Title: Retail Regional Operations Manager
Location: 92-94 Stamford Hill, London N16 6XS
Contract Type: Full-time, Permanent Probation: 6 months
Base Salary: Competitive salary plus Annual KPIs
Bonus: Up to 25% annual KPI-based bonus
Total Package: Competitive with strong performance incentives
About Rose Communications Group: Rose Communications Group is an Ofcom registered and expanding telecoms company. We have two brands under the RCG umbrella; Alfonica is our business division and RCUK is our consumer division. RCUK was established in 1999 as a phone and device rental business. Today we're a dynamic company offering bespoke communication solutions for both businesses and consumers, with a B2B team who travel across the UK to clients and three retail branches in London and Manchester.
About the Role
- Oversee the day-to-day operations of four retail branches.
- Ensure consistent, professional, customer focused service across all sites.
- Lead and support Branch Managers to maintain high operational standards.
- Drive staff performance and development across the region.
- Act as the operational lead, enabling the Head of Retail to focus on strategy and growth.
Key Responsibilities Operational Leadership
- Take full responsibility for day-to-day operations across all retail sites.
- Ensure all stores operate to consistent standards of efficiency, presentation, and professionalism.
- Identify operational challenges and implement timely, practical solutions.
- Conduct regular store visits to assess performance, customer experience, and operational standards.
Branch Manager Leadership
- Line-manage and develop Branch Managers, ensuring strong leadership at every location.
- Set clear expectations and promote accountability across the management team.
- Act as the primary escalation point for operational or staffing issues.
- Support managers in handling complex or sensitive staffing and customer situations.
Staffing & Workforce Planning
- Oversee staffing levels across all branches to ensure adequate coverage.
- Ensure Branch Managers produce effective rotas and manage holiday/sickness planning.
- Work collaboratively to maintain a motivated, reliable, and stable workforce.
Training & Development
- Ensure all retail staff receive consistent training on products, pricing, systems, and customer service standards.
- Lead structured onboarding for new hires.
- Identify and address training gaps across branches.
- Support the development of high-potential individuals and encourage internal progression.
Customer Experience
- Own the overall customer experience across the retail estate.
- Promote high service standards and ensure consistency between stores.
- Support the resolution of complex customer complaints and issues.
- Identify ways to improve the retail experience and customer journey.
Product Rollout & New Initiatives
- Work with the Head of Retail and Head of Product to introduce new offerings into stores.
- Ensure teams are operationally ready and fully trained on new initiatives.
- Oversee smooth and timely rollout across all locations.
Communication & Reporting
- Act as the key operational link between retail teams and senior leadership.
- Provide regular reporting on operational performance, staffing updates, customer insights, and improvement opportunities.
- Ensure strong communication flows across all levels of the retail organisation.
Skills & Experience Required
- Proven experience in retail/telecoms leadership or multi-site management.
- Strong track record in people management and team development.
- Experience managing managers or team leaders.
- Confident overseeing staffing structures, rotas, and day-to-day operations.
- Highly organised, with strong problem-solving abilities.
- Comfortable having difficult conversations and resolving operational challenges.
- Able to balance hands on store support with strategic leadership.
Personal Attributes
- Credible leader with strong presence and the ability to earn trust and respect.
- Calm, practical, and solutions-focused.
- Highly organised, reliable, and detail-oriented.
- Strong communicator capable of influencing and guiding multiple teams.
- Enjoys building structure, improving systems, and optimising operational performance.
What We Offer
- Competitive salary plus Annual KPIs
- Opportunity to play a key role in driving business growth
- A collaborative and dynamic working environment
Employee Benefit schemes:
- Healthcare plans
- Discounted Hardware, Mobile and Broadband
- Income Protection
- Life Assurance
- Holiday Advantage Schemes
- And many more!