Overview
Retail Operations Manager Jobs in Sydney, New South Wales, Australia at Sonoma Bakery
Title: Retail Operations Manager
Company: Sonoma Bakery
Location: Sydney, New South Wales, Australia
The Opportunity
Sonoma has a clear opportunity to elevate its position as a premium retail destination by reinforcing a distinct, high-quality brand experience that differentiates it from standard bakery and café offerings. Central to this ambition is the seamless integration of bakery and coffee as a daily customer ritual—where product quality, atmosphere, and service come together to create a consistent and compelling reason for repeat visitation.
To achieve this, execution consistency is critical. Every touchpoint—from product presentation and freshness to service interactions and store environment—must reflect a unified premium standard across all locations. This consistency ensures that customers can trust the Sonoma experience regardless of where or when they engage with the brand.
Hospitality and coffee standards play a vital role in delivering this experience. Well-trained teams, attention to detail, and a strong coffee program are essential in elevating the perception of quality and reinforcing Sonoma’s premium positioning. These elements transform a transaction into a memorable experience.
Finally, the challenge—and opportunity—lies in scaling this premium experience without compromising craft. Maintaining artisanal quality, authenticity, and attention to detail while growing the business will be key to preserving brand integrity and sustaining long-term customer loyalty.
Purpose of the Role
This role exists to elevate operational execution standards across the Sonoma & Berkelo retail network.
The Retail Operations Manager is responsible for improving consistency, hospitality standards, coffee execution, retail discipline, training capability and store-level operational performance across all locations.
This role is not purely administrative. It is a hands-on operational leadership position focused on building repeatable premium retail standards at scale. Success in the role means customers experience:
• exceptional coffee
• consistent hospitality
• operational excellence
• strong product presentation
• premium execution
• seamless retail rhythm across every store, every day.
Key Areas of Responsibility
Retail Execution & Standards
• Drive consistent operational execution across all stores
• Implement and continuously improve retail operating standards
• Conduct structured operational and customer experience audits
• Identify execution gaps and lead corrective action plans
• Improve store readiness, cleanliness, presentation and workflow discipline
• Ensure stores operate with urgency, consistency and accountability
Coffee Program & Hospitality Standards
• Support and elevate the Sonoma & Berkelo coffee program across all locations
• Maintain coffee quality, recipe consistency and beverage standards
• Partner with coffee program suppliers, trainers and internal stakeholders to improve execution
• Coach teams on coffee workflow, customer interaction and service rhythm
• Ensure coffee quality supports Sonoma’s premium retail positioning
• Assist with coffee training, calibration and operational implementation
• Identify opportunities to improve beverage attachment and morning trade performance
Training & Capability Development
• Build operational capability across store leadership teams
• Support onboarding and development of Store Managers and FOH teams
• Deliver training across operational systems, hospitality standards and customer experience
• Reinforce accountability, ownership and execution discipline
• Help create scalable training systems and retail playbooks
Commercial & Operational Performance
• Support store-level sales growth through improved operational execution
• Identify opportunities to improve productivity, attachment rates and customer experience
• Monitor operational KPIs and identify underperformance trends
• Ensure stores maintain strong stock discipline and operational readiness
Customer Experience
• Champion a premium hospitality experience across all customer touchpoints
• Ensure bakery, coffee and service standards operate as one integrated experience
• Support stores in creating warm, high-energy and well-executed customer environments
• Drive consistency in service standards across the network
What Success Looks Like
Success in this role looks like:
• consistently high operational standards across all stores
• improved coffee & beverage innovation, execution and consistency
• stronger customer experience scores and feedback
• reduced operational inconsistency between sites
• improved store accountability and leadership capability
• better training execution and onboarding standards
• stronger attachment between coffee and bakery purchases
• stores operating with greater discipline, urgency and professionalism
The Type of Operator We’re Looking For
We are looking for a highly accountable hospitality and retail operator who thrives in high-standard environments.
The right person will combine:
• operational discipline
• hospitality instinct
• strong communication
• coffee appreciation
• coaching capability
• attention to detail
• pace and urgency
• commercial awareness
This role suits someone who enjoys customer interaction, raising standards, coaching teams and building operational consistency across a premium retail network.
Behavioural Expectations
• Leads by example
• Holds high standards consistently
• Comfortable giving and receiving direct feedback
• Operates with urgency and ownership
• Detail-oriented without losing commercial perspective
• Calm under pressure
• Protects customer experience standards
• Builds trust through action and consistency
• Strong follow-through and accountability
