Central Operations Manager
We Do Play Ltd
Total years of experience :15 years, 7 Months
Providing strategic leadership and oversight for the daily operations of the Flip Out and Putt Putt Noodle brands, encompassing multiple locations. Drive revenue growth and profitability by developing and implementing operational strategies to enhance efficiency, streamline processes, and improve customer experience, resulting in a combined gross annual revenue of £23 million.
Key Achievements
• Successfully led the opening of three new sites from initial build through to launch, ensuring seamless operations and outstanding customer experience.
• Recognized for exceptional performance with three promotions within a span of two years.
Key Responsibilities
• Onboarded, trained, and provided ongoing support to management teams for new sites, including company-owned and franchised locations.
• Maintained, reviewed, and enhanced the onboarding process and supporting documentation.
• Assisted in the development of systems and processes, including Jolt, G-Drive, and Roller.
• Worked closely with the central Regional Management team to drive continuous improvement of in-park processes and procedures.
• Facilitated the rollout of central systems and processes to franchised sites through effective communication and buy-in.
• Consolidated supply chains within the franchise network to leverage economies of scale and maximise rebate opportunities.
• Served as the primary point of contact for park management teams at franchised sites.
• Developed and nurtured a high-performance culture within the operational teams, leading to the achievement of commercial goals.
• Aligned product mix, operational software, and marketing campaigns to improve consistency and cohesion throughout the franchise network.
• Managed stakeholders at different levels within the franchise network hierarchy, including franchisees and park management teams.
Managed day-to-day operations of a £1.2 million turnover trampoline park, resulting in consistent growth and increased profitability.
Key Achievements
• Implemented strategic planning initiatives resulting in a year-on-year saving of +5% and improved EBITDA margins.
• Utilized shrewd strategic plans to improve monthly Mystery Shop scores from 63% to 87%, a remarkable increase of 38%.
Key Responsibilities
• Developed and executed growth strategies for seven sites with a combined annual turnover of £12 million, achieving consistent revenue growth.
• Reduced payroll budget by 15% through effective scheduling management and labour reallocation.
• Assisted the procurement team in identifying prospective Franchisees, closing sales, recruiting, and providing training and support for newly opening sites, both company-owned and franchised.
• Ensured compliance with company policies, operational guidelines, and health and safety regulations across all parks.
Headhunted to oversee the day-to-day operations of a £3.2 million turnover multilane bowling establishment, responsible for a team of 42 multi-skilled employees, 25+ arcade games, a bar, and a diner.
Key Achievements
• Significantly reduced staff turnover rate from 109% (2018) to 22% (2019), implementing effective employee engagement and retention strategies.
• Achieved a +3% payroll saving by enhancing hourly employee efficiency through targeted measures.
• Improved customer satisfaction score by an impressive 175% within a span of four months, elevating the overall customer experience.
Key Responsibilities
• Oversaw all departments, including bowling, F&B, amusements, reception, marketing, and sales, ensuring seamless operations and exceptional service delivery.
• Successfully revitalized the team, leading to a remarkable 41% increase in revenue and enhancing the overall performance of the centre.
• Played a key role in the formulation of forecasts and budgets, overseeing the accounts department to ensure accurate financial planning and tracking.
• Managed stakeholders across different levels within the franchise network hierarchy, fostering effective communication and collaboration.
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