Retail Operations Manager

SUMMARY:
RETAIL OPERATIONS MANAGER


The Retail Operations Manager plays a key strategic and operational role in driving performance across the company’s retail fuel network. Working closely with Area Managers and reporting to the Retail Director, this role ensures that retail sites operate efficiently, deliver excellent customer service, and achieve sales, compliance, and profitability targets.

POSITION INFO:
KEY TASKS AND RESPONSIBILITIES:

• Lead and support a team of 4 Area Managers in overseeing day-to-day operations across retail fuel sites to ensure smooth, safe, and compliant operations.
• Support and manage the Retail Support Officer to deliver outstanding performance.
• Monitor and analyse sales, margin, and volume performance across all sites. Identify underperforming retail sites and implement corrective action plans.
• Translate the Retail Director’s strategic objectives into operational plans and guide Area Managers in execution.
• Ensure all retail sites maintain brand, safety, health, environmental and quality (SHEQ)standards. Conduct regular audits and follow-ups.
• Drive initiatives to improve customer service and ensure consistent, high-quality customers interactions at all retail sites.
• Provide leadership and support to Area Managers, helping them grow their capabilities.
• Promote accountability and alignment with company values.
• Identify and implement operational efficiencies and cost-saving initiatives across the network.
• Assist with rollouts of new initiatives, systems, and infrastructure upgrades, coordinating between Retail Director, Area Managers, and relevant teams.
• Compile regular operational and performance reports for the Retail Director, providing insights and recommendations.

• Bachelor’s degree in business management, Retail, Operations, or a related field (preferred)
• 5+ years in a retail operations role, preferably within the fuel or FMCG sectors
• Experience managing multi-site operations
• Strong people management and stakeholder engagement skills

• Strategic thinking and execution
• Leadership and team development
• Analytical and financial acumen
• Strong understanding of retail operations and customer service
• Excellent communication and interpersonal skills
• Ability to work across diverse geographic areas