Highlands Coffee ★ 3.9

Mô tả Công việc

The Operations Communication Manager is responsible for bridging the communication gap between the Support Center (Overhead) and stores, as well as across Operations departments, to ensure alignment with company objectives. This role oversees internal communications to ensure they are clear, structured, and engaging. By enabling effective communication, it supports the execution of strategic initiatives, campaigns, and operational priorities, ensuring store teams are well-informed and operationally prepared. The role also leads communication planning, content development, cross-functional coordination, and supports the rollout of SOPs and training materials to drive operational excellence nationwide.

Operations Communication

· Act as the primary liaison between Store Operations and OVH, ensuring timely, clear and accurate information flow of information across all operational levels.

· Lead the planning, development, and execution of internal communications that support operational priorities, including campaigns, SOP rollouts, and new initiatives.

· Translate corporate initiatives and functional updates into clear, actionable communications for stores, ensuring alignment, clarity, and operational readiness.

· Coordinate with cross-functional teams (e.g., Marketing, Supply Chain, HR) to deliver integrated communications and ensure operational readiness for product launches, promotions, and key initiatives — including store preparedness in terms of materials, inventory, equipment, and training.

· Proactively clarify incoming information from OVH by engaging relevant Operations stakeholders to ensure full operational context before cascading to the stores.

· Establish a structured feedback loop to collect and consolidate store-level input, escalate recurring issues, and collaborate with cross-functional teams to drive resolution.

· Regularly assess the effectiveness of communication processes and tools, using performance data and store feedback to streamline communication workflows and implement improvements.

· Collaborate with relevant departments to ensure a consistent tone, style, and approach in operations-related communication.

· Lead initiatives to elevate communication standards and practices across the Operations function.

· Manage weekly updates across Operations to ensure timely, concise, and aligned messaging.

· Oversee the communication aspects of campaigns, including but not limited to Vibes, Email, and Zenput.

Operational Support

· Provide support for operational activities, ensuring that all Operations teams are informed and aligned on key initiatives, updates, and procedures.

· Contribute to the development, coordination, and effective rollout of SOPs and training materials to promote consistent understanding and execution across all stores.

· 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

· Track and report on the effectiveness of communications and operational readiness using data from campaign reviews, engagement analytics, and store feedback.

· Consolidate insights to continuously improve communication content, timing, and channel strategy in alignment with store needs and execution performance.

· 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.

Yêu Cầu Công Việc

Education/ Training Qualifications

·     Bachelor’s degree in Communications, Marketing, Business Administration, or a related field.

Work Experience

·     05+ years of experience in operations, internal communications, or project coordination, preferably within a retail or operations setting.

·     Proven track record in planning and executing communications that support operational initiatives.

Knowledge of:

·     Proven ability to develop and implement effective communication plans and processes.

·     Familiarity with communication and collaboration tools (e.g., Microsoft Office, Vibes, Zenput, project tracking tools).

·     Familiarity with retail operations and the dynamics of store environments is a plus.

Skills (Ability to):

·     Strong written and verbal communication skills with the ability to tailor messaging to various audiences.

·     Strong organizational and project management skills; able to handle multiple priorities under tight timelines.

·     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.

·     Critical thinking and problem-solving skills, especially in operational or cross-functional contexts.

·     Capacity to stay updated with emerging trends in communication and implement best practices.

·     Proficiency in Vietnamese and English, with strong writing and editing skills in both languages.

·     Proficient in MS Office: Outlook, Word, Excel and Internet Explorer.
·      Willingness to work flexible hours and travel as required.