Retail Operations Manager

F&B and Retail Operations Manager – Kiosks & Gate Shops

Company

A well-established consumer-focused organization operating multiple food service and retail formats across Kuwait, with ongoing expansion across existing and new markets.

Role Overview

The F&B and Retail Operations Manager – Kiosks & Gate Shops is responsible for the end-to-end operational and commercial performance of food service kiosks and retail gate shops. The role leads multi-site operations, ensuring consistent execution, strong customer experience, sales growth, cost control, and operational excellence across all formats.

This position plays a critical role in translating business strategy into day-to-day execution, driving growth, efficiency, and profitability across direct-to-consumer channels.

Key Responsibilities

Operational & Commercial Management

• Oversee end-to-end operational and commercial performance of all kiosks and gate shops.
• Manage and grow direct-to-consumer channels including kiosks, retail outlets, gate shops, and new formats.
• Drive sales growth, margin improvement, profitability, and performance recovery initiatives.
• Ensure consistent execution of operational standards, SOPs, and brand guidelines across all locations.
• Control operating costs including labor, waste, and store-level expenses.

Sales Growth & Customer Experience

• Drive sales initiatives in coordination with Marketing, including promotions, product launches, menu engineering, and effective product ranging.
• Lead operational excellence initiatives to enhance customer experience and service quality.
• Ensure timely resolution of customer complaints and safeguard service standards across all outlets.
• Oversee the implementation of planograms to improve product availability and assortment.

Leadership & People Management

• Lead and manage multi-site operational teams, including store supervisors and frontline staff.
• Set clear performance targets, monitor productivity, and support team development.
• Build a high-performance, customer-focused culture across all locations.
• Be fully accountable for sales team performance, development, and engagement.

Stakeholder & Partner Management

• Act as the primary operational point of contact for external stakeholders including cooperatives, mall management, retail partners, and vendors.
• Manage relationships with suppliers, agencies, and service providers to ensure effective execution.
• Coordinate with internal functions including Sales, Marketing, Merchandising, Supply Chain, Finance, HR, and Procurement.

Expansion & Special Projects

• Support the planning, launch, and scaling of new kiosks and gate shops in existing and new markets.
• Lead operational planning and execution for events, pop-ups, seasonal activations, festivals, and exhibitions.
• Safeguard company assets and ensure proper use and control across all operations.

Compliance & Governance

• Ensure full compliance with health, safety, and regulatory requirements.
• Maintain high standards of operational discipline, reporting, and governance.