Aviva Home Insurance CAFÉ MANAGER MISSION To build customer satisfaction and customer loyalty in the trade area so that Indigo is the trade area market leader. To maintain the store environment and ensure security. To deliver the highest level of customer service - Our Indigo Service Guarantee. KEY PERFORMANCE MEASURES Trade area customer satisfaction ratings Direct report work satisfaction ratings Customer service labour costs Supplies & other expenses Shrink KEY RESPONSIBILITIES Human Resource/Organization Development Provides all café staff with a clear understanding of performance standards and Human Resource Policies & Practices. Coaches and motivates café supervisors/assistant manager consistent with Indigo retail process performance standards and Human Resource Policies & Practices. Recruits Café staff members and Café supervisors consistent with Indigo service and performance standards. Manages the join-up and training of Café staff and ensures that a process is in place for Café supervisors. Conducts performance reviews for the all café staff consistent with the Human Resource Policies & Practices and provides an understanding of career opportunities with the Company. Ensures the on-going training and development/corrective action of individuals in the café to build organization capability as well as employee work satisfaction levels. Supports the General Manager in the development and evolution of customer service and store operations policies and practices. Business Operations Ensures the effective scheduling of staff to provide an outstanding service experience for customers. Participates, on an on-going basis, in building the spirit and energy in the organization. Prepares food and beverage using pre-determined recipes. Operates cash register using existing pricing formulas. Follows cash-out procedures in a timely and discreet manner. Processes orders of incoming product and ensure proper storage/rotation requirements are satisfied. This activity may require lifting objects of up to twenty-five pounds. Accurate understanding of budget objectives i.e.-top-line sales. Perpetually manages controllable costs (labour/cost of goods/supplies). Maintains the store condition in all aspects consistent with Indigo standards and the notion of an outstanding service experience for customers. Ensure that all staff understands the process and standards of performance for selling, service, product, store environment and security/loss prevention. Supports other store management team members as required to ensure the quality of customer experience in the store. Ensures effective communication of all relevant information for all café staff through meetings, communication binders and other channels. KEY RELATIONSHIPS Reports to: Director of café operations/Operations manager, Indigo café. Supervises: all café staff. Interfaces and builds relationships with: the General Manager Customers PERSON SPECIFICATIONS The individual in this role must have a demonstrated love of and knowledge of books, a university education, and at least three years in a managerial position in a café environment recognized for customer service excellence. The Café manager must have outstanding people management and communication skills, a natural orientation toward service, a high energy level and excellent problem-solving skills. Please send your resume and a cover letter stating the position you're interested in to the Operations Manager of the store of interest. Please see our Store Locations and Events section for contact information. 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