Shop Manager

Role Purpose

To lead and manage the daily operations of the shop, ensuring outstanding service, team performance, and adherence to Blackbird standards. Drive profitability and growth through efficient operations, customer excellence, and strong leadership.

Key Objectives

• Deliver business strategies effectively with cross-functional support

• Maximize revenue and control operational costs

• Inspire exceptional customer experiences

• Build, develop, and retain a high-performing team

• Ensure compliance with health, safety, and quality standards

• Represent and uphold the Blackbird brand

Core Responsibilities

Operations & Sales

• Maintain clear internal communication via weekly updates and team meetings

• Monitor market trends and competitor activity

• Use KPIs and financial data to improve performance and implement initiatives

• Manage rotas, forecasts, stock, and returns per company procedures

• Drive sales through promotions, merchandising, and local marketing

• Ensure high standards in shop presentation, product quality, and equipment upkeep

• Adhere to audit and control systems for profit protection

• Lead change management and implement efficiency improvements

Customer Experience

• Promote a customer-first culture across all channels

• Collect, review, and action customer feedback

• Respond to customer queries and complaints effectively

• Build positive relationships with the local community

Team Management & HR

• Recruit, train, and develop staff with a strong succession plan

• Ensure accurate and up-to-date personnel records

• Deliver team briefings and delegate tasks effectively

• Encourage ownership, pride, and cross-functional teamwork

• Recognize and reward high performance

• Enforce professional behavior, appearance, and uniform standards

Health & Safety / Stock Control

• Maintain high standards of hygiene, safety, and cleanliness

• Conduct regular stock checks and ensure compliance with food safety standards

• Monitor deliveries for accuracy and quality

• Ensure safe working practices and resolve H&S risks proactively

• Handle banking and cash securely following company procedures

• Respond swiftly to food hygiene or safety alerts to protect brand integrity

Key Attributes

• Passion for quality food, service, and leadership

• Excellent communication and team-building skills

• High standards and a professional, motivated approach

• Energetic, flexible, and committed

• Strong decision-making and problem-solving abilities

Note

This job description outlines the key duties expected of the Shop Manager but is not exhaustive. Responsibilities may evolve based on business needs.

Reference Code: INDMANAGE