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