
- Ownership: Take responsibility and drive results
- Teamwork: Collaborate and support others
- Excellence: Strive for continuous improvement
- Innovation: Embrace new ideas and ways of working
Additional Information
This 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.
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