operation manager coffee shop

Job Description: Operations Manager - The Coach Coffeeshop

About The Coach Coffeeshop:

The Coach Coffee Shop is a brand extension of the luxury goods company Coach, which combines a coffee shop experience with it's retail stores, targeting a younger audience with a New York-inspired theme. The shops offer coffee and food items, feature exclusive merchandise, and often connect directly to the main store, with the goal of increasing customer "linger" time and brand engagement With outlets in Grand Indonesia and Jakarta Premium Outlets (Alam Sutera), we are committed to maintaining impeccable standards of product quality, operational efficiency, and customer service that aligns with the premium expectations of our locations.

Position Summary:

The Operations Manager will be the key leader responsible for overseeing and optimizing the operational performance, financial health, and brand consistency across both The Coach Coffeeshop outlets in Grand Indonesia and Jakarta Premium Outlets. This role requires a proven leader who can manage multi-site logistics, inspire two distinct teams, and ensure an exceptional, consistent customer experience at both locations.

Key Responsibilities:

1. Multi-Unit Operations & Consistency:

• Oversee and ensure seamless daily operations across both the Grand Indonesia, Jakarta Premium Outlets and future pop-up locations.
• Develop, implement, and monitor operational policies, procedures, and service standards to guarantee brand consistency and premium execution at both sites.
• Regularly visit both locations to conduct operational audits, ensuring cleanliness, quality control, equipment maintenance, and compliance with all health and safety regulations are upheld to the highest standard.

2. Leadership and Team Development:

• Provide strategic leadership, direction, and motivation to the management and team members at both outlets.
• Coordinate with location supervisors on staffing, scheduling, recruitment, and performance management to ensure both sites are adequately staffed with high-performing teams.
• Conduct specialized training for staff across both locations to enhance product knowledge (especially specialty coffee), brand experience, and customer service skills.

3. Financial and Inventory Management:

• Monitor, analyze, and manage the Profit & Loss (P&L) statements for both outlets, identifying opportunities for cost savings and revenue growth.
• Oversee inventory management and procurement strategies for both locations, ensuring accurate stock levels and minimizing waste while coordinating effectively with suppliers.
• Develop and implement local sales driving initiatives and promotions tailored to the unique customer profiles of both the Grand Indonesia and Jakarta Premium Outlets.

4. Customer Experience & Brand Advocacy:

• Act as a brand ambassador, ensuring all team members deliver personalized and memorable customer experiences that reflect the premium nature of The Coach Coffeeshop brand.
• Proactively gather customer feedback from both locations (in-person and digital) and implement corrective actions to improve satisfaction and loyalty.

Qualifications:

• Proven experience (4+ years preferred) in a managerial role within the food & beverage or hospitality industry, with a strong track record in multi-site or area management.
• In-depth knowledge of specialty coffee, beverage preparation, and high-volume cafe operations.
• Exceptional leadership and coaching skills, with the ability to manage and motivate a diverse team across separate geographical locations.
• Strong financial acumen and experience managing budgets, P&L, inventory, and labor costs.
• Excellent organizational, time management, and problem-solving skills necessary to handle the demands of two premium outlets.
• Proficiency with Point-of-Sale (POS) systems and basic data analysis tools.
• Bachelor's Degree in Business, Hospitality Management, or a related field is preferred.

Reporting Structure:

The Operations Manager reports directly to the General Manager