Retail Manager – Ham

Position: RETAIL MANAGER – HAM
# RETAIL MANAGER – HAMby  | Oct 31, 2025#

JOB DESCRIPTION:

RETAIL MANAGERWe 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.
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