At WHSmith, our people are at the heart of everything we do.
The Operations Manager - Food by WHSmith leads, coaches and develops the team to deliver consistent operational performance across the estate.
Working in partnership with key stakeholders, the role builds workforce capability and supports team members to grow, while taking accountability for customer experience, sales and service, commercial outcomes and efficient business processes.
At the heart of this role is ensuing out stores trade in a Safe, Legal and Compliant manner at all times and deliver a consistently high standard customer proposition.
The role combines a people-first leadership approach with oversight of financial planning, procurement, stock control, reporting, workplace health and safety, food safety and policy compliance.
It builds productive relationships with employees, suppliers, hospital administrations, landlords and internal teams, using data and commercial insight to identify improvements, manage risk and support sustainable business performance.
What you will be doing
Leading, coaching and developing direct reports through regular one-to-one meetings, clear priorities, constructive feedback,
mentoring
and guidance.
Working with the People Team to
identify
development needs and deliver training programs that build capability across Food by WHSmith.
Setting clear annual performance and development goals, supporting career
growth
and developing succession plans to build
a strong team
for the future.
Leading the Food by WHSmith operation and delivering consistent performance across the estate.
Leader of effective process relating to stock control, recipe compliance and levers for margin delivery and growth.
Analysing
data to
monitor
performance,
identify
risks
and plan improvements.
Providing weekly and monthly reports to relevant stakeholders.
Liaising and negotiating with stakeholders to support customer satisfaction and building strong relationships with hospital administrations,



landlords,
suppliers
and internal teams.
Ensuring compliance with WHSmith and food-safety policies, procedures, ethical
standards
and the Code of Conduct.
Developing and implementing the business plan and
remaining
informed about developments that may affect future contracts.
Participating in annual budget submissions and taking accountability for the overall financial performance of the Food by WHSmith operation.
Maintaining workplace health and safety practices, supporting WHS
requirements
and advising employees on safe working practices.
Providing food-safety leadership and ensuring HACCP compliance.
Reviewing and developing strategies to
maintain
a high level
of customer satisfaction and building a strong partnership across Operations.
What we are looking for
A hands-on leader who works alongside teams, leads by
example
and coaches and develops people to deliver great service.
At least
5
years
' experience in a food
or l
arge-scale retail
environment
,
with
experience in contract catering
an advantage.
Experience leading busy, multi-outlet operations, with a strong focus on day-to-day service delivery, customer
satisfaction
and meeting client requirements.
Strong commercial capability and a sound understanding
of
profitable operations and
maximising
margin
.
Excellent communication and relationship-building skills, with the ability to engage teams and build solid partnerships with clients, hospital
administrations
and other stakeholders.
A practical, proactive approach to solving operational challenges, using performance data and feedback from teams and clients to improve service delivery.
Ability and willingness to travel to stores as
.
About us
At WHSmith, our Values are fundamental to who we are and what we do.
Living our values daily is how we achieve our purpose: to make every one of life's journeys better.
WHSmith is committed to an inclusive workplace where colleagues feel welcome and able to contribute at their best.

📌 Operations Manager (New South Wales)
🏢 WHSmith
📍 New South Wales