Makers is an artisanal luxury chocolaterie and coffee shop located in the heart of Chelsea. Every creation – from chocolates and baked goods to soft serve and more – is made with clean ingredients and is 100% dairy free, wheat free, seed oil free, and refined sugar‑free. In just a short time, Makers is building a loyal following and establishing itself as a destination for a new kind of indulgence.
As we grow across retail, e-commerce, wholesale and gifting, we are preparing to open our new Marylebone location. We are looking for an experienced General Manager to lead the opening and establish the team, operating standards and customer experience that will shape its success.
The Role
This is a senior, hands‑on leadership role with responsibility for taking a new store from pre‑opening preparation through launch and into successful daily trading.
Joining ahead of opening, you will turn the Makers vision into a practical operating plan. You will build and train the store team, establish procedures, coordinate operational readiness and ensure the space works for both customers and colleagues.
Once open, you will take ownership of the store’s performance, leading service, developing your managers and team, and managing sales, labour, stock and controllable costs against agreed budgets.
Working closely with the leadership team, Executive Chef, Marketing & Sales, procurement and finance, you will have a central role in creating a successful new location and establishing systems that support Makers’ continued growth.
Your Responsibilities
Pre-Opening & Launch
- Lead the store’s operational opening plan, tracking deadlines, dependencies and outstanding decisions.
- Translate the agreed concept, menu and service model into staffing, equipment, storage and workflow requirements.
- Review the layout with the project and kitchen teams, identifying practical requirements for service, queues, collection, deliveries and replenishment.
- Develop the staffing structure and recruitment plan within an agreed headcount and payroll budget.
- Lead interviews, hiring, onboarding and training for the store team.
- Establish opening and closing procedures, service standards, daily checklists and management handovers.
- Coordinate operational setup, including POS, payment systems, delivery platforms, stock controls and essential store services.
- Work with the relevant teams to confirm that required approvals, safety procedures and operational records are in place before trading.
- Participate in handover and snagging reviews, tracking issues through to resolution.
- Organise training sessions, equipment trials and mock services, resolving issues before welcoming customers.
- Provide leadership with clear readiness updates, flagging risks early and recommending practical solutions.
- Coordinate with Marketing & Sales to deliver a well‑prepared preview and opening experience.
Commercial Performance & Financial Management
- Contribute to the opening budget and develop the store’s operating budget with leadership and finance.
- Take accountability for store profitability and performance against agreed sales, payroll, waste and controllable cost targets.
- Translate daily, weekly and monthly sales targets into clear priorities for managers and team members.
- Monitor average transaction value, units per transaction, product mix and sales across in‑store, collection and delivery channels.
- Review the store’s profit and loss with finance, investigate variances and implement corrective actions.
- Forecast staffing and stock requirements around trading patterns, seasonal campaigns and expected demand.
- Present regular performance updates with clear actions, owners and deadlines.
- Identify opportunities to grow revenue and improve efficiency while protecting product quality and service.
Team Leadership & Development
- Build a capable management and store team with clear responsibilities and expectations.
- Lead a culture of warm hospitality, accountability, collaboration and respect.
- Develop supervisors and managers so the store operates consistently in your absence.
- Establish structured onboarding, product training and ongoing coaching.
- Manage rotas, attendance, holiday planning and payroll inputs within agreed budgets.
- Conduct regular performance reviews and address concerns promptly, with appropriate leadership support.
- Maintain effective communication between the store, kitchen and wider business.
Customer Experience & Brand Standards
- Set and maintain a thoughtful, personal service experience that reflects Makers’ luxury positioning.
- Be a visible leader on the floor, supporting the team during busy periods and building relationships with customers.
- Ensure the team confidently communicates our products, ingredients, craftsmanship and gifting options.
- Take ownership of customer feedback and service recovery, using insights to improve operations.
- Maintain consistently high standards across product presentation, displays, packaging, cleanliness and store atmosphere.
- Work with Marketing & Sales to execute launches, seasonal campaigns and local activity.
- Build relationships within the Marylebone community and identify opportunities for repeat visits and local loyalty.
Operations, Stock & Safety
- Oversee the complete daily operation of the store, including opening, closing, service and order fulfilment.
- Establish reliable stock counts, ordering, delivery checks and replenishment routines with procurement and the kitchen.
- Partner closely with the Operations & Procurement function to improve stock accuracy, streamline processes, ensure efficient product flow and support effective inventory management.
- Monitor availability, shelf life, storage and waste, investigating discrepancies and taking action.
- Ensure cash handling, refunds, till reconciliation and stock movements are accurately recorded.
- Maintain food safety, allergen, hygiene and health and safety procedures, training and records.
- Coordinate maintenance, repairs and supplier support, ensuring issues are resolved promptly.
- Review procedures after opening and improve them as trading patterns become clear.
About You
- Proven experience as a General Manager or in a comparable senior role within premium hospitality, cafés, bakeries or food retail.
- Experience leading a new opening, including recruitment, operational setup, training and launch.
- A strong track record of managing store profitability, budgets and commercial targets.
- Experience building and developing managers and customer‑facing teams.
- Confident planning staffing, controlling labour costs and managing stock and waste.
- Able to create practical systems and procedures in a growing business.
- A warm, credible leader who combines high standards with a supportive management style.
- Organised and decisive, with the judgement to resolve issues independently and elevate when needed.
- Comfortable working across departments and coordinating several priorities under time pressure.
- A strong appreciation for exceptional food, thoughtful design and personal hospitality.
- Available to work a rota including weekends and bank holidays.
What We Offer
- The opportunity to lead a significant new opening and shape the operation from the outset.
- Ownership of a new Marylebone location within a growing, creative brand.
- Close collaboration with the leadership team.
- Company pension and employee discount.
- Opportunities for further responsibility as Makers expands.
- Salary: £50,000
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