Deputy Retail Operations Manager – Fuel Station Network

Deputy Retail Operations Manager – Fuel Station Network

Department: Retail OperationsReports To: Retail Operations Manager / Head of RetailJob Level: Senior ManagementScope: All Fuel Station BranchesJob PurposeTo support the Retail Operations Manager in leading, managing, and controlling all fuel station operations across the network, ensuring operational excellence, sales growth, profitability, customer satisfaction, safety, regulatory compliance, and consistent implementation of company standards across all branches.The Deputy Retail Operations Manager acts as a key leader in coordinating branch managers, monitoring performance, resolving operational challenges, and ensuring that all fuel stations operate efficiently and in line with company policies and strategic objectives.Key Responsibilities1.

Network Operations ManagementOversee the daily operations of all fuel station branches and ensure consistent operational standards.Ensure all branches operate efficiently, safely, and in accordance with company procedures.Conduct regular site visits and operational audits to evaluate performance and compliance.Monitor station readiness, equipment availability, housekeeping, and service quality.Ensure operational issues are identified, escalated, and resolved promptly.Support the Retail Operations Manager in implementing operational strategies and business plans.2. Branch Management and LeadershipLead, supervise, and support branch managers and station supervisors across the network.Set clear operational expectations, targets, and performance standards for all branches.Monitor branch managers’ performance and hold them accountable for results.Develop leadership capabilities and ensure effective workforce management.Ensure adequate staffing, shift coverage, attendance control, and employee discipline.Promote teamwork, accountability, and a performance-driven culture.3. Sales Growth and ProfitabilityMonitor fuel sales volumes, non-fuel sales, revenue, and branch profitability.Identify opportunities to increase sales, improve customer retention, and maximize market share.Analyze sales trends and investigate underperforming stations.Implement corrective action plans to achieve monthly and annual targets.Monitor operating expenses and identify cost-saving opportunities without compromising safety or service quality.Support the development and execution of promotional activities and commercial initiatives.4. Fuel Stock and Inventory ControlEnsure accurate fuel stock monitoring, reconciliation, and reporting across all branches.Monitor fuel deliveries, tank measurements, pump readings, and stock variances.Investigate fuel losses, unexplained discrepancies, and suspected operational irregularities.Ensure proper inventory management for lubricants, convenience store products, and other retail merchandise.Coordinate with supply chain and logistics teams to maintain product availability and prevent stockouts.Ensure adherence to fuel handling, storage, and stock control procedures.5. Financial Control and Cash ManagementEnsure compliance with cash handling, shift closing, sales reconciliation, and deposit procedures.Monitor branch expenses, petty cash, payment transactions, and financial discrepancies.Review daily and monthly operational reports and ensure accurate reporting.Coordinate with Finance and Internal Audit to resolve financial irregularities.Strengthen internal controls and minimize losses, fraud risks, and revenue leakage.6. Health, Safety, Security, and Environment (HSSE)Ensure full compliance with fuel station safety regulations and company HSSE policies.Monitor fire safety equipment, emergency procedures, spill prevention, and hazardous material handling.Ensure regular safety inspections, employee training, and emergency preparedness drills.Investigate incidents, accidents, customer complaints, and safety violations.Ensure corrective and preventive actions are implemented within agreed timelines.Maintain compliance with applicable legal, environmental, and regulatory requirements.7. Customer Service and Brand StandardsEnsure excellent customer service and consistent customer experience across all branches.Monitor customer complaints, service quality, and customer satisfaction indicators.Ensure compliance with company branding, uniforms, station appearance, and merchandising standards.Introduce improvement initiatives to enhance customer loyalty and service delivery.Ensure all employees follow professional conduct and customer service procedures.8. Maintenance and Asset ManagementCoordinate with maintenance teams to ensure the availability and reliability of fuel pumps, tanks, POS systems, generators, and other station equipment.Monitor preventive maintenance schedules and ensure timely corrective maintenance.Follow up on equipment breakdowns and minimize operational downtime.Ensure proper utilization, protection, and maintenance of company assets.Coordinate with relevant departments regarding new station openings, renovations, and upgrades.9. Performance Monitoring and ReportingReview daily, weekly, and monthly branch performance reports.Track key performance indicators (KPIs), including sales, profitability, fuel losses, operating costs, safety, and customer satisfaction.Prepare performance summaries and management reports for the Retail Operations Manager.Identify performance gaps and implement corrective action plans.Benchmark branch performance and share best practices across the network.10. Cross-Functional CoordinationCoordinate with Finance, Human Resources, Supply Chain, Maintenance, HSSE, Marketing, and Internal Audit.Ensure effective communication between head office and branch teams.Support the implementation of company policies, operational systems, and process improvements.Participate in business reviews, operational planning, and strategic initiatives.Represent the Retail Operations Manager in operational matters when delegated.Key Performance Indicators (KPIs)Achievement of fuel sales volume and revenue targets.Growth in non-fuel sales and overall branch profitability.Reduction in fuel losses and stock variances.Compliance with operational and safety standards.Reduction in equipment downtime and service interruptions.Customer satisfaction and complaint resolution.Control of operating expenses and cash discrepancies.Completion of operational audits and corrective actions.Employee productivity, attendance, and retention.Branch performance improvement across the network.Qualifications and ExperienceBachelor’s degree in Business Administration, Management, Engineering, or a related field.Minimum 8–10 years of experience in retail operations, preferably within the fuel station or petroleum retail industry.At least 3 years of experience managing multiple branches or supervising a network of retail sites.Proven experience in team leadership, sales management, budgeting, stock control, and operational reporting.Strong knowledge of fuel station operations, HSSE requirements, and retail compliance standards.Experience using ERP systems, POS systems, and Microsoft Excel or other reporting tools.Required Skills and CompetenciesStrong leadership and people management.Multi-site operations management.Commercial awareness and business development.Financial analysis and cost control.Problem-solving and decision-making.Planning, organization, and execution.Communication, negotiation, and stakeholder management.Audit, compliance, and risk management.Ability to work under pressure and manage competing priorities.High integrity, accountability, and results orientation.