General Manager

Overall Purpose

The Operations Manager is responsible for the strategic direction and day-to-day performance of a high-growth takeaway brand. This role will lead operations across multiple sites (or a flagship location), ensuring exceptional food quality, customer service, and commercial performance.

You will drive revenue growth, operational efficiency, and brand consistency, while building high-performing teams and delivering an outstanding customer experience both in-store and via delivery platforms.

As the central point of leadership on-site, you will oversee all operational functions including kitchen performance, front-of-house service, delivery operations, staffing, and local marketing initiatives.

Key Responsibilities & Accountabilities

Leadership & Culture

Lead, inspire, and develop on-site teams to deliver exceptional customer experiences
Create a high-performance culture focused on speed, quality, and consistency
Recruit, train, and retain a strong team across kitchen and service functions
Promote a positive, inclusive, and accountable working environment

Operations Management

Oversee daily operations including food preparation, order fulfilment, and delivery coordination
Ensure all processes are efficient, scalable, and aligned with brand standards
Maintain high standards of food safety, hygiene, and compliance at all times
Manage stock control, ordering, and waste reduction

Commercial Performance

Drive sales growth through operational excellence and local marketing initiatives
Monitor KPIs including revenue, labour costs, food margins, and delivery performance
Identify opportunities to improve profitability and implement cost-control measures
Support new site openings and contribute to expansion strategy where required

Customer Experience

Ensure a seamless and high-quality experience across in-store and delivery channels
Monitor customer feedback and implement improvements to service and product
Champion a customer-first mindset across all team members

Delivery & Technology

Manage relationships with third-party delivery platforms (e.g., Uber Eats, Deliveroo, Just Eat)
Optimise online presence, menu performance, and delivery times
Ensure smooth integration of systems and technology across operations

Compliance & Standards

Ensure full compliance with food safety regulations, health & safety, and licensing laws
Conduct regular audits and maintain accurate records
Uphold brand standards across all touchpoints

Key Relationships

Internal: Senior Leadership Team, Marketing, Finance, HR
External: Delivery partners, suppliers, local community, customers

Qualifications & Experience

Proven experience in a fast-paced takeaway, QSR, or hospitality environment
Experience managing teams and driving operational performance
Strong commercial awareness with experience managing budgets and KPIs
Experience with delivery platforms and multi-channel food operations preferred
Track record of improving efficiency and customer satisfaction

Key Skills & Competencies

Strong leadership and people management skills
Highly organised with excellent attention to detail
Results-driven with a proactive mindset
Ability to thrive under pressure in a fast-paced environment
Strong problem-solving and decision-making ability
Excellent communication skills

Values & Behaviours

Customer First: Deliver outstanding service every time
Ownership: Take responsibility and drive results
Teamwork: Collaborate and support others
Excellence: Strive for continuous improvement
Innovation: Embrace new ideas and ways of working

Additional Information

This role requires flexibility, including evenings and weekends, in line with business needs. The successful candidate will play a key role in scaling the business and shaping its operational future.