Highlands Coffee ★ 4.2

Key Accountabilities:

Operations Communication (60%)

• Develop and disseminate Operations communications to ensure clarity, consistency, and engagement from OVH to the stores and among Operations departments.
• Foster strong relationships between Store Operations and OVH, facilitating effective communication and collaboration to align with operational goals.
• Develop and implement communication plans and processes that support operational initiatives, enhancing the flow of information across all levels of Operations and relevant stakeholders.
• Manages Operations communication channels, including but not limited to email, intranet, face-to-face and online channels.
• Regularly analyze and assess the effectiveness of communication processes and channels, identifying opportunities for improvements and making necessary adjustments, utilizing appropriate tools.
• Coordinate relevant Operations projects to ensure effective communication and collaboration.
• Coordinate weekly/ monthly/ quarterly communications across the Operations departments for timely updates.
• Collaborate with relevant teams to ensure a unified communication approach.
• Work closely with Marketing, Supply Chain and Operations teams to ensure that campaign communications are timely and effective.

Operational Support (20%)

• Provide support for operational activities, ensuring that all Operations teams are informed and aligned on key initiatives, updates, and procedures.
• Develop and deliver training programs to enhance communication skills within the Store Operations team, promoting a culture of open dialogue and feedback.
• Coordinate and support cross-functional projects and initiatives that impact Store Operations through collaborative efforts with various departments.

Reporting and Documentation (20%)

• Regularly report on communication plans and effectiveness to senior management.
• Use data and feedback to refine communication approaches and improve engagement.
• Ensure that all required standards, resource manuals, and guidelines remain up-to-date and accessible to all Operations employees.
• Collaborate with cross-functional teams to gather content and insights for communication materials & documentation.

Job Requirements:

Education/ Training Qualifications: Bachelor’s degree in Communications, Marketing, Business Administration, or a related field. Work Experience:

• At least 3-5 years of experience in internal communications, preferably within a retail or operations setting, or in Store operations.
• Proven track record of developing and executing successful communication plans and processes.

Knowledge of:

• Proven ability to develop and implement effective communication plans and processes.
• Proficiency in various communication tools and platforms (e.g., email, intranet, project management tools).
• Familiarity with retail operations and the dynamics of store environments.

Skills (Ability to):

• Strong written and verbal communication skills with the ability to tailor messaging to various audiences.
• Strong analytical skills to assess communication effectiveness and make data-driven improvements.
• Excellent interpersonal skills and the ability to build relationships across all levels of the organization.
• Ability to work in a fast-paced environment and manage multiple projects simultaneously.
• Capacity to stay updated with emerging trends in communication and implement best practices.
• Fluent in English written and verbal skills.
• Proficient in MS Office: Outlook, Word, Excel and Internet Explorer.

Working hours: as per business needs. Typically, 8am-5pm Mon-Friday.