Operations Manager

Salary: Competitive (dependent on experience)

Hours: Full-time, 45 hours per week (with flexibility required for site visits)

Holiday: 25 days plus bank holidays

About Us: Pan-n-Ice is the world’s most renowned ice roll company, revolutionizing the frozen dessert industry since we brought the Thai-inspired ice roll concept back to the UK in 2015. With millions of loyal followers across social media and a growing global presence, we are known for delivering joyful, interactive dessert experiences that bring people together. Our vibrant brand continues to capture the imagination of customers worldwide, combining creativity, fun, and a focus on quality.

As part of Pan-n-Ice, you’ll be joining a dynamic and forward-thinking company that thrives on innovation and excitement. We are passionate about creating unforgettable customer experiences, and as we expand, there are endless opportunities for growth and development within our fast-paced, exciting environment. This is more than just a job; it’s a chance to be part of something extraordinary.

Role Overview: We are looking for an ambitious, hands-on Operations Manager to oversee and grow the retail side of our business. This role is perfect for someone with a proven track record in hospitality or fast-paced retail environments. You will be responsible for ensuring smooth day-to-day operations across our current kiosks and contributing to our expansion plans by managing new store openings.

Key Responsibilities:

Retail Operations Management:

• Oversee operations across our existing retail kiosks, ensuring top-tier hygiene standards and product consistency.
• Act as a key point of contact for store managers, providing guidance and support to ensure operational excellence.
• Ensure all locations meet health and safety requirements and compliance regulations.

Team Leadership & Development:

• Recruit, train, and develop a high-performing team of retail staff to deliver exceptional customer experiences.
• Lead by example, offering hands-on support at kiosks when necessary.
• Foster a positive, “can-do” culture within your team, encouraging high performance and teamwork.

Growth & Expansion:

• Support the opening of new retail locations, managing operational setup, staff recruitment, and training.
• Collaborate with senior management to implement strategies for growth, streamline operations, and improve profitability.

Stock & Supply Chain Management:

• Oversee inventory management, ensuring that kiosks are fully stocked and managing supplier relationships.
• Implement stock control processes to minimize waste and optimize costs.

Financial & Performance Monitoring:

• Monitor kiosk performance, analyzing sales data and key metrics to drive improvement.
• Create reports for senior management on retail performance, and suggest areas for operational efficiency.

Customer Experience:

• Ensure all customers enjoy an outstanding experience by maintaining high service standards across all locations.
• Respond to customer feedback and implement improvements based on insights.



Key Skills & Qualifications:

• Minimum 3 years of management experience in hospitality or fast-paced retail environments.
• Proven ability to manage multiple locations and teams.
• Strong leadership skills with the ability to motivate and develop teams.
• Excellent communication and organizational skills.
• A hands-on approach and willingness to work on-site at kiosks regularly.
• Flexibility and problem-solving abilities to handle challenges as they arise.
• A "can-do" attitude, with a strong work ethic and willingness to get involved at every level of the business.
• Based in London, with the ability to travel between locations as needed.

Desirable:

• Experience in opening new retail locations.
• Full UK driving licence
• Knowledge of food hygiene standards and health and safety regulations.