Head of Operations

Reports to : Global Operations & Development Director

Department : Operations

Employment Type : Full-time

Salary : Up to £60,000 per annum depending on experience

Role Overview

Black Sheep Coffee is seeking an experienced and driven Head of Operations to lead our corporate store operations in the UK. As the operational leader for corporate locations, you will ensure outstanding customer experiences, drive operational excellence, and deliver on key performance targets across your portfolio.

This role focuses on optimizing store performance, mentoring and developing a team of Operations Managers, and aligning day-to-day operations with Black Sheep Coffee’s strategic objectives. With a hands-on approach, you will support store teams in achieving sales growth, maintaining operational standards, and fostering a culture of teamwork and innovation.

Key Responsibilities

1. Operations Leadership

• Lead, manage and develop a team of Operations Managers, ensuring they deliver exceptional performance and support for their clusters of stores.
• Oversee the operational performance of corporate stores, ensuring they achieve sales, profitability, and customer satisfaction targets.
• Develop and implement scalable operational processes and tools to drive efficiency and consistency across locations.

2. Team Development & Engagement

• Mentor, inspire, and empower your team to foster a culture of excellence, accountability, and continuous improvement.
• Drive succession planning and professional development for Operations Managers and store-level leaders.
• Champion team morale and engagement, ensuring alignment with Black Sheep Coffee’s "One Team, One Dream" values.
• Own the P&L for corporate stores, analysing performance metrics and implementing strategies to optimize profitability and sales.
• Understand individual store sales patterns and develop tailored growth plans for each location.
• Keep informed of local market trends and competitors, leveraging insights to drive proactive and strategic responses.

4. Operational Standards & Customer Experience

• Ensure all corporate stores adhere to Black Sheep Coffee’s operational standards and deliver exceptional customer experiences.
• Conduct regular store visits to audit operations, health & safety compliance, and customer service.
• Support the implementation of new initiatives and tools designed to improve store efficiency and team effectiveness.
• Act as the central point of communication between corporate stores and cross-functional teams, ensuring alignment on business objectives.
• Work closely with the Category & Product team to support product launches and campaigns within corporate stores.
• Partner with the Learning & Development team to ensure operational teams receive training aligned with business goals.
• Business Partner with the People Team to review best practice across the shops whilst working together on shared metrics.
• Collaborate with data and finance departments to keep on budget and maintain up to date statistics.
• Build strong relationship with landlords and airport partners

6. Strategic Growth

• Support Black Sheep Coffee’s expansion plans by contributing to the successful opening and onboarding of new corporate stores.
• Collaborate with the leadership team to develop and execute strategies that align with the company’s overall growth objectives.

About You

• Proven experience in senior operations roles within hospitality, retail, or QSR sectors, managing multiple locations.
• Strong leadership skills with a track record of building and mentoring high-performing teams.
• Excellent commercial acumen, with the ability to manage budgets, analyze data, and deliver against financial targets.
• Exceptional communication and interpersonal skills, fostering collaboration across teams and stakeholders.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Passionate about delivering outstanding customer experiences and driving operational excellence.
• Flexible and solution-oriented, with a proactive approach to overcoming challenges.
• Adapt quickly and thrive through change.
• Annual discretionary bonus of up to 15% of the previous year's earnings.
• Free monthly coffee allowance at all of our locations, plus discounted food.
• Access to Stream, offering a wide range of high street discounts.
• Earn up to 5% interest on savings through the Stream Build Pot.
• Employee Assistance Programme (EAP), providing confidential counselling and wellbeing support.
• Quarterly take-home coffee allowance (pods, beans or ground coffee).
• NEST pension scheme with a 3% employer contribution.
• Free daily breakfast, snacks and access to a commercial coffee machine in the office.
• Monthly team drinks, biannual staff socials and a fully stocked office drinks fridge.
• Rapid career progression and ongoing development opportunities.
• Long service awards to recognise key career milestones.

About Black Sheep Coffee…

Join the thriving team at Black Sheep Coffee, the rapidly expanding 4th largest coffee chain in the UK. With our sights set on further growth, this is an exciting opportunity to be part of our success story.

Since our establishment in 2013, we have captivated coffee lovers with our commitment to quality and innovation. As a testament to our dedication, we have risen to become one of the leading players in the UK coffee scene.

With our continuous expansion plans, there has never been a more exciting time to join us. As a member of our team, you will have the chance to contribute to our upward trajectory and be part of our ambitious journey towards shaping the future of the coffee industry.

We foster a dynamic and collaborative work environment where your ideas are valued, and your professional growth is encouraged. With a strong emphasis on teamwork and a passion for excellence, we provide a supportive platform for you to thrive and make a meaningful impact.

Don't miss the opportunity to be part of a rapidly growing company that values innovation, quality, and the power of exceptional coffee. Join Black Sheep Coffee today and embark on a rewarding career that offers unlimited potential.

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