M&S is changing, and it's changing fast! As part of our ongoing transformation to deliver "Stores of the Future" we are looking for innovative and resilient Leaders. We are working hard to ensure our store estate is fit for the future, by trialling different concepts and opening new stores – our plan is to open c.75 stores over the next 3 years that will offer our customers a new and innovative shopping experience, whilst maintaining the traditional M&S values our customers love.

The sweeping innovations that we’re rolling out at M&S will define a new era of retail. And we want you to help us introduce them to our customers. As a Manager in-store, we want you to help us transform our business on a record scale, by showing everyone how crafting the perfect customer experience can change M&S for good.

As a Café General Manager demonstrating strong drive and vision is imperative, having a real commercial instinct, a business transformation mentality, and a passion for high performance in everything you do is key. We are looking for accomplished Superstars with experience in the Hospitality and Retail Sector. This is an exciting opportunity to join our family at Braehead our store, covering 2 Cafes and a Deli over two floors. 

About the role

To lead an efficient operation to ensure a safe, growing, sustainable and profitable café business   

Support the Store Manager to deliver improved performance across the cafe, driving KPI performance and delivering operational efficiency  

Support the Store Manager in the delivery of the cafe plan 

Take full accountability for all line management and associated people activity of the Assistant Managers and wider café team 

Lead the Café to trade safely and legally, protecting Customers, Colleagues and the M&S brand

Key Accountabilities 

Support the Store Manger to deliver and embed the business transformation plan and change initiatives within the café  

Role model new ways of working  

Deliver great standards and service by setting clear expectations with direct reports and ensuring that they are clear with the part they play 

Responsible for coaching and developing their teams to deliver excellent service ensuring all their team have successfully completed their job specific training  

Ensure all new recruits have a brilliant onboarding experience  

Act on customer feedback to deliver improvement across the Café  

Use data and insight to improve customer instore experience, improve the operation and drive performance  

Regularly review individual performance of the Assistant Managers through quality conversations, managing underperformance where required and celebrating success 

Deliver all line management activities in line with company process and policy 

Build an active working partnership with our colleague representatives, provide feedback and support the development of our reps 

Operations

Maintain a safe and legal environment for customers and colleagues  

Ensure the day-to-day operating procedures in the Cafe are to the required standards, complying with the HACCP and health & safety policies and procedures. 

Co-ordinate daily cafe operation, ensuring food specifications and service steps are consistently and brilliantly delivered 

Create a sense of shared purpose within the team, ensuring the highest standards of cleanliness, presentation and atmosphere are met. 

Ensure that the daily rhythm and routine of processes that underpin a successful operation are embedded  

Optimise the labour budget, through matching deployment with forecast, ensuring the right people are in the right places at the right times to deliver excellent experiences 

Oversee any financial or food safety audits, ensuring a high level of standards and completion on all compliance related matters 

Ensure due diligence around all equipment and maintenance issues, proactively following up any issues to resolution, ensuring that the equipment in the Café is always safe and in a good working condition.

Financial 

Manage food and variable costs within your budget ensuring your team have everything they need to deliver excellent standards and service. 

Taking full responsibility for stock control 

Keeping the Cafe secure and managing cash and other tender in a responsible and legal manner. 

Key Leadership capabilities               

Successfully embeds change for lasting commercial impact and results 

Addresses beliefs and mindsets around resistance to change and supports colleagues in adapting 

Takes ownership and accountability for the success of their team 

Spends time coaching colleagues to accelerate performance and personal growth 

Recognises high performance and supports poor performers to improve 

Shows colleagues why they matter to M&S, their part to play in delivering the plan and what the results of their work are  

Uses customer feedback and market trends to guide teams work 

Helps teams understand information and business messages by actively seeking out opinions and asking questions 

Uses a combination of channels and technology to communicate, ensuring timely, clear and open communication with colleagues  

Seeks the best solution for M&S by proactively collaborating with colleagues from across the business

Technical skills/ experience 

Experience of successfully leading a team to deliver results  

Excellent knowledge of a hospitality operation and operational excellence 

Demonstrable evidence of driving high performance within a team  

Supported the delivery and sustained change within an organisation  

Good level of digital capability 

Strong understanding of P & L workings and how to maximise Cafe profit 

Taking full responsibility for labour control and effective management of rotas to ensure productivity targets are achieved and exceptional customer service is delivered. 

Ownership of growing the Cafe business by driving sales and cover turn, supported by central promotional activities