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.

Skills

Minimum Requirements

Education: Bachelor’s degree in Business Administration, Marketing, or a related field (MBA preferred).
Experience:
7–10 years of experience in food service and retail operations.
Proven success in managing restaurant, café, kiosk, or retail store operations.
Experience managing direct-to-consumer sales channels.
Strong exposure to store-level P&L management and cost control.
Languages: Fluency in English and Arabic is required.
Key Competencies:
Strong people leadership and team management skills
Data-driven decision-making with commercial acumen
Customer-focused mindset with strong stakeholder management
Ability to operate in a fast-paced, multi-site environment

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