Operations Support Manager: North West (Manchester)

The Operations Support Manager (OSM) is integral to driving operational performance through the successful launch of and development of Punch pubs and its Publicans.

Working alongside the wider Punch team the OSM will manage the end to end launch process and deliver on and off-site Publican training within a specified geographical area.



  • Project manage the end to end launch process for new lets, assignments and investments
  • Introduce a robust traditional and digital marketing plan for every pub undergoing a launch to maximise revenue, footfall and return on investment
  • Achieve targeted volume, margin and training metrics
  • Take ownership for the pub launch budget and achieve the associated metrics
  • Review levels of pub and personal performance following launch and training events to identify strengths and opportunities to ensure future events can improve
  • Develop sales initiatives for each associated pub to maximise revenue and profit


  • Facilitate and deliver on and off-site Publican training utilising a variety of skills and knowledge to ensure delegates are fully engaged and learnings are transferred
  • Take ownership for the timely completion of all associated tasks
  • Adapt to strategic updates and operational changes with positivity and vigour
  • Stay abreast of industry trends to implement unique selling points in newly launched pubs to increase consumer interest and footfall
  • Deliver projects and initiatives within the agreed deadlines


  • Create, implement and develop a consumer offer which provides the best products and services in its geographical market place
  • Ensure all outlets demonstrate retail and operational excellence by achieving targeted mystery results
  • Provide a first class, professional service to Publicans and their teams
  • Alongside the Punch communications team develop and execute a traditional and digital pub PR plan to create awareness and interest
  • Coach Publicans and their teams to implement and maintain a market leading service offer
  • Identify training needs and provide solutions for Publicans and their teams


  • Establish a professional relationship with Publicans and their teams to ensure the business plan is executed to maximise the return on investment
  • Communicate effectively to all stakeholders to ensure transparency, awareness and clarity
  • Establish productive working relationships with the Punch team to deliver outstanding support and service to Punch Publicans
  • Provide professional and timely feedback to colleagues to improve or develop service and products
  • Act as a mentor and coach to new and existing team members

Key Relationships:
Operations Director
Operations Managers
Property Managers
Catering Development Managers
Learning & Development

Person Specification – Technical Competencies/Professional expertise:
A minimum of 5 years in a pub leadership role or 2 years in a field based role
Sound commercial and business acumen
Business development
Training qualification/accreditation
Computer literate – intermediate in Microsoft Word, Outlook and Power Point and advanced Excel
Project management
Full GB Driving Licence

Competitive Salary & Bonus Scheme
Company car or cash allowance
Pension Scheme
Private Medical Insurance – single cover

The closing date for applications is Wednesday 27th November 2019.

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