Operations Manager

Pret Operations Manager

Reports to Head of Operations

Direct reports General Managers

Lead the day-to-day performance of Iceking’s Pret shops, delivering an excellent customer and team experience, consistent brand standards and sustainable sales and profit growth. Take ownership of operational performance through shop visits, coaching and effective follow-through, building managers who can lead their shops confidently and independently.

Work with the Head of Operations, franchisees, Pret and Iceking support teams to turn agreed business priorities into clear shop-level plans. Keep customers and teams at the heart of decisions and deliver improvements within agreed budgets, brand requirements and delegated authority.

● Own day-to-day operations, communication, project delivery and customer experience across the assigned Pret shops. Maintain a purposeful visit plan based on performance, risk and team needs, with clear actions and follow-up.

● Set and sustain the standard for clean, safe and well-presented shops throughout the trading day, with fresh food, consistent drink quality, product availability and fast, friendly service.

● Ensure shops follow Pret operating procedures and Iceking policies. Identify improvements and coordinate approved changes with the relevant teams, ensuring managers understand and embed them.

● Ensure effective food safety, allergen management, health and safety and security controls. Review audits, address risks promptly and verify that corrective actions prevent repeat issues.

● Own the end-to-end customer experience across shop and delivery channels. Resolve complaints promptly, identify root causes and use customer feedback and mystery shopper results to improve service.

● Ensure production, ordering, stock control and waste management meet demand and protect quality. Coordinate kitchen and shop teams, including production hubs and receiving shops where applicable.

● Deliver product launches, seasonal campaigns and promotions accurately and on time. Check readiness, team training, availability and execution, then review results.

● Escalate significant incidents, operational risks and barriers promptly to the Head of Operations, with clear facts, immediate actions and recommended solutions.

● Lead, coach and develop General Managers and Senior Managers. Set clear expectations, hold regular performance and development reviews, recognise success and address underperformance promptly with HR support.

● Build management capability and succession plans. Oversee recruitment, onboarding and training so each shop has the skills and leadership needed to trade effectively.

● Promote a fair, inclusive and supportive workplace. Act on team feedback, support wellbeing and a healthy work-life balance, and improve engagement and retention.

● Lead operational reviews and hold managers accountable for agreed outcomes. Ensure action plans have a named owner, deadline and measurable result; verify completion and sustained improvement.

● Deliver agreed sales and profit targets by managing sales, labour, cost of goods and overheads. Create and manage budgets, forecasts and shop P&Ls with the Head of Operations, franchisees and Finance.

● Analyse sales, transactions, customer, people and cost trends to identify opportunities. Turn findings into practical plans, prioritising shops that need support and sharing successful practices.

● Align staffing and schedules to demand, training and operational requirements. Improve productivity and control costs while protecting safety, product quality and customer service.

● Deliver the agreed Pret business strategy within Iceking. Explain the reasons for change, simplify ways of working and check that initiatives deliver the intended benefits.

● Work with Pret and Iceking teams on local marketing and growth opportunities. Lead the operational delivery of approved new shop openings and refurbishments, including staffing, training and readiness.

● Build effective relationships with Pret, HR, Finance, food and drink development and other support teams. Resolve recurring barriers, challenge constructively and represent Iceking and Pret positively.

● Manage concurrent projects, communicate progress and escalate risks and decisions that exceed delegated authority. Travel regularly to support shops and complete reasonable duties requested by the Head of Operations or senior leadership.

The Head of Operations will agree and communicate targets and review periods. Performance will be assessed against results, sustained improvement and the leadership behaviours in this profile. Measures will include:

● Commercial performance: sales and transaction growth, profit, labour productivity, cost of goods, waste and stock variances.

● Customer and operational performance: mystery shopper results, complaints, product availability, delivery performance, brand standards and safety audit results.

● People and execution: training completion, retention, management development and timely delivery of agreed actions and projects.

These behaviours describe how the Operations Manager is expected to lead within Iceking’s Pret business. They apply to everyday decisions, shop visits, performance conversations and working relationships.

Essential: Proven experience leading multiple food retail or hospitality sites; strong commercial judgement and P&L understanding; practical knowledge of food operations and safety; and evidence of improving results through coaching, analysis and effective follow-through. Strong communication, organisation, problem-solving and relationship-building skills are required.

Desirable: Experience of Pret or a comparable fresh-food business, franchise operations, production kitchens and new shop openings.

Pret Operations Manager

Reports to Head of Operations

Direct reports General Managers

Lead the day-to-day performance of Iceking’s Pret shops, delivering an excellent customer and team experience, consistent brand standards and sustainable sales and profit growth. Take ownership of operational performance through shop visits, coaching and effective follow-through, building managers who can lead their shops confidently and independently.

Work with the Head of Operations, franchisees, Pret and Iceking support teams to turn agreed business priorities into clear shop-level plans. Keep customers and teams at the heart of decisions and deliver improvements within agreed budgets, brand requirements and delegated authority.

● Own day-to-day operations, communication, project delivery and customer experience across the assigned Pret shops. Maintain a purposeful visit plan based on performance, risk and team needs, with clear actions and follow-up.

● Set and sustain the standard for clean, safe and well-presented shops throughout the trading day, with fresh food, consistent drink quality, product availability and fast, friendly service.

● Ensure shops follow Pret operating procedures and Iceking policies. Identify improvements and coordinate approved changes with the relevant teams, ensuring managers understand and embed them.

● Ensure effective food safety, allergen management, health and safety and security controls. Review audits, address risks promptly and verify that corrective actions prevent repeat issues.

● Own the end-to-end customer experience across shop and delivery channels. Resolve complaints promptly, identify root causes and use customer feedback and mystery shopper results to improve service.

● Ensure production, ordering, stock control and waste management meet demand and protect quality. Coordinate kitchen and shop teams, including production hubs and receiving shops where applicable.

● Deliver product launches, seasonal campaigns and promotions accurately and on time. Check readiness, team training, availability and execution, then review results.

● Escalate significant incidents, operational risks and barriers promptly to the Head of Operations, with clear facts, immediate actions and recommended solutions.

● Lead, coach and develop General Managers and Senior Managers. Set clear expectations, hold regular performance and development reviews, recognise success and address underperformance promptly with HR support.

● Build management capability and succession plans. Oversee recruitment, onboarding and training so each shop has the skills and leadership needed to trade effectively.

● Promote a fair, inclusive and supportive workplace. Act on team feedback, support wellbeing and a healthy work-life balance, and improve engagement and retention.

● Lead operational reviews and hold managers accountable for agreed outcomes. Ensure action plans have a named owner, deadline and measurable result; verify completion and sustained improvement.

● Deliver agreed sales and profit targets by managing sales, labour, cost of goods and overheads. Create and manage budgets, forecasts and shop P&Ls with the Head of Operations, franchisees and Finance.

● Analyse sales, transactions, customer, people and cost trends to identify opportunities. Turn findings into practical plans, prioritising shops that need support and sharing successful practices.

● Align staffing and schedules to demand, training and operational requirements. Improve productivity and control costs while protecting safety, product quality and customer service.

● Deliver the agreed Pret business strategy within Iceking. Explain the reasons for change, simplify ways of working and check that initiatives deliver the intended benefits.

● Work with Pret and Iceking teams on local marketing and growth opportunities. Lead the operational delivery of approved new shop openings and refurbishments, including staffing, training and readiness.

● Build effective relationships with Pret, HR, Finance, food and drink development and other support teams. Resolve recurring barriers, challenge constructively and represent Iceking and Pret positively.

● Manage concurrent projects, communicate progress and escalate risks and decisions that exceed delegated authority. Travel regularly to support shops and complete reasonable duties requested by the Head of Operations or senior leadership.

The Head of Operations will agree and communicate targets and review periods. Performance will be assessed against results, sustained improvement and the leadership behaviours in this profile. Measures will include:

● Commercial performance: sales and transaction growth, profit, labour productivity, cost of goods, waste and stock variances.

● Customer and operational performance: mystery shopper results, complaints, product availability, delivery performance, brand standards and safety audit results.

● People and execution: training completion, retention, management development and timely delivery of agreed actions and projects.

These behaviours describe how the Operations Manager is expected to lead within Iceking’s Pret business. They apply to everyday decisions, shop visits, performance conversations and working relationships.

Essential: Proven experience leading multiple food retail or hospitality sites; strong commercial judgement and P&L understanding; practical knowledge of food operations and safety; and evidence of improving results through coaching, analysis and effective follow-through. Strong communication, organisation, problem-solving and relationship-building skills are required.

Desirable: Experience of Pret or a comparable fresh-food business, franchise operations, production kitchens and new shop openings.