Store Manager

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Job Title: Cookie Store Manager

Location: Covent Garden
Reports to: Area Manager/Operations Manager
Liaises with: Head Office, Suppliers, Team Members
Responsible for: Store Operations, Customer Service, Team Management, and Product Quality
Hours of Work: Full-time, 45 hours over 5 days. May include weekends, evenings, and/or holidays.

Opening Hours:

Friday 10:00 - 19:00

Saturday 10:00 - 19:00

Sunday 10:00 - 18:00

Monday 10:00 - 18:00

Tuesday 10:00 - 18:00

Wednesday 10:00 - 18:00

Thursday 10:00 - 18:00

May vary during festivity season.

Objective

The Cookie Store Manager at Covent Garden is responsible for managing the store's full operations. The role focuses on maintaining product quality, delivering excellent customer service, and ensuring the team is motivated and efficient. Key responsibilities include meeting sales targets, managing inventory, and fostering a positive environment within the store.

Key Responsibilities

Store Operations:

• Oversee day-to-day store operations, ensuring efficiency and consistency.
• Ensure the store is well-stocked with necessary ingredients and packaging materials.
• Manage opening and closing procedures, including daily cash handling and deposits.
• Maintain cleanliness and hygiene standards as per local health regulations.

Customer Service

• Implement and train staff on the five principles of excellent customer service (SMILE):
• Smile and Greet: Warmly welcome every customer, colleague, and delivery driver.
• Make Their Day: Go above and beyond to delight customers, acting with generosity and ownership.
• Individuality is Our Secret: Let your personality shine and make interactions personal.
• Love and Perfection: Take pride in delivering high-quality products every time.
• End on a High: Ensure the last impression is positive, recommending events and promotions.

o Handle customer complaints, feedback, and inquiries professionally: to ensure a positive experience

o Train staff: to provide friendly, efficient service and maintain high standards.

Sales and Financial Management

• Monitor and achieve daily, weekly, and monthly sales targets.
• Analyze sales trends and develop strategies to drive revenue.
• Manage store budgets, controlling labor costs, inventory, and operational expenses.

Product Quality and Presentation

• Ensure cookies, beverages, and retail items meet quality and presentation standards.
• Conduct regular quality checks and implement corrective actions when needed.
• Maintain product freshness through effective stock rotation and inventory management.

Team Leadership and Development

• Recruit, hire, and train store team members.
• Provide coaching, feedback, and performance reviews to ensure team members meet brand standards.
• Foster a positive, productive work environment that maintains high team morale.
• Schedule shifts, ensuring adequate staffing to meet customer demand while staying within labor budgets.

Marketing and Promotion

• Implement in-store promotions and merchandising strategies to boost sales.
• Collaborate with the marketing team to align with company-wide promotional campaigns.
• Engage with the local community to increase brand visibility and customer loyalty.

Key Skills and Qualifications

• Experience: 2-3 years in retail or food service management, preferably in a bakery or similar environment.
• Leadership Skills: Proven ability to lead and motivate a team to achieve goals and uphold high standards.
• Customer Focus: Commitment to delivering exceptional customer service.
• Financial Acumen: Ability to manage budgets, control costs, and analyze sales performance.
• Organizational Skills: Strong multitasking, time management, and attention to detail.
• Communication: Excellent verbal and written communication skills.
• Food Safety Knowledge: Valid Level 2 Food Safety Certificate (Level 3 preferred).

Store Manager Characteristics

• Passionate about cookies and exceptional customer service.
• Energetic, thriving in a fast-paced environment.
• Detail-oriented, maintaining consistency with brand standards.
• Creative, finding new ways to enhance customer experience and drive sales.
• Highly organized and able to multitask.

Job Type: Full-time

Pay: £28,000.00-£33,000.00 per year

Experience:

• Organisational skills: 1 year (required)
• Leadership: 1 year (required)
• Time management: 1 year (required)

Work Location: In person