Retail Regional Operations Manager

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!

If you are interested in joining our team, please email your CV to jobs@rcuk.com with the subject of “Retail Regional Operations Manager”