Head of Retail Operations at Sweet Sensations Confectionery Limited

Job Description

Sweet Sensations Confectionery Limited is hiring a senior-level Head of Retail Operations to lead and optimize customer-facing operations across multiple outlets in Lagos. This role is responsible for driving sales growth, operational excellence, service quality, and profitability across the retail network. The ideal candidate is a commercially driven, data-led operations leader with strong experience in high-volume QSR or retail environments and the ability to lead large, distributed teams to consistent performance.

Key Responsibilities
Retail Operations Leadership

• Lead and manage outlet operations to deliver sales, profitability, and customer experience targets.
• Oversee day-to-day execution across regions, ensuring adherence to brand standards, SOPs, and operational discipline.
• Conduct regular audits and site visits to close performance gaps and manage operational risks.

Cross-Functional Leadership & Collaboration

• Collaborate with Finance, Marketing, Supply Chain, and HR to align retail operations with organizational goals.
• Drive pricing inputs and support campaign execution, logistics coordination, and cost efficiency initiatives.
• Support digital innovation, new sales channels, and process automation across outlets.

Performance Management & Execution

• Design and implement performance management systems including KPIs, appraisals, coaching, and escalation frameworks.
• Drive outlet-level KPIs such as sales per outlet, transaction volume, labor ratio, and cost-to-sales metrics.
• Optimize staffing models, scheduling, and resource planning using data and demand cycles.

Strategic Sales & Growth Planning

• Develop and execute retail sales strategies across all locations.
• Lead outlet expansion projects including site selection, market surveys, relocations, and refurbishments.
• Track competitor activity, market shifts, and customer behavior trends to inform strategy.

Product & Experience Optimization

• Work with Product, Marketing, and R&D teams to optimize product mix per location based on sales data and local preferences.
• Champion customer-centric store layouts, service flow, and in-store experience improvements.
• Drive service excellence, resolve escalated customer issues, implement feedback-based improvements, and ensure compliance with health and safety standards.
• Utilize virtual operations tools and dashboards to improve visibility and decision-making speed.

Culture & People Development

• Build a culture of performance, discipline, and continuous improvement across retail operations.
• Partner with HR on recruitment, onboarding, training, and capability development for outlet teams and managers.
• Support succession planning and internal promotions through performance-based talent tracking.

Financial Oversight

• Review P&L performance per outlet to identify revenue growth opportunities, waste reduction, and inventory optimization.
• Co-develop budgets and forecasts and lead monthly performance reviews with clear accountability.

Qualifications & Experience

• Bachelor’s degree in Business, Hospitality, Operations Management, or a related field; MBA is an advantage.
• 8–12 years of experience in multi-unit QSR or food service operations, including 3–5 years in a senior leadership role.
• Proven experience managing P&L, executing growth strategies, and leading large operational teams.
• Strong understanding of retail performance drivers including product, people, pricing, process, and positioning.
• Proficiency with POS systems, inventory management tools, reporting platforms, and virtual operations tracking.
• Strong leadership, communication, and analytical skills with the ability to manage complexity.
• Willingness to travel frequently and work flexibly across multiple retail locations.

Key Performance Metrics

• Outlet sales growth and cost-to-sales ratios.
• Store profitability and shrinkage control.
• Operational compliance and audit outcomes.
• Customer satisfaction and retention metrics.
• Staff retention, leadership bench strength, and promotion rates.
• Successful store openings, refurbishments, and relocations.

Compensation & Benefits

• Competitive salary based on experience.
• HMO / medical coverage.
• Duty lunch.
• Paid annual leave and allowance.
• Transport, fuel, and communication allowances.
• Opportunity to play a key role in the growth and transformation of a leading QSR brand.

How to Apply
Interested and qualified candidates should send a CV using Head of Retail Operations as the subject of the email.