The post holder is an integral role responsible for managing both the Front of House and Back of House retail operations whilst ensuring world class service is delivered and operational excellence is achieved. Please note: this role will require weekend and evening work, with opening and closing responsibilities. You will be responsible for:

Daily management of all operational activities; retail, experience, and F&B offerings
Ensure compliance in accordance with Diageo's global standards and policies
Ensuring excellent customer service standards are adhered to; escalation point for resolving customer issues as required
Coach, develop and mentor experienced operations team with clear purpose, personal accountability, and well-defined performance goals and processes
Identify individual team members' strengths and create developmental plans to prepare all for future growth.
Lead the implementation of new operational procedures and/or systems
Directly contribute to Malt Brand Home performance with a detailed understanding of KIP's and levers required to deliver.
Responsible for implementing the Retail Strategy
Priorities time on the shop floor; coaching and developing the team; and leading by example
Key holder, personal license holder and premise manager as required Recruitment & onboarding of staff
Direct line management responsibilities

2+ years' experience in a management/leadership/supervisory role
Strong desire to learn more about the whisky story, brand, and its characteristics
Be familiar with sales protocols and customer service procedures
Strong understanding and experience of inventory management
Be guided by a customer-first mindset; ability to understand and interpret consumer insights
Must be analytical, and possess good knowledge of budgeting processes and KPI management
Proven track record of achieving operational KPI, revenue, and profit targets
Proven experience managing teams and business units; be a true leader, acting as a role model for the team
Excellent communicator, both verbal and written, with the ability to influence at all levels of the organization
Results driven, with a desire to work in a fast-paced environment
Must have ability to prioritize and plan work activities in a timely and efficient manner
Ability to adapt to changes in the work environment, manage multiple work demands, and adjust to delays and unexpected events
Possess strong computer literacy skills
Proficient in Microsoft applications

Contemporary work life balance policies and wellbeing activities
Contributary pension scheme
Annual bonus (dependent on performance)
Share options
Generous holiday allowance
Product allowance