General Manager – Shop Operations As a General Manager, you are accountable for the success of your shop, focusing on four core pillars: People, Hospitality, Quality, and Profitability. Your role involves leading a management team, fostering a collaborative atmosphere, and ensuring excellent customer and employee experience. Responsibilities

Develop and lead a confident management team, ensuring a clear succession plan for all roles. Plan rotas and manage employee relations in line with company policies. Drive hospitality by observing and training the team to deliver outstanding customer service. Maintain shop operational standards and compliance with Food, Health and Safety procedures. Focus on the quality of kitchen outputs and continuously improve food quality. Understand and manage shop P&L, forecast, and financial performance. Strategically grow sales and maximize profitability, working closely with the management team. Communicate clearly, honestly, and enthusiastically to instill confidence and clarify responsibilities. Pay attention to critical details that impact shop performance. Lead by example, understanding all store roles and ready to assist as needed. Prioritize team collaboration and high-quality customer experience while building trust and reliability. Show passion for the shop, role, and team. Maintain an entrepreneurial focus on hospitality, staying calm while pioneering customer-centred improvements. Practice people-focused leadership: open to listening, collaborating, and giving/receiving feedback professionally.

Qualifications

Experience managing a retail food service environment with proven leadership skills. Strong understanding of financial reporting and ability to drive profitability. Knowledge of health and safety regulations and compliance procedures. Excellent communication and interpersonal skills. Attention to detail and ability to handle operational complexity.

Benefits

Competitive salary Industry-leading training and development with career progression encouragement Private medical insurance Health cash-plan scheme for dental, physiotherapy, eye tests, etc. Mental wellbeing platform, one-to-one therapy sessions and employee assistance programme Optional critical illness cover and life insurance Flexible e-bike subscription and cycle-to-work scheme Free healthy itsu lunch during shifts and 50% discount in all stores outside duty Company pension scheme A variety of business events, socials, team days out, summer party, Pride events, quarterly gatherings

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