Job Description

• To own Team Member recruitment and successful onboarding to ensure it meets business needs
• To build a robust Family Tree through strategic succession planning ensuring Plan Bs are in place for each role
• To drive Team Happiness
• To embrace the Thoughtful Leadership Principles (Being Kind, Honest and Generous)
• To ensure in-shop training, legal compliance training and graduations are carried out following the agreed standards and guidelines and at the right time. This includes completing journals and reviews accordingly
• To minimise Turnover by following the Turnover Principles
• To regularly complete 1:1s to review the team’s performance
• To ensure the team’s wellbeing by promoting and nurturing a healthy work-life balance

Amazing service

• To ensure the team consistently delivers Amazing Customer Service by following the 6 Key Points of Service
• To ensure the Speed of Service Principles are embedded in the shop and as a result we provide fast, friendly and efficient service consistently
• To encourage customer loyalty by empowering the team to use initiatives
• To strive to achieve a perfect Mystery Shopper score every week by putting customers first and by coaching the team to see the shop through customers’ eyes

Delicious food and drink

• To ensure the team consistently delivers delicious food by following the 6 Key Points of Production
• To ensure the 11-Step Production Process is always followed to guarantee customer safety and that each product is accurately made and labelled
• To ensure the management team understands and follows the Production Principles putting customers’ needs first and never compromising on quality or freshness
• To ensure the shop food range matches customer demand
• To continually develop the team’s knowledge about the quality of our food and coffee
• To ensure our Barista Prepared Drinks are made by trained employees consistently, and to the highest standard