JOB DESCRIPTION: RETAIL MANAGER

We are looking for a Retail Manager for our brand new shop opening in Ham!

 309 Richmond Road, Kingston, KT2 5QU

ROLE PURPOSE

To manage the day-to-day running of the shop effectively and profitably, leading the team to deliver exceptional customer service, high operational standards, and strong financial results. The Retail Manager is responsible for achieving performance-related KPIs and fostering a positive, customer-focused environment.

 

KEY RESPONSIBILITIES

• Increase sales, profitability, and customer numbers for the shop.
• Manage all aspects of daily operations, including staffing, time management, money handling, and waste control.
• Lead by example — demonstrating professionalism, efficiency, and commitment in every aspect of the role.
• Monitor and achieve agreed performance-related KPIs, including:
  • Sales growth and revenue targets
  • Customer satisfaction and retention
  • Waste reduction and margin control
  • Labour efficiency and staff performance

CUSTOMERS

• Deliver exceptional customer service — acknowledge customers promptly, be friendly, helpful, and professional at all times.
• Anticipate customer needs and provide a service experience that exceeds expectations.
• Handle any customer complaints or issues professionally and appropriately, escalating to your Area Manager or Head Office when required.
• Take responsibility for achieving customer-related KPIs, including:
  • Customer satisfaction scores
  • Mystery shopper results
  • Repeat business and footfall growth
  • Positive customer feedback

STAFF

• Lead, train, and motivate the shop team — encouraging strong performance and high morale.
• Coach and develop staff through regular feedback, delegation, and recognition of achievements.
• Address performance or conduct issues promptly and fairly, seeking guidance from HR or your Area Manager as needed.
• Ensure fair and balanced staff rotas, providing equal opportunity for shift allocation and development.
• Monitor and review staff-related KPIs, including:
  • Team productivity and efficiency
  • Absence and punctuality levels
  • Training completion and skill development

MONEY

• Ensure accurate cash handling, banking, and till reconciliation daily.
• Maintain strict security over cash, keys, and premises.
• Track financial KPIs such as:
  • Till accuracy and variance
  • Cash loss prevention
  • Labour cost as a percentage of sales

PRODUCTS

• Oversee ordering and stock management — ensuring the correct products and quantities are available.
• Control waste levels and ensure consistent use of ingredients and portion sizes according to training guidelines.
• Maintain quality control by monitoring the appearance, taste, and consistency of products daily.
• Work with the Area Manager and Head Office on effective product displays and merchandising.
• Ensure all goods are fresh, correctly rotated, and attractively presented.
• Support product-related KPIs, including:
  • Waste and shrinkage levels
  • Stock accuracy
  • Product quality and availability scores

ADMINISTRATION & PROCEDURES

• Ensure all administrative tasks and paperwork are completed accurately and on time, including stock orders, deliveries, and daily checks.
• Ensure digital compliance and documentation are completed and verified daily by you or your team.
• Spot-check paperwork regularly to maintain accuracy and accountability.
• Monitor compliance-related KPIs, including:
  • Timely completion of daily checklists
  • Accuracy of stock and order records
  • Audit and inspection results

HYGIENE & FOOD SAFETY

• Maintain the highest standards of cleanliness and hygiene across all areas of the shop and kitchen.
• Ensure all cleaning jobs, including deep cleans, are completed to schedule.
• Follow Safer Food, Better Business and Environmental Health (EHO) guidelines, maintaining all associated documentation.
• Monitor hygiene KPIs such as:
  • EHO audit results
  • Internal hygiene inspection scores
  • Completion of cleaning schedules

COMMUNICATION

• Maintain open, clear communication with your team, Area Manager, and Head Office.
• Share important updates, feedback, and ideas for improvement promptly.
• Anticipate potential issues and flag them early to management — avoid carrying work-related stress outside of work.
• Contribute positively to company-wide communication and collaboration.

GENERAL ATTITUDE & BEHAVIOUR

• Demonstrate professionalism and enthusiasm in everything you do.
• Be responsible, conscientious, cooperative, and proactive.
• Take initiative and continuously seek ways to improve efficiency, sales, teamwork, and morale.
• Act as a role model for your team and uphold the values of the company at all times.

 

SUMMARY

The Retail Manager plays a crucial role in driving the success of the shop — ensuring great customer experiences, motivating the team, and delivering strong business results through operational excellence and effective leadership.

 

Benefits

Uniform provided
Company events
Cycle to work scheme
Free bread
50% off for employees
Pension Scheme
A box of cakes on your birthday
Free meal provided every shift
Holiday entitlement of 28 days including bank holidays pro rata
Employee assistance 24/7 helpline offering free confidential advice and support

 

 

Inclusion & Diversity

At Cavan Bakery we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us, and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation, and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey.