Date Posted: August 6, 2018

Position Summary

The coffee shop manager oversees the delivery of exceptional customer experiences by leading a team of ministry-minded staff to provide outstanding customer service while serving delicious coffee and food. Performing duties in an efficient and effective manner, the manager leads the coffee shop staff in maintaining the highest standards and levels of quality and excellence. Highly relational and a proactive self-starter, this individual takes full ownership of all coffee shop manager duties while promoting and supporting the mission of Insight for Living Ministries (IFLM).

As a member of the Operations Department, the coffee shop manager has a responsibility to bear the fruit of the Spirit and to accurately express the ministry’s beliefs and values in all interactions with customers, staff members, and vendors.

Core Job Functions

Management (25%)

  • Creates and maintains a healthy, productive, and customer-oriented environment
  • Supervises staff efficiently and effectively, especially relating to scheduling, productivity, technical skills, and morale
  • Establishes and maintains coffee shop best practices related to daily operations, health and safety, inventory, merchandising, and budget
  • Tracks and maintains effective documentation of all items related to daily operations, inventory, expiration dates, waste, maintenance/repair, staff, finances, etc.
  • Plans and ensures (via orders, in-store pick-up, etc.) that inventory is appropriately stocked each day at minimum cost
  • Trains staff regularly and on a scheduled basis

Customer Interactions (20%)

  • Regulates and expresses emotions appropriately (Ephesians 4:26)
  • Intentionally interacts with customers in a healthy, friendly, engaging, and professional manner (Romans 12:18)
  • Builds rapport quickly and easily through meaningful connections and showing interest (Philippians 2:3–5)
  • Carefully listens in order to accurately understand others’ needs (James 1:19)

Cleaning (20%)

  • Demonstrates commitment and willingness to serve customers and staff by cleaning (John 13:14–15)
  • Ensures staff follows all cleaning schedules and checklists, using appropriate tools and materials
  • Upholds highest standards of cleanliness, ensuring all items are meticulously cleaned

Professionalism (5%)

  • Communicates professionally
  • Adheres to IFLM and Book Shoppe and Coffee policies and procedures
  • Maintains consistent and reliable attendance
  • Manages stress in a professional manner
  • Produces expected work levels consistently

Technical Skills (10%)

  • Understands barista techniques to ensure delivery of superior-tasting coffee and drinks
  • Uses job-related technology effectively
  • Ensures completion of tasks, processes, and procedures without error and within required timeframes

Customer Experience Philosophy (5%)

  • Adheres to Coffee Shop customer experience philosophy
  • Anticipates and fulfills needs appropriately
  • Exercises empowerment in balancing customer and organizational needs
  • Exercises sound judgment and decisive action

Professional Development (5%)

  • Commits to the challenges of growth and development per the professional development plan
  • Pursues the designated knowledge and/or experience with a positive attitude
  • Completes assigned tasks with excellence and in a timely manner

Team Member Contribution (10%)

  • Models IFLM’s core values through daily conduct
  • Exerts initiative and drive to improve departmental and organizational operations
  • Owns problems, creates solutions, and maintains personal accountability for results

Position Specifications

Job Qualifications

  • Bachelor’s degree desired but not required
  • 5 to 7 years’ prior relevant experience; prior supervisory responsibility strongly desired
  • High relatability with strong customer service orientation and demeanor
  • Ability to communicate clearly, succinctly, and effectively
  • Ability to balance building relationships with completing tasks
  • Strong work ethic, drive, and ability to take direction
  • Meticulous attention to detail in completing all responsibilities, particularly in observing cleanliness needs
  • Commitment to adhering to task schedule yet able to change when needed
  • Ability to identify and proactively fulfill coffee-shop-related needs
  • Humility, a high level of flexibility, a positive attitude, and the ability to work well with others
  • Ability to stand for prolonged periods of time
  • Ability to efficiently use Point-of-Sale systems and databases

This is a full-time position—40 hours per week plus some weekend work.