This is an exciting opportunity to join the brand new Cafe Transformation team, as a Divisional Cafe Manager. M&S Cafes and their transformation is a high priority for M&S and so this role will be fundamental in improving the Cafe trading, operation and customer experience.

• Accountable at a divisional level for the recruitment and leadership of the Area Café Managers
• Central point of contact for the Division on all cafe issues.
• Ensure the delivery of best-in-class Cafe service and operational excellence, to drive performance
• Coach Regional and Store Managers and store teams on Cafe SOPs and best practice.
• Launch and embed ‘M&S Cafe Way’ principles, once they are developed, across the Division
• Ensure smooth communication between the cafes and the central team, including acting as a direct contact for cafe colleagues to voice any thoughts/concerns
• Work with property to ensure all equipment is fully working and maximising efficiencies
• Provide feedback on cafe policies and menu/product. challenges

About the Role

• Lead Area Cafe Managers to ensure cafés deliver high standards and speed of service to customers
• Drive improvement in the M&S cafe standards, including issue resolution and issue escalation. For example, relating to equipment and environment
• Support Regional and Store Management to improve cafe performance
• Review weekly cafe performance through measurement of input KPI’s e.g. Sales, Schedule adherence, SOP compliance, customer service score, and scheduling adherence
• Drive a strong focus on relentlessly identifying and resolving customer and operational café pain points across the business
• Own the measurement of hospitality metrics related to cafe performance and drive activities to improve these working closely with Central Cafe Team
• Act as a representative for any retail feedback on product, availability
• Drive the execution of the ‘M&S Cafe Way’
• Maximise the use of trainers to improve speed and quality of hot drinks production

About You

• Previous working experience as a leader in the Hospitality industry
• Knowledge of Hospitality best practices and procedures for customer service, operations, and driving sales. Ensuring consistency in quality
• Lead by example, demonstrating a customer focused mentality, to build a culture of ownership and customer focus
• Communication and Leadership – excellent interpersonal skills and ability to coach others to deliver outstanding performance
• Problem solving – analytical skills and ability to pinpoint root issues both in customer service performance and operational excellence
• Able to work at pace, flexible and adaptable
• Inquisitive, seeking constant improvements never satisfied with good enough
• Identifies and nurtures a talent at all levels of cafe leadership.
• Influential and engages others with impact and presence
• Tuned in to our customers current and future needs, translating knowledge of emerging trend