To have an insatiable appetite to deliver the best hospitality that UK pubs can offer. Our Fireside Head of Operations will inspire, build and sustain a team of high performing team Operations Managers. Alongside the Operations Director, the Head of Operations will build a culture of brilliant pub operations that deliver industry leading results through impeccable hospitality and 5* Management Partners (MPs). The Fireside Head of Operations will be fascinated with all things community and food experience, creating a legacy of the UKs best pub operations, loved by our MPs, Guests and Colleagues. Within the MP Division, the Head of Operations is the critical role for both cultural development of a new team and strategic input, leveraging on both operational technical expertise as well as their leadership capabilities. In our quest to become a 5* Pub Co, the Head of Operations role will be pivotal in building and sustaining practices that help both the Operations team and wider business grow and develop a 5* culture.
What’s in it for you?
Competitive salary
Performance Bonus
Car Allowance
Permanent contract
Field Based Role
25 Days, holidays, plus bank holidays and the option to buy and sell
Pension and life assurance
Single Healthcare option
Well-being benefits and Employee Assistance Programme
Retail and Leisure Discount Scheme
Pub Discount Scheme
Long Service Awards
Accountabilities:
Inspire, empower and develop a team of Operations Managers (OMs) alongside the Operations Director to manage the Fireside Division. This journey is as yet unmapped, so industry leading standards and knowledge is a key requirement of the role.
Co-develop and implement nationwide strategies to enhance guest and MP experience, sales and profitability, specifically targeting sales growth, margins, and costs.
Support the Operations Director in the delivery of the Fireside and MP strategic plans, inclusive of Partnership, Guest, Compliance, Pro-Active Sales, and Profit Conversion.
Take on operational leadership of projects, including managing complex cross-functional efforts to deliver key business outcomes aligned to the Fireside and MP growth strategies.
Direct line management of MP Operations Managers
Take ownership for both the operational performance results and determine areas of fix and solution.
Demonstrate strong financial acumen through strategic decision making in relation to recruitment, investment, and pub proposition.
Build a sales hungry culture through inspiring, challenging and supporting OMs to achieve the best possible proposition within each business.
Co-define a Fireside growth plan which excites and exceeds guest expectation with a razor-sharp focus on operational efficiency and effectiveness.
Analyse current operational processes and performance and recommend solutions for improvement. Drive accountability of OM team, through clear objectives, regular feedback, and direction, coupled with a culture of continuous improvement through completion of “Grow Your Talent” conversations.
Prevent operator failures by understanding performance and reacting quickly and proactively with business support to the appropriate operators, at the same time confronting poor performance early, not accepting mediocracy.
Enable and manage the attraction, recruitment, and development of 5* calibre MPs.
Set principles of selection for MPs to ensure they possess the necessary skills, experience, and attitude for success.
Be fanatical about guest journeys which deliver industry leading hospitality, ensuring high levels of standards are maintained.
Lead the delivery of the MP Lifecycle, Selection, Onboarding, Growth, Support and Business Improvement
Deliver operational excellence across all Pubs maintaining high standards across the operational basics.
Identify suitable opportunities for investment that will provide sustainable returns for both Punch and its MPs.
Lead the OM team to ensure the greatest value is extracted from the divisional capex plan in partnership with the property investment team.
Lead activity for OMs to build a talent pipeline of potential MPs via our ‘Pathway to Partnership’ programme.
Ensure the delivery of well-defined, structured onboarding plans for all new Management Partners, ensuring they have the tools, knowledge, and support to launch their pub effectively and set them up for success.
Accountable for ensuring all associated pubs are up to date with relevant legislation, regulation, and industry standards to enable a fully compliant business.
Reduce Operator failures by staying close to the reality of business and reacting quickly.
Demonstrate a willingness to embrace fresh ideas, overcoming internal and external barriers to deliver a premium service for Punch guests and MPs.
Proactively evaluate OM and Pub performance by analysing and interpreting data and metrics.
Engage with, support the delivery of and promote central training courses available to MP’s and their teams to further develop skills and knowledge.
Identify areas for improvement and development not afraid to think differently whilst not being afraid challenge procedures and processes for the benefit of Punch and our Pubs.
Exploit commercial opportunities to develop profit growth.
Maintain high professional standards and be an Ambassador for the MP division and the brand of Punch.
Communicate clearly and influence and persuade others to achieve a win-win for all parties.
Show high levels of enthusiasm and maintain energy and commitment in the face of setbacks and pressure.
Maximise efficiency and productivity through extensive process analysis and collaboration.
Utilise planning skills to identify actions and objectives and clearly articulate them to MP’s and stakeholders.
Be accountable for actions, projects and people, initiate action to generate activity.
Drive accountability through a clear supportive direction and with a focus to achieve more.
Demonstrate sound business decision-making through detailed research and analysis rather than intuition.
Motivate and engage Operations Managers and MPs through the high challenge, high support theory.
Priortise and effectively manage time and workload.
Actively seek to develop own professional development and industry knowledge.
Demonstrate the ability to communicate at all levels with passion, integrity and professionalism with credibility to influence and persuade
Demonstrate an ability to convert commercial awareness and understanding into making sound business decisions which enables profitable outcomes
Pre-empt issues or problems which are likely to occur and put permanent fixes in place
Deliver results without compromising company values and leadership behaviours.
Implement strategic goals into action plans ensuring accountabilities are clear and the team fully understands how their work impacts and contributes to the business.
Lead and demonstrate inclusive working behaviours with every field and support centre functions.
Work closely with the Development Division to deliver a smooth transfer of pubs and people, supporting them through each stage of the overall pub life cycle whilst achieving a targeted return on investment for Punch.
Work in conjunction with Operations Director, Property and Marketing teams to develop the Fireside concepts in areas such as property design, proposition, operation, and service.
Conduct regular scheduled team meetings and training to motivate the team for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.
Become an advocate of the Punch learning offer such as the ‘Progress with Punch induction Week’ and our PATHS learning programme.
Apply a conducive reward and recognition culture within your team and the wider business.
Technical Competencies / Professional Expertise:
Excellent interpersonal skills – with the ability to build strong relationships.
The ability to lead others through high challenge and support.
Delivers high standards of performance and delivery.
Develops and communicates a clear vision to succeed.
Resourceful and resilient
Demonstratable leadership skills
Ability to influence and negotiate effectively at board level.
Unwavering passion for pubs, food and people.
5 – 10 years’ experience in a customer facing multi-site management role.
Sound commercial and business acumen experience
Computer literate – intermediate in Microsoft office
Numerically competent with experience of Profit & Loss, cash flows and business accounts
Experience in Pub and/or Restaurant senior leadership role.
Degree level calibre
Full GB Driving Licence
Key Relationships:
Operations Director (Fireside / Locals)
Managing Director (MP)
Operations Managers (Fireside)
Management Partners (Pub Tenants)
HR Business Partner
Finance Business Partner
Property Team
Food Business Managers
Recruitment Managers
Marketing Managers (Fireside)
Investment Managers
Property Managers and Surveyors
We Believe In Thriving Together
Our business is rooted in partnership and shared success. We recognise excellent performance and celebrate personal wins. We are a business that empowers our People, Publicans and Management Partners to be the best they can be because by working together, we thrive together.
We Believe In Doing Well By Doing Good
It’s not only what you do, but how you do it that matters. At Punch, positive performance is driven by building trust through open communication and transparency and by putting the needs of people, planet and pub first.
We Believe In Pride In Our Stride
Our people are what make us. We encourage our Punch family to take pride in their differences, show up as themselves and be unafraid to make things happen and make their mark in the world.
We Believe In Delighting Every Guest
We’re passionate about hospitality and dedicated to creating exceptional guest experiences that matter. Working together to grow successful pubs, we provide unwavering support that empowers our Publicans and Management Partners to do their best work, ensuring the happiness of every guest.
Closing date: Sunday 3rd August 2025