Retail Operations Manager - London and Cornwall

at Origin Coffee

Date Posted:
17 Jun
London, GB
Job Type:
35000.0 - 40000.0
Salary Type:

As Retail Operations Manager you will oversee all aspects of the daily operations across Origin’s four London coffee shops. You will be passionate about delivering all operations to an exceptional level including customer service, driving sales and KPI’s. You will be responsible for managing budgets, recruitment, performance evaluation, scheduling and assigning duties and responsibilities by training, coaching, and developing the teams in Shoreditch, Southwark, and the British Library King’s Cross.

Responsible for motivating & engaging Origin retail employees you’ll empower our customer-facing teams to represent and embrace Origin Coffee values and behaviours and understand Origin’s goals. Working closely with the senior leadership team you will have a clear understanding of our business strategy and objectives, translating these into clear and deliverable operational plans against agreed budgets. You will hold regular team meetings to communicate our vision, direction, and brand behaviours and how these transfer from coffee to cup to customer.

Origin’s coffee shops are the lens into our brand, a taste of what’s at the core of our business and what drives us to keep pursuing our obsession, coffee. If we are honest, the obsession varies but it’s the attention to our detail that we continuously want to do better at, pioneer and challenge the convention.

The role responsibilities

An operational role, with a strategic awareness, responsible for the smooth running of our London coffee shops:

Business and Operations

  • achieve business goals and revenue targets; monitor, review and identify ways to maximise the commercial performance (revenue/profit/customer) of each site in line with Origin’s company proposition
  • continuously review the strategies and action plans to drive commercial performance; address operational opportunities/challenges and site-specific trends to drive positive change through continuous improvement
  • regularly support managers of individual shops with a hands-on, store-first, brand driven mindset
  • guarantee all shops provide exceptional customer experience, leading by example and identifying gaps and providing relevant training where required
  • ensure manager’s issue rotas a month in advance to their teams and support work/life harmony, including weekends and consecutive days off
  • ensure there is constant and effective information and communication flow between all Origin shops and business functions including customer service, production, marketing, events, and activities
  • maximise the Origin brand reach by working with the marketing team to activate retail and visual merchandising functions
  • make sure all events and activities are delivered to the customer base, being able to propose the correct actions for each shop and support the managers and supporting all individuals involved
  • ensure an impeccable brand image inside and outside with design led by the marketing team and business owner
  • ensure all Origin coffee shops are the lead destination for speciality coffee in the UK.
  • ensure all sites are compliant and mitigate any risk by meeting agreed standards which are safe, legal, and clean by guaranteeing managers are well equipped to take decisive action to resolve.
  • ensure all HR and H&S policies and procedures are adhered to.
  • comply with Data Protection and GDPR regulations relevant to the business and ensure yourself and those you manage adhere to and follow correct practice.


  • maximise sales, ensuring profits through careful management of operating expenses, so all activities achieve kpi’s and targets.
  • financial control of annual budget; effectively coordinate, control, and manage all resources and commercials to deliver all targets of the P&L.
  • overseeing pricing, stock control management and suppliers across all sites.
  • regular liaison with the Financial Controller and payroll including changes to product costings, location costs, employee situations and circumstances accurately and on time.


  • prepare and present monthly, quarterly, and annual reports on the operational and financial performance of each site; agree and review budgets with the Financial Director.
  • manage and motivate individuals including holding difficult and honest conversations quickly with a view to understanding the problem, identifying the solution(s) and developing areas of need.


  • attract, recruit, develop and retain high-quality talent. Coach and mentor individuals to achieve their potential and targets with the assistance of the Director of People and Culture
  • ensure all coffee trained employees attend Origin Coffee’s Retail Training Programme
  • identify learning and development opportunities for all individuals within the retail teams to support career pathway direction of travel
  • carry out performance reviews, one-to-one’s and provide regular feedback.
  • identify and proactively manage any poor performance issues
  • build a good supportive relationship with all departments within Origin.

About you

As someone with previous experience in specialty coffee and hospitality, you understand our landscape, will know where we are going, see the potential ahead of us and share our ambition of continuously carving new pathways. You’ll balance the obsession with coffee with providing exceptional service, bending to location but blending to our broad customer profile. We’ve got a lot to share with those who don’t know us yet and you’ll be fundamental in bringing them in.

To be successful in this role, these are the things that matter the most:

  • essential experience of working in specialty coffee or a recognizable retail brand with a natural talent for creating connections industry
  • commercial acumen with a natural ability to identify customer needs and prioritise accordingly, without compromising on quality or brand activity
  • a natural flare for being the one that leads a team and a conversation; with solid interpersonal skills, including the ability to coordinate and influence a wide range of cross-department stakeholders, built on a solid foundation of trust and reassurance
  • broad and innovative management style that drives independent thinking, whilst challenging status quo multi-site operational experience
  • ability to think strategically, act decisively and manage and maintain deadlines provide clear, concise, and brand-appropriate communication

Skills and experience:

  • educated to degree level in the hospitality or business sector, or equivalent level of relevant experience proven experience of working with a reputable business in a fast paced, high turnover hospitality or retail environment
  • proven experience of delivering against kpi’s and targets driven by excellent numerical and analytical skills
  • experience of leading teams delivering consistent and exceptional standards of customer service, are engaging, acknowledging, courteous and develop excellent product knowledge
  • demonstrable experience of self-led initiatives with a natural ability to manage and prioritise own workload
  • proven experience of identifying and implementing opportunity to deliver and grow revenue
  • experience of working for a B-Corp accredited organisation or similar working space, whose core focus is addressing our current climate crisis and being part of the change
  • good working knowledge of all MO365 packages and digital systems

Essential behavioural competencies:

  • a proactive approach to lead, manage, motivate, and inspire others to achieve results
  • demonstrable experience of supporting and implementing creative growth
  • a positive and solutions-based method to continuous improvement and leading change
  • highly self-motivated and enjoy working by own initiative to deliver results
  • approachable and adaptable with a creative and open mindset working with individuals with varied skillsets, ways of working and those with different learning styles
  • customer service excellence
  • thrive in a dynamic and fast paced environment
  • strong communicator with excellent verbal, written and communication skills
  • comfortable travelling to multiple London sites in same day including regular travel to Cornwall.

At Origin Coffee, we value diversity and inclusion. We encourage applications from all backgrounds and are committed to having a team with a diverse set of skills, experiences, and abilities.


£35,000-£40,000 FTE per annum plus performance bonus

Nature of contract

Permanent and full-time. Flexible working is supported


London, with visits to Cornwall. Open to travel throughout the UK and Europe


29 days holidays including bank holidays and your birthday off, with additional days accrued after two, three- and four-years’ service


Employer pension contribution of 3%

Mental Health and Physical First Aid Training

We provide our employees with a toolkit for both preventing and addressing mental health crises in and out of work, providing genuine support, safety, and happiness in the workplace

Enhanced Maternity, Paternity and Adoption and Fertility Journey Leave and Pay

We recognise the importance of becoming a parent and are working are going above industry norm to support all parents

Employee Assistant Programme

A comprehensive suite of support from an (EAP) including help with physical, mental, and financial wellness at work

Continued professional development

We invest in all our employee’s by supporting personal development, encouraging you to broaden your experience and learning potential, led by you

SCA training

Everyone who works for Origin can embark on the SCA training programme. Depending on your readiness to learn you can dip your toe in or immerse yourself fully. It’s quite addictive!

An employee referral scheme

Once you join Origin, you’ll want to introduce likeminded people to us. When you do, they settle in and pass their probation, you earn £200


Time off for volunteering, cycle to work scheme, free coffee at work and to take home, discounts in all our cafés and on our merchandise and partners. And of course, regular social and team events serving exceptional food, drink, and of course, amazing coffee!