Community Café and Shop Manager

We are seeking an experienced and enthusiastic Community Café and Shop Manager to oversee the day-to-day operations of our café and village shop. These functions serve to meet the health and well-being needs of not only Whiteley Village residents but also those of the wider community, simultaneously aiming to generate revenue to support the development of future community services within the village as a charity.

This role involves managing a small team of staff and a large team of volunteers, ensuring exceptional customer service, handling inventory and ordering, and driving sales while maintaining a welcoming and organised environment. It will also involve holding a license for the sale of alcohol and being responsible for all health and safety functions of both operations, including food hygiene. The ideal candidate will have a passion for food, retail, and customer satisfaction and be experienced with managing the needs of older people.

N.B. It is envisaged that both the Community shop and Community café will be run by highly competent and trained teams of volunteers with some support from staff in paid roles. Therefore, the management of volunteers will be a key part of this role.

Key Responsibilities:

Operational Management

• Manage daily operations of both the community café and shop, ensuring smooth service and excellent customer experience.
• Supervise, train, and schedule staff and volunteers to ensure excellent customer service and smooth operations.
• Develop and implement efficient processes for inventory management, ordering, and stock control.
• Maintain high standards and compliance with food hygiene, health and safety, and licensing regulations.
• Maintain the shop and cafés physical environment, ensuring it remains clean, safe, and welcoming.
• Create engaging product displays and manage promotions and seasonal offers.
• Resolve customer issues promptly and professionally.
• Monitor and improve customer satisfaction and retention.
• Work closely with owners or head office to implement marketing and business development strategies.
• Work closely with other Trust members to promote the café as a health and wellbeing venue for all generations, both internally and externally, working in partnership with local groups, charities and agencies.
• Work closely with marketing and other Trust departments.
• Work closely with staff members and volunteers to promote the café as a health and wellbeing venue for all generations, both internally and externally, working in partnership with local groups, charities and agencies.

Financial & Business Management

• Handle inventory control, ordering supplies, and stock rotation.
• Develop and present an annual strategic plan to the Board for review and approval.
• Monitor and manage financial performance, including sales, cost control, and gross profit.
• Contribute to the development of budgets, track financial performance, and report performance against budget to the Board.
• Identify opportunities to increase revenue, such as events, catering, or new product offerings.
• Maintain strong supplier relationships to ensure cost-effective purchasing.
• Ensure financial sustainability through responsible expenditure and identifying funding or grant opportunities.

Staff & Volunteer Management

• Recruit, train, and manage a team of staff and volunteers to deliver excellent service.
• Create a positive, inclusive, and supportive working environment.
• Develop and implement schedules to ensure adequate staffing levels.
• Foster volunteer engagement and retention through clear communication, support, and recognition.
• Provide mentorship and training opportunities to enhance staff and volunteer skills.
• Promote teamwork and encourage a culture of respect, engagement, and development.

Community Engagement & Marketing

• Build strong relationships with the local community to encourage support and involvement.
• Develop and maintain strong relationships with local suppliers and community partners.
• Develop and execute marketing initiatives, including social media, local partnerships, and events.
• Work with the Board and volunteers to create community-led initiatives and programs.
• Promote awareness of the shop and cafés role as a community hub through outreach and communication strategies.
• Encourage customer engagement through loyalty programs, feedback surveys, and special promotions.