General Manager

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 busin…