Store Operations Manager

This is a field-based operational role, supporting stores across the North of England including Wales. The role focuses on delivering world-class Costa experiences and driving business growth by providing operational support and guidance to Regional and Store Managers.

What you’ll be doing

The Store Operations Manager will lead and deliver key projects that drive consistency and performance across all stores. Working closely with Store teams and Regional Managers, you will play a critical role in improving operational excellence, supporting new initiatives, and helping underperforming stores recover through insights, coaching, and hands-on guidance.

This is a hands-on field-based role with regular store visits, where you'll support and coach teams to meet Sim Trava and Costa brand standards and KPIs.

Operational Excellence

• Support stores in delivering excellence across all KPIs.
• Implement and embed Costa initiatives such as "More Cups More Often" and Brand Excellence manuals.
• Collaborate with Store and Regional Managers to drive consistency and continuous improvement.

Brand Standards & Improvement

• Support stores to exceed required pass rates in Costa Check Audits.
• Provide coaching, feedback, and action plans following Costa Check audits..
• Monitor performance and follow up with remedial action where required.
• Provide insights on NPS, customer complaints and feedback to drive improvements across the region.

Strategic Support

• Deliver operational workshops (e.g., summer and Christmas launches).
• Support strategic priorities within the region, working closely with the Regional Manager.
• Build a regular contact and review strategy with stores to support both performing and underperforming stores.

Coaching & Development

• Coach Store Managers to be self-sufficient in operational and brand delivery.
• Facilitate training on efficiency (RPRPRT), service, and brand standards.
• Encourage active use of MyCostaLearning to support team development.

New Store Openings & Renewals

• Partner with the NSO team to support openings and refurbishments.
• Guide new teams through setup and early-stage operations.
• Review performance and provide additional support post-opening.

Store Visits & Feedback

• Conduct regular visits to check Point of Sale, service and stock levels, store maintenance and overall brand delivery.
• Provide feedback and work with Regional Managers to address development areas.

A bit about you

Experience

• Multi-site retail or hospitality leadership experience
• Track record of improving underperforming stores
• Experience with audits, compliance, and brand standards
• Comfortable delivering training and coaching

Skills

• Strong coaching and feedback skills
• Operational know-how (efficiency, service, standards)
• Good with KPIs, audits, and customer metrics (e.g. NPS)
• Clear, confident communicator and influencer

Knowledge

• Familiar with Costa brand standards and initiatives
• Understanding of training systems (e.g. MyCostaLearning)
• Customer experience and complaint resolution

Attributes

• Hands-on, field-based approach
• Self-motivated, organised, and flexible
• Passionate about people and performance

A bit about us

Sim Trava is a business that truly puts people first. We believe in creating environments where teams thrive and we’re committed to doing things the right way. In this role, you’ll help shape our culture celebrate our amazing people.  We offer development opportunities, and the chance to make a real impact across the business