Head of Operations - Maison Marou Vietnam

About the position

The Head of Operations is a key strategic leader at Maison Marou, responsible for overseeing core pillars including Kitchen Operations, F&B/Retail Operations, QA/QC, HSE, Corporate Sales, Operations Training and Seasonal Campaigns. This role ensures that all business functions operate in alignment with the companys growth objectives, brand positioning, and customer experience strategy.

The Head of Operations balances long-term strategic planning with operational execution, leading innovation, cross-functional alignment, and organizational performance.

Responsibilities

Business Strategy Development & Execution

• Lead the development and implementation of Marou store chains business strategy.

• Align strategy with brand vision while adapting to market trends and operational realities.

• Drive execution through measurable KPIs, clear planning, and team collaboration.

Business Development Coordination

• Coordinate with Store chain Expansion team to identify and develop new business opportunities in domestic and international markets.

• Build strategic partnerships to support expansion and brand positioning.

• Oversee feasibility studies, market entry strategies, and execution plans for new projects.

Cross-Functional Leadership

• Oversee performance and coordination between Head Quarters & Operations teams.
• Ensure interdepartmental collaboration to deliver cohesive customer and brand experiences.

Operational Excellence and Innovation

• Lead day-to-day operational performance to ensure efficiency, consistency, and quality across all operational areas.
• Elevate operational standards through innovation, process optimization, and adoption of best practices.
• Oversee product and service delivery to ensure consistency with Marou store chains premium brand standards.
• Foster a culture of continuous improvement across all operational areas.

Brand and Customer Experience Champion

• Champion the Marou store chain concept across all customer-facing and internal operations.
• Integrate customer insights into operational improvements and product strategy.

People Leadership and Development

• Lead, coach, and develop a high-performing team.
• Build a leadership pipeline by mentoring future leaders across the organization.
• Promote a positive, collaborative, and performance-driven culture.

Financial Accountability

• Oversee operational budgets across functions to ensure financial discipline and strategic resource allocation.
• Analyze P&L performance and key metrics to inform operational and commercial decision-making.
• Drive operational efficiencies to maximize profitability without compromising quality or service.

Ideal candidate trait

Mindset & Approach

• Strategic and Visionary: Sees the big picture and translates vision into executable plans.
• Entrepreneurial: Takes initiative, drives growth, and adapts in dynamic environments.
• Solution-Oriented: Identifies challenges and applies practical, sustainable solutions.
• Operationally Grounded: Maintains discipline in processes, standards, and performance.
• Collaborative: Builds trust and alignment across departments and leadership levels.

Technical Skills

• Business Strategy Development: Able to design and implement market-relevant business plans aligned with brand goals.
• Multi-Unit Operations: Experienced in managing retail, kitchen, and cross-functional operations in a multi-site environment.
• Performance Measurement: Develop and analyze KPIs to drive decision-making and profitability.
• Financial Acumen: Strong in budgeting, P&L analysis, cost control, and financial forecasting.
• Cross-Functional Team Leadership and Development: Ability to lead, coach, and align multi-department teams (Operations, Kitchen, Sales, QA/QC, HSE, Academie).

General & Leadership Skills

• Communication Skills: Able to communicate clearly across all levelsfrom front-line staff to C-levelwhile gaining trust and buy-in for strategic initiatives.
• Change Management: Skilled in leading teams through transformation while maintaining performance and engagement.
• Strategic Decision-Making: Balances short-term needs with long-term goals to support sustainable growth.
• Team Development: Committed to coaching and growing high-performing teams through structured performance reviews, actionable feedback, and development plans.
• Inspiring Leadership: Leads by example and inspires teams by embodying Marous valuesfostering a culture of pride, purpose, and excellence.

Experience

• 10+ years of leadership experience in premium F&B, gourmet retail, or hospitality.
• Proven track record in scaling multi-functional teams and operations.
• Strong experience in P&L ownership, cost control, and driving profitability.
• Demonstrated ability to deliver consistent, high-quality customer experiences across locations.
• Passion for artisanal products and bean-to-bar chocolate is a strong plus.