Store Manager

Makers; Greater London; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Company pension

Employee discount

Job summary

Makers Chelsea is seeking a Store Manager to lead our Chelsea store, delivering an exceptional customer experience and driving daily operations, team performance and commercial results.

You will own staffing, training, stock management and store standards while collaborating with our kitchen, procurement, finance and marketing teams to ensure smooth running and excellent hospitality.

Responsibilities

• Lead warm, attentive and knowledgeable service on the shop floor.
• Develop relationships with regular customers and grow Chelsea community loyalty.
• Train staff to explain products, ingredients and gifting options with recommendations.
• Handle enquiries, feedback, and complaints professionally; resolve issues promptly.
• Oversee in-store, collection and delivery-platform orders with accuracy and timely fulfilment.
• Lead recruitment, interviews and onboarding within approved headcount and salary budgets.
• Coach and develop team with regular feedback and clear objectives.
• Prepare rotas balancing service needs and labour budgets.
• Manage attendance, holidays, and timesheets accurately.
• Lead daily briefings on sales priorities, product availability, launches and service standards.
• Foster a supportive team culture built on accountability and respect.
• Address performance concerns with leadership support when needed.
• Open and close shifts to ensure smooth store operations.
• Maintain high standards of cleanliness, presentation and upkeep.
• Manage stock counts, ordering, deliveries and replenishment with kitchen and procurement.
• Collaborate with Operations & Procurement to improve stock accuracy and processes.
• Monitor product freshness and waste while ensuring availability.
• Oversee tills, cash handling, refunds and daily reconciliation.
• Maintain clear SOPs and handovers for consistency in your absence.
• Coordinate maintenance and repairs and escalate issues as needed.
• Ensure food safety, allergen, hygiene and health & safety procedures.

Job description

Makers is an artisanal luxury chocolaterie and coffee shop located in the heart of Chelsea. Every creation - from chocolates and baked goods to soft serve and more – is made with clean ingredients and is 100% dairy free, wheat free, seed oil free, and refined sugar-free. In just a short time, Makers is building a loyal following and establishing itself as a destination for a new kind of indulgence.

As we grow across retail, e-commerce, wholesale and gifting, we are looking for a Store Manager to lead our Chelsea store and deliver an exceptional experience for every customer.

The Role

This is a hands-on leadership role with responsibility for the daily operations, team and commercial performance of Makers Chelsea. You will be a visible presence on the shop floor, leading service, developing your team and ensuring every detail reflects the quality and warmth of the brand.

You will take ownership of staffing, training, stock management and store standards, working closely with our kitchen, procurement, finance and marketing teams to keep the store running smoothly.

Success means building a confident and engaged team, growing sales and customer loyalty, controlling labour costs and waste, and consistently delivering thoughtful, personal hospitality.

Your Responsibilities

Customer Experience & Sales

• Deliver warm, attentive and knowledgeable service, setting the standard for the whole team.
• Build relationships with regular customers and develop loyalty within the Chelsea community.
• Train the team to confidently explain our products, ingredients and gifting options, and make thoughtful recommendations.
• Handle enquiries, feedback and complaints professionally, resolving issues promptly.
• Oversee in-store, collection and delivery-platform orders, ensuring accuracy and timely fulfilment.
• Lead recruitment, interviews and onboarding for the store team within approved headcount and salary budgets.
• Coach and develop team members through regular feedback, clear objectives and practical training.
• Prepare rotas that balance service needs, team availability and agreed labour budgets.
• Manage attendance, holiday requests and accurate timesheet information.
• Lead daily briefings covering sales priorities, product availability, launches and service standards.
• Create a supportive team culture built on accountability, collaboration and respect.
• Address performance concerns fairly and promptly, with support from leadership where needed.

Store Operations & Standards

• Take responsibility for opening, closing and the smooth running of every shift.
• Maintain excellent standards of cleanliness, organisation, product presentation and store upkeep.
• Manage store stock counts, ordering, deliveries and replenishment in coordination with the kitchen and procurement team.
• Partner closely with the Operations & Procurement function to improve stock accuracy, streamline processes, ensure efficient product flow and support effective inventory management.
• Monitor product freshness, shelf life and storage conditions, reducing waste while maintaining availability.
• Oversee tills, cash handling, refunds, daily reconciliation and delivery-platform operations.
• Maintain clear operating procedures, checklists and handovers so standards remain consistent in your absence.
• Coordinate maintenance and repairs, escalating issues and following them through to resolution.
• Ensure food safety, allergen, hygiene and health and safety procedures are followed, with accurate records and team training.

Commercial Performance & Targets

• Lead the team to achieve daily, weekly and monthly sales targets, translating store goals into clear priorities for each shift.
• Monitor average transaction value, units per transaction and product performance, coaching the team to improve results through knowledgeable, personal service.
• Take responsibility for agreed labour cost and waste targets, reviewing results regularly and implementing corrective actions where needed.
• Monitor controllable spending and stock losses within agreed budgets and approval limits.
• Provide leadership with concise updates on performance against targets, staffing, operational issues and actions required.
• Identify opportunities to improve service efficiency, sales and profitability without compromising quality.

Brand & Collaboration

• Work with Marketing & Sales to execute product launches, seasonal campaigns and in-store activity.
• Maintain displays, signage and packaging standards in line with approved brand direction.
• Coordinate with the Executive Chef on product availability, demand forecasts and customer feedback.
• Build relationships with neighbouring businesses and pass relevant partnership or corporate gifting opportunities to the Marketing & Sales team.
• Share customer insights and practical recommendations to improve the store experience.

About You

• Experience managing a premium café, bakery, chocolatier, food retail store or comparable hospitality business.
• A proven ability to lead teams, deliver excellent service and achieve sales and operational targets.
• Confident managing recruitment, rotas, stock, ordering and daily operational challenges.
• Comfortable interpreting sales figures, labour costs and waste reports, and acting on them.
• Warm, approachable and confident with customers, with strong communication skills.
• Organised, attentive to detail and calm under pressure.
• Comfortable taking initiative, making decisions within your remit and following through.
• A collaborative manager who sets clear expectations and treats people with respect.
• A strong interest in food, chocolate and coffee.
• Available to work a rota including weekends and bank holidays.

What We Offer

• The opportunity to take ownership of our Chelsea store within a growing, creative brand.
• Close collaboration with a team passionate about product, design and hospitality.
• Company pension and employee discount.
• Opportunities to develop as the business grows.