Shop Manager

Reports to: Operations Area Manager

Responsible for: Assistant Manager, Supervisors and Team Members

Purpose of role

To manage the day to day running of the shop in the most efficient and effective manner, delivering the highest possible standards of service through a highly trained and passionate team, whilst being pro‑active in maintaining and/or improving turnover and profitability, following Blackbird standards and guidelines.

Key Objectives

• Delivery of business strategies, with the support of key departments
• Seek and maximize revenue opportunities and minimize costs at all times
• Consistently exceed customer expectations through the team and product
• Develop a motivated and high performing team committed to delivering clear goals
• Protect the health, safety and well‑being of our customers and teams
• To represent Blackbird at the highest level

Responsibilities – Operations

• Promote clear communication channels and cascade information to whole team using the weekly updates and monthly team meetings
• Regularly maintain awareness of current business trends and competitor activity near your shop
• Maintain high level of communication with Support functions, to ensure awareness of current priorities and future strategy, not relying on emails
• Use key financial indicators to evaluate and improve the business and identify and act on opportunities
• Complete rotas, forecasting and other KPI’s daily on time, taking remedial actions if required
• Manage change, effectively by constantly questioning current ways of working in a coherent constructive way, making recommendations to move the business forward
• Analyse hourly/daily sales of key lines and set up any corrective measures required
• Order, control and return stock in accordance with Company Procedures
• Ensure that equipment is maintained to a high standard at all times and organise all repairs within budget
• Consistently take steps to follow through, ensuring tasks are fully completed; independently check to ensure accuracy and quality of work achieved
• Ensure that the shop is open on time with the correct staff ratio in line with trading patterns and labour budgets
• Create, deliver and support implementation of sales initiatives to maximise profits and measure local Marketing plans promotional activities, including staff incentives
• Maintain the required standards of merchandising, product and displays in the shop following the Blackbird Bible rules to maximise sales opportunities
• Ensure that Blackbird’s control systems/audits are fully adhered to and meet or exceed profit margins
• Manage & control costs and margins without compromising standards and customer experience
• Undertake such duties as may reasonably be required by Senior Management
• Ensure Product quality and presentation is excellent and maintained to Blackbird standards
• Adhere to end of week/month procedures at all times without exception, review results and variances with relevant departments
• Develop a culture of actively seeking feedback from customers on a regular basis
• Agree and implement actions to continuously improve the customer experience
• Ensure all customer requests and feedback are responded to promptly and efficiently
• Maintain good relationships within the surrounding local community of residents and businesses

Responsibilities – HR

• Assist in Employee Relations, giving guidance to team in consultation with Head Office team
• Actively participate in the recruitment process and assessment days for new people
• Manage and support the development of key members of the team & implement a succession plan
• Ensure all personnel files are complete, accurate, legally compliant & up-to-date
• Ensure all your team attend relevant training

Responsibilities – Team

• Actively encourage and support initiatives/benefits that promote the retention of employees
• Install a culture of pride and ownership amongst the team, ensuring a seamless operation at all times
• Ensure communication of day-to-day business issues are maintained and acted upon through daily team briefs
• Clarify roles and responsibilities and allocate work and resources effectively to the whole team ensuring work-life balance and keeping within the Working Time regulations for staff planning

Additional responsibilities

• Ensure that standards of uniform, behaviour and personal presentation of self and team are compatible with the Company's desired public image, values and following Company guideline
• Develop a positive, direct and open relationship with all the team, and encourage good and fair working relationship throughout all areas of the shop through cross skilling of team
• Reward and recognise good performance within the team

Managing Stock and controls

• Ensure that deliveries are checked and documented upon receipt for correct quality and quantity and display and store delivered goods as required to food safety and company standards
• Maintain stock levels within acceptable limits and audit/rotate daily stocks of perishable goods
• Ensure the shop is kept clean and tidy through good housekeeping, maintaining high hygiene standards and safe working practices in line with the Company Health and Safety policy
• Action relevant H&S legislation to Company required standards and ensure a safe workplace by identifying hazards and taking corrective action
• Review and communicate H&S and food alert reports initiate required action
• Action and respond to alleged food hygiene issues, deploying all necessary resources to protect reputation and brand integrity of Blackbird
• Be responsible for the security of cash and banking following correct handling procedures at all times

Attributes

• Passion for leading food & drink quality
• Passion for leading an excellent customer experience
• Excellent communication skills
• Fantastic standards and a professional approach
• Outgoing & lively personality
• Flexible and committed
• Highly motivated
• Team player

The above are key tasks for the role but please note that this is not an exhaustive list and may change from time to time in line with business needs.