National Operations Manager - Maison Marou Vietnam

About the position
The National Operations Manager will lead and scale Maison Marous nationwide operations, ensuring consistent excellence in quality, service, and customer experience. This role drives operational efficiency, team development, and business growth while upholding Marous standards and values, staying true to the heart of our bean-to-bar chocolate journey.

Responsibilities

Chain Operation Management

• Standardize operations to ensure consistent quality and service across all stores.
• Conduct site visits to evaluate performance and provide on-ground support.
• Implement systems to share best practices, innovations, and insights among store managers.
• Drive strategic planning for new store openings or relocations to ensure scalable processes.
• Collaborate with Design & Marketing to maintain cohesive brand standards in layout, signage, and customer experience.

Strategic Operations Management

• Develop and execute strategies to enhance quality, efficiency, and profitability.
• Work with the COO to achieve short-term and long-term operational goals.
• Establish and analyze KPIs to identify areas for improvement.

Ensure compliance with SOPs and company policies.

Customer Experience

• Collaborate with the Customer Experience Manager to deliver authentic, tailored customer experiences.
• Ensure consistent implementation of customer experience standards across all stores.
• Analyze customer feedback and implement operational improvements to enhance satisfaction.

Business Development

• Drive business growth by exploring opportunities in new cities, locations, concepts, and partnerships.

Contribute to the development and implementation of strategies that expand the brands market presence.

Cross-functional collaboration

• Coordinate with Finance on P&L management, pricing strategies, and performance reporting.
• Collaborate with Legal and Corporate Affairs to ensure compliance with regulations and company policies.
• Partner with QHSE (Quality, Health, Safety, Environment) to uphold safety standards and operational excellence.
• Partner with Corporate Sales, Expansion, and Marou International to drive business initiatives.
• Work closely with HR on staffing, training, and team development to meet operational goals.
• Collaborate with teams on building management, maintenance, and operational support.

Team Leadership and Development

• Lead, mentor, and supervise teams to maximize performance and efficiency.
• Conduct performance appraisals, provide feedback, and implement improvement plans.
• Foster a positive work environment by recognizing achievements and encouraging collaboration.

Ideal candidate trait

Mindset & Approach

• Resilient and Adaptive: Thrives in a fast-paced, growing environment, continuously improving operations to scale with business needs.
• Solution-Oriented: Proactively identifies challenges and implements practical solutions to drive efficiency and results.
• Detail-Oriented: Focuses on operational consistency and maintaining high standards across all locations.
• Collaborative: Works across teams to align on brand and operational excellence.

Technical Skills

• Multi-Site Operations Management: Standardizing processes and scaling operations effectively.
• Performance Measurement: Developing and analyzing KPIs to drive efficiency and profitability.
• Financial Acumen: Managing P&L, controlling costs, and improving margins.
• Operational Systems: Implementing SOPs and driving operational excellence.

General & Leadership Skills

• Communication Skills: Clearly conveys goals, expectations, and feedback, fostering open communication across teams.
• Change Management: Guides teams through growth, new systems, and process improvements while maintaining engagement and performance.
• Strategic Decision-Making: Balances short-term needs with long-term goals, ensuring operational strategies align with company vision.
• Team Development: Mentoring, coaching, and developing operational teams through regular performance evaluations and action plans.

Inspiring Leadership: Act as a role model, inspiring the team while embodying the values and mission of Marou to drive engagement and excellence.

Experience

• 8-10 years in multi-unit operations management, preferably in Premium/ Gourmet Retail or F&B industry
• Proven experience in scaling operations, new store openings, and SOP implementation.
• Strong P&L management and cost control to drive profitability.
• Ability to ensure consistent, high-quality customer experiences across all locations.
• Skilled in leading and developing large teams with a focus on performance and KPIs.
• Familiarity with ERP systems and operational tools to improve efficiency.
• Understanding or passion for artisanal products, especially bean-to-bar chocolate, is a plus.