Senior Retail Operations Manager - Excel London

Job Details

Senior Retail Operations Manager - Excel London | Full-Time / Permanent

£46,000 + excellent benefits including healthcare, wellbeing support, 23 days' annual leave plus bank holidays, life assurance, meals on duty, and more.

We're seeking a passionate Senior Retail Operations Manager to operate our retail catering outlets, and optimise the sales and profitability of each outlet at Excel London - one of Europe’s largest and most successful venues, hosting some 400 events per year!

We're looking for a specialised Restaurant or Retail Catering professional who can inspire and develop our team members enabling them to deliver a fantastic experience for our guests.

We are Levy

We are a visionary venue partner. We design and deliver bespoke guest experiences that prioritise people and the planet.

Trusted by some of the world's most iconic stadiums, entertainment venues, and major events - from Wimbledon and Twickenham to Tottenham Hotspur Stadium, Edgbaston, the SEC and Excel London we bring experiences to life with passion and precision.

Our mission is to succeed the right way. From pioneering tech and seamless operations to show-stopping menus and exceptional service, we use insight and innovation to understand guests, improve the customer journey, reduce environmental impact, and support local communities.

We are a passionate, diverse team of venue specialists dedicated to making the planet better for future generations.

Senior Retail Operations Manager - The role

Operations:

• Delivery of consistent and exceptional service standards to achieve and ideally exceed agreed unit targets and grow our reputation for legendary customer service.
• Regular monitoring and development of each outlet within your remit, ensuring that the ‘look and feel’, food quality and presentation, team members, stock and hygiene checks are all of exceptional standards.
• Ensure that all outlets are open on time, set to, and operate consistently high brand standards within defined area.
• Report maintenance issues.
• Follow all stock control requirements, ensure proper cash handling procedures are followed and investigate all cash discrepancies thoroughly.
• Share and act on client, customer and team member feedback continually.
• React to open or close due to continued busy periods.
• To ensure all paperwork is filled in and correct and returned to the correct department on a daily basis.
• To ensure that team leaders and staff are following correct food, health and safety policies as set out.
• To ensure that all team members are following the correct SOP in regards to cash handling. Always reporting any unacceptable till variances to the Retail Operations Manager.
• Act as duty manager in the absence of a Retail Operations Manager.

People:

• Responsible for the recruitment, retention and development of a core team of supervisors and frontline staff.
• Work closely with the Staffing and Recruitment team to manage and review staffing schedules ensuring correct number of people to optimise sales, deliver quality food and legendary experience within your remit.
• Use your great people management skills to develop frontline talent, manage those team members who need support to fulfil their potential and sustain a high level of team energy and engagement.
• Alongside the Retail Operations Manager, conduct regular appraisals, job chats and succession planning activity, based on the agreed result areas and KPI’s for your remit, to keep your teams focused on great food and hospitality.
• Own and deliver the training plan and activity within your remit.
• Ensure effective communication flows across your team and with your peers.
• Recognise and celebrate success.
• All HR compliance.

Financial & Business Development:

• Commercial management of all outlets within your remit, working closely with the Retail Operations Manager to deliver accurate and timely forecasts.
• Understand all operating costs associated with the outlets within your remit, working closely with the Retail Operations Manager to keep them in line with set targets.
• Regular liaison with the Retail Head Chef to ensure delivery of new menu initiatives and / or additions.

What we're looking for

• A natural ability to motivate and manage staff to deliver exceptional service delivery - previous experience at F&B management level
• Confidently able to manage a mixture of Restaurant and ‘Grab and Go’ retail catering outlets but with a lean towards Restaurant Management (we will need to adapt for In-Hall / grab and go)
• Likely to be working in a high street restaurant / pub environment and / or a major sporting or events venue
• Positive and passionate focus on food - a natural flare for hospitality
• Comfortable working within brand guidelines to deliver results
• Experience in fast pace food outlets
• Excellent communication skills
• Exudes confidence, energy and charisma
• Flexible and agile in approach
• Calm and structured approach

What you'll get in return

• Competitive salary with bonus and full company benefits
• 23 days' annual leave plus bank holidays, your birthday off, and a holiday purchase scheme
• Healthcare & wellbeing: Aviva Digicare, Medicash (dental, optical, therapy treatments)
• Mental health support: 24/7 Employee Assistance Programme
• Family benefits: Enhanced maternity, paternity, and adoption leave. 2 days? additional leave after returning from maternity leave, day off for your baby?s first birthday, enhanced family leave
• Perks & discounts: Shopping, entertainment, and travel discounts, 20% off Nuffield Health and 10% off PureGym memberships
• Financial wellbeing: Pension scheme, Life Assurance, preferred rates on salary finance products
• Development opportunities: Professional subscriptions, ongoing training and structured career pathways
• Meals on duty included

Why Join Us?

Levy UK & Ireland is part of Compass Group, the world's largest catering company, and a vibrant leader in hospitality.

We believe in celebrating individuality and building inclusive teams where everyone feels they belong. Our diverse team fuels creativity, innovation, and excellence.

We are proud to be an equal opportunities employer and welcome candidates from all backgrounds to join us in creating a supportive, empowering workplace where everyone can thrive.

Together, we create unforgettable experiences, and shape the future of hospitality.