Pausa Coach

Overview

You will be the heartbeat of our Pausa coffee shop, the driving force behind our unique and joyful customer experience. You’ll take ownership of the business and set the tone, making sure every visit to our coffee shop feels like a warm welcome home. Whether it’s a regular grabbing their usual or a first-time visitor, you’ll make sure every customer leaves feeling better than when they arrived.

You’ll lead by example, inspiring a culture of genuine care, fast service and joyful interactions with every customer. You’ll empower your colleagues to take pride in every cup they craft, every smile they share, and every moment they create. You know what great looks like and work hard every day to make it happen.

This is a hands-on, high-energy role where your leadership will shape the heartbeat of Pausa. You’re passionate about people, obsessed with customer happiness, and ready to lead your team to success. You’ll keep a close eye on what customers love, what they need, and what keeps them coming back. You’ll turn feedback into action, and good days into great ones.

What you'll be doing

• Be customer obsessed – consistently consider the impact of your actions on the customer experience, and strive to deliver joyful experiences in the most effective and thoughtful way

• Lead by example – engage with your customers, listen to their thoughts and pick up on the little details that help make their experience even better

• Consistently deliver exceptional customer service to support strong CSAT (Customer Satisfaction) scores, ensuring every customer receives a welcoming, helpful, and memorable experience.

• Set the pace for a fast and friendly service that leaves customers smiling and wanting to come back again and again

• Inspire your team to deliver joy through every interaction, including using their expert advice and recommending their favourite products

• Handle any hiccups calmly and confidently, using the food escalation process when needed

• Celebrate the wins (big and small) and create an environment where everyone feels they can be their best self – valued, supported and genuinely proud of the work they do

• Check in with your team through regular wellbeing 121s, progress and career conversations and support the store succession plan

• Support the Leadership Team to bring the Engagement Action Plan to life in-store

• Build motivation within your team by setting daily targets and weekly product focuses to maximise sales

• Have weekly catch ups with your Store Coach to talk trade, compliance, customers, rotas and the week ahead

• Keep the bestsellers in stock by ordering smartly and minimising waste

• Make sure merchandising and campaigns are set up right first time – and coach your teams to confidently flex displays throughout the day

• Encourage ideas, improvements and fresh thinking – so Pausa continues to grow with our customers

What we'll look for in you

• You are customer obsessed – you inspire your team to put customers first and lead by example in every interaction

• You’ve led a team before – ideally in a fast-paced retail setting where there’s always something going on

• You’ve worked with food and drink – maybe in a café, a deli, or somewhere that smells like toast in the morning

• You’re happy to work weekends – we’re at our busiest when everyone else is off, so flexibility is key

• You care about your team – you’re the kind of person who checks in, cheers people on, and helps everyone feel part of something good

• You’re a great communicator – whether it’s chatting with customers or catching up with the Store Coach, you know how to get your point across

We’re not after a carbon copy of anyone else. We want people who bring something new to the table - different perspectives, fresh ideas, and a shared love of making our stores feel like home.