Branch Manager Wembley

About the Role

Bonbon Pottery is looking for a Store Manager to run one of our branches day to day. You'll lead a team, keep the store on budget, look after our customers and make sure every visit is a great one.

You'll be the person in charge on site, and the link between your branch and the management team.

Key Responsibilities

Store operations

- Take full responsibility for the day-to-day running of your branch, from opening to close
- Make sure the studio is clean, safe, well stocked and ready for customers every day
- Look after the building and equipment, including kilns, and report maintenance issues promptly
- Keep to health and safety, food hygiene and fire safety standards, and keep records up to date
- Manage stock levels, place orders and keep supplier deliveries on track

Finance and performance

- Understand your branch's numbers, including sales, labour costs and margins
- Work within agreed budgets and flag any risk of overspend early
- Manage cash handling, end-of-day reconciliation and till accuracy
- Track performance against targets and suggest ways to grow sales

Team leadership

- Lead, motivate and support a team of 10 or more
- Plan rotas so the store is properly staffed while staying within the labour budget
- Recruit, onboard and train new team members, with support from the management team
- Hold regular one-to-ones, give feedback and deal with performance or conduct issues fairly
- Approve timesheets and holiday requests

Customer experience

- Work front of house (FOH), greeting guests and leading by example on the floor
- Handle customer enquiries by phone, email and in person, including bookings, group events and parties
- Resolve complaints calmly and professionally
- Monitor online reviews and booking systems, and act on feedback

Communication and escalation

- Attend regular meetings with the management team and report on branch performance, issues and plans
- Escalate matters to the Operations Manager when they go beyond your authority or budget
- Share updates, targets and changes clearly with your team
- Support company initiatives, promotions and events

Essential Requirements

- At least 6 months' experience as a manager, leading a team of at least 10 people
- Confident with numbers: able to read sales reports, manage costs and stick to a budget
- Experience working front of house in a customer-facing setting (hospitality, retail or leisure)
- Strong organisational skills and the ability to prioritise in a busy environment
- Clear, professional communication, both written and spoken
- Comfortable using booking systems, rota and timesheet apps, and basic spreadsheets
- Good judgement about what to handle yourself and when to escalate
- Flexible availability, including weekends, evenings and school holidays
- Right to work in the UK

Desirable

- Experience in a paint-your-own pottery studio, café, or creative or experience-led business
- Food hygiene (Level 2 or above) and first aid certificates
- Experience running children's parties, group bookings or corporate events
- Experience with SevenRooms, SimplyBook or Connecteam
- A track record of improving sales, reviews or team retention

The kind of person we're looking for

- Calm under pressure and solution-focused
- Warm and welcoming with customers of all ages
- Leads from the front and sets the standard for the team
- Takes ownership and follows things through

##