Job Purpose and Mission

Our aspiration is to deliver meaningful connections over coffee as the most loved coffee brand in EMEA. This requires us to deliver a consistent and elevated experience in every cup, in every Starbucks café across the region. 

This role is accountable for defining and delivering our EMEA operations vision, strategy, programs to elevate retail operations across the region and deliver the Starbucks experience consistently for our customers and partners, in service of our company owned and licensed business model spanning 40+ markets.

This role stewards our Mission and Values and brand expectations leading EMEA operations services and field operations plans, programs and teams, delivering excellence in our operations, and ensuring compliance with Starbucks standards and agreements.

This leader works cross functionally and is a key business partner to GM’s, market leaders and PRO to ensure operations programs and initiatives seamlessly meet current and future market needs. This partner leads by example as a world class licensor, navigating complexity to find the perfect balance to ensure growth for both.

Summary of Key Responsibilities        

• Leads the design, development & deployment of the EMEA operations strategic direction, delivering against the operations needs for our green apron partners, stores and business owners. Ensures continual improvement and designs plans and programs which will be relevant for the years ahead. Implements company programmes, procedures, methods, and practices successfully to deliver consistently the Starbucks experience across markets and achieve competitive advantage.
• Leads the execution of store operational excellence across the region, through leadership, building team and capability. Role models and inspires others to deliver operational excellence by achieving results, living our Mission and Values and helping others succeed. Works in partnership with key business units to ensuring that operational excellence mindset and capability is at the heart of our work driving consistent improvements.        
• Leads the operations services strategy, programs and team. Develops, evolves and implements operational standards, tools, processes, guidelines and systems. Works with a growth for both mindset, ensuring work is in service of both Starbucks brand and the business owner, driving retail integration, consistency and aligned timing across all ownership models.
• Leads the field operations strategy, programs and team, to build influence and consult licensee operations leader capability to bring the Starbucks Experience to life through execution of the Ops Excellence Leadership Approaches across markets and ownership models. Supports the team as ops leaders in the licensee leadership teams to drive successful business development and ensuring adoption and execution of Starbucks programs, projects and initiatives. 
• Measures effectiveness and efficiency of operational programs and processes both internally and externally and finds ways to improve. Sets direction and oversees the leadership, management and insights of a Retail Measurement System. 
• Sets and manages the central operations budget and contributes to the development of the EMEA Annual Operating Plan. Uses the Strategic Plan and AOP to build and influence others in the creation of operational plans business cases that enable our business partners and markets to grow, meet and exceed Starbucks standards
• A cross functional enterprise business leader who works closely with GMs and functional leaders to align priorities and resources ensuring a collaborative and aligned approach for the rollout of activities. Provides insight and decision making for improvements in trading performance and business KPIs. A world class licensor leader with a “growth for both” mindset, ensuring the teams are skilled and organised to deliver against our World Class Licensor remit. 
• A networker and influencer across functions and regions to identify best practices and tools to adjust and adopt, opportunities to scale and include in future work design. Works with Starbucks international function counterparts to assess ideas/initiatives that can be adopted to drive business performance. Uses these relationships to help influence inclusion of EMEA in international/US work wherever appropriate. Leads, influences, develops and trials operational transformation projects working with the international team and market operators, before preparing for implementation and sustainment.    

Key Job Dimensions & Scope of Role

• Strategic development of the retail operations strategy to delver the Starbucks Experience with excellence
• Partner, influencer, stakeholder and collaborator
• Well versed in strategic planning, financial analysis and cross-functional project management
• Strong communication, networking and influencing skills
• Cultural intelligence skills to effectively navigate regional nuances and norms
• Ability to lead a high-performing team to build future talented leaders 
• Identifies, builds and evolves capabilities in the central operations team to enable future readiness
• Ability to build close, trusted, effective working relationships with GMs and functional leaders 
• Flexibility in working hours will be required depending on the business need.
• Travel will be required for this role across the EMEA region and on occasions globally

Knowledge, Skills and Experience

• 15+ years of progressive operational leadership experience at Starbucks or our licensees 
• Well versed in strategic planning, financial analysis and cross-functional project management
• Exceptional influencing, communication, relationship building and networking skills
• People leader
• Cultural intelligence skills and diverse market experience
• Strong business acumen, balancing the needs to of diverse business requirements with different priorities.
• Solid understanding and exposure to running a licensed-driven business 
• Demonstrates flexibility and adapt to market conditions, navigates through ambiguity in a complex and matrixed organisation.