Operations Manager

Black Sheep Coffee Head Office

Manchester•£37,500 - £40,000 per annum •Full time

Job Title: Operations Manager - North Regions

Location: North of England (Manchester, Liverpool, Chester)

Reports to: Head of Operations

Employment Type: Full-time Permanent

Salary: £37,500 - £40,000 per annum


Role Overview

As an Operations Manager at Black Sheep Coffee, you will oversee a cluster of corporate stores, driving operational excellence, sales growth, and team performance. Reporting to the Head of Operations, you will play a pivotal role in delivering exceptional customer experiences, achieving key performance targets, and implementing strategic initiatives. This is an exciting opportunity to join a fast-growing company with a rewarding and dynamic culture, where your leadership will directly impact the success of Black Sheep Coffee in your region.


Key Responsibilities

1. Sales Growth & Performance

  • Develop tailored growth plans for each store, ensuring alignment with Black Sheep Coffee’s strategic goals.
  • Analyze individual store sales patterns and implement data-driven strategies to increase profitability.
  • Monitor local market trends and competitors, adapting plans to maintain a competitive edge.

2. Operational Excellence

  • Take full ownership of your area’s P&L, driving initiatives to optimize costs and maximize profitability.
  • Conduct regular site visits to audit compliance with Black Sheep Coffee’s operational standards, health & safety regulations, and brand guidelines.
  • Ensure all employees in your area achieve 100% completion of e-learning modules on Flow/Mapal, supporting their training and development.

3. People Leadership & Development

  • Lead, mentor, and develop Store Managers, fostering a culture of excellence and collaboration.
  • Drive team morale and engagement by valuing contributions, recognizing achievements, and creating an inclusive environment.
  • Partner with the Trainer allocated to your region to deliver in-store training and ensure all team members are equipped with the tools and knowledge to succeed.
  • Monitor and improve key People metrics, including retention, employee engagement, staff turnover, sickness, and absence records.

4. Customer Experience

  • Ensure every store delivers an exceptional customer experience, setting high standards for service and product quality.
  • Encourage teams to drive customer engagement through initiatives such as the Black Sheep app and loyalty schemes.
  • Promote a customer-first approach, ensuring satisfaction across all stores in your area.

5. Communication & Collaboration

  • Act as a key communicator between store teams and the leadership team, cascading updates and aligning goals.
  • Work closely with the Senior Operations Manager, who deputizes in the absence of the Head of Operations, to ensure consistency and smooth operations across your region.
  • Collaborate with cross-functional teams to support new product rollouts, marketing campaigns, and operational improvements.

6. Supporting Growth & Expansion

  • Support the successful onboarding of new stores, ensuring teams are equipped to deliver from day one.
  • Contribute to Black Sheep Coffee’s expansion plans, providing operational expertise for new openings in your area.


About You

  • Proven experience managing multiple locations within hospitality, retail, or QSR sectors.
  • Strong commercial acumen, with the ability to analyze data, manage budgets, and deliver financial targets.
  • Exceptional leadership and people management skills, with a track record of building and motivating high-performing teams.
  • Passionate about customer experience, operational excellence, and employee development.
  • Collaborative and proactive, with the ability to work effectively across teams and stakeholders.
  • Highly organized and adaptable, with the ability to manage multiple priorities in a fast-paced environment.
  • At least 2 years of experience in the specialty coffee or hospitality industry is essential.


Benefits:

  • Free coffee and hot drinks at any of our locations, plus 50% off food items.
  • Access to Wagesteam, offering a variety of high-street discounts.
  • 5% Interest on savings through Wagestream Build Pot.
  • Employee Assistance Programme (EAP) - Access to confidential counselling and advice
  • Wellness App through our EAP.
  • Pension plan through NEST pensions – 3% employer contribution.
  • Monthly pub drinks, biannual staff socials and a fully stocked drinks fridge.
  • Rapid career progression and development opportunities.


About Black Sheep Coffee…

Join the thriving team at Black Sheep Coffee, the rapidly expanding 4th largest coffee chain in the UK. With our sights set on further growth, this is an exciting opportunity to be part of our success story.

Since our establishment in 2013, we have captivated coffee lovers with our commitment to quality and innovation. As a testament to our dedication, we have risen to become one of the leading players in the UK coffee scene.

With our continuous expansion plans, there has never been a more exciting time to join us. As a member of our team, you will have the chance to contribute to our upward trajectory and be part of our ambitious journey towards shaping the future of the coffee industry.