Overview
In this role you will lead on the shop floor, setting pace and standards while inspiring a multiskilled cafe team. You will drive standout service and strong commercial results in a fast-moving retail environment. You’ll own standards, safety, availability and operational excellence, and coach your team to grow and perform under pressure. This is a hands-on leadership position focused on delivering excellent customer experiences and measurable results. You’ll work closely with cross-functional teams to implement new experiences and digital tools that enhance the customer journey.
Responsibilities
- Lead and motivate a fast-paced cafe team on the shop floor
- Set and maintain high standards of service, safety, and operational excellence
- Drive strong commercial results through pace, insight, and leadership
- Coach, develop and performance-manage team members with clarity and empathy
- Hold constructive conversations to address performance or service issues
- Embrace digital tools and new ways of working to improve customer experience
- Model inclusive behavior and customer-focused service
Key requirements
- Proven experience leading teams in a fast-paced retail or customer-focused environment
- Strong commercial awareness with ability to use data and insight to drive results
- Coaching and performance-management capabilities
- Confidence in difficult conversations
- Resilient and adaptable with energy to lead through change
- Digital confidence and openness to new ways of working
- Role model for service, inclusion and company behaviours
- people-first leadership
- empathy
- effective communication
- data-driven decision making
- using insights to drive results
- digital tools adoption
Hospitality Team Manager - Torbay/Exeter Cluster employer: Marks & Spencer
Joining M&S as a Senior Technical Program Manager means becoming part of a vibrant and inclusive team dedicated to delivering exceptional customer experiences. With competitive benefits like a generous pension scheme, extensive training programmes, and a strong focus on employee wellbeing, M&S fosters a culture of growth and collaboration. Located in a dynamic environment, you'll have the opportunity to lead transformative projects while enjoying a supportive work-life balance and the chance to make a meaningful impact.
