Job Description

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Overview

The Senior Manager for Pausa Cafe will play a critical role in shaping and delivering the Pausa brand experience across Dunelm. This role provides leadership and oversight for key roles within the function, including:
Operations Management (including linking into store and cafe operations structure) Implementation & Communications Procurement & Product (indirect lead) Catering Team (indirect lead)
The role ensures Pausa continues to evolve as a customer-first department, delivering exceptional experiences, inspiring colleagues, and simplifying operations to drive profitable growth. Empowered to make critical decisions impacting cafe operations and colleague

experience.


The role represents Pausa across the business and at senior leadership forums and has cross-functional influence. Operating with autonomy, helping to shape the future of Pausa and its role within Dunelm and owning the national cafe performance, responsible for delivering against ambitious growth targets and evolving the customer proposition



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What you'll be doing

Strategic Delivery; Translate the Head of Pausa strategy into actionable plans and deliverables. Lead multiple workstreams, ensuring timely and effective execution of new initiatives, menus, and systems

Customer Experience Ownership; Champion the Pausa experience, ensuring consistency and quality across all cafes. Using customer insights and feedback to shape offers, improve service, and enhance the overall experience
Networking & Influence; Build strong relationships with key business functions (Central Operations, Store Ops, Finance, Maintenance, Procurement, H&S and audit) to influence decisions and secure resources. Represent Pausa with confidence and authority at senior forums and cross-functional meetings.
Operational Leadership & Excellence; Provide leadership to the Operations Manager and ensure alignment with store and cafe operations, driving process simplification and operational consistency across all sites Lead the adoption of digital tools and technology to improve efficiency and reporting.
Continuous Improvement; Embed a continuous improvement mindset, reviewing ways of working and processes to identify root causes of challenges. Seeking innovative solutions and new approaches to overcome legacy issues and improve efficiency.
Financial & Commercial Accountability; Take responsibility for the the cafe P&L, working with the Pausa finance business partner, including store by store budgeting, forecasting, and delivering against financial targets. Monitor sales, margins, and cost control, identifying opportunities for growth and efficiency. Work with operations teams to understand suitable reporting to drive operational excellence Support the development of business cases for investments required to protect cafe operations and enable growth.
Compliance & Risk Management; Act as the functional lead for food safety, allergens, and health & safety compliance, ensuring legal and brand standards are met. Conduct regular audit and review of training, processes and support for colleagues and implement proactive risk management measures and improved ways of working Dunelm Support the relationship with primary authority to ensure the business is protected and the reputation of the cafe and central team is maintained, using guidance to make suitable chang
People Development & Engagement; Lead and inspire a crossfunctional team, fostering collaboration and accountability. Develop a talent pipeline for cafe regional support roles and support succession planning with the relevant people roles Engage colleagues at all levels to create a culture of pride and ownership in Pausa.
New Stores & Refits Programme; Oversee the integration of Pausa into new store openings and refit programmes, ensuring cafe requirements are embedded in plans. Map and manage resources effectively to deliver on time and to standard with clear communications and clear growth targets
Support Site Cafe Oversight Ensure the support site cafe operates as a best-in-class example of the Pausa experience acting as a suitable recruitment and retention tool for Dunelm that responds to colleagues feedback and creates a hub of connection and energy within the support sites
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What we'll look for in you

Strong commercial acumen, understanding business operations, financial management and strategic planning to ensure success and profitability of the cafe chain

Customer first proposition creation, including marketing and communications expertise. A creative and innovative mindset and the ability to present ideas in a way that is nuanced to different audience
Excellent communication and stakeholder management skills, with the ability to influence at all levels
Confidence and authority in representing the function on critical topics
Passion for customer experience and colleague engagement o Understanding of store operations processes and ways of working
Identify and address operational, customer or commercial challenges through critical thinking and problem- solving
Relationship and influencing skills, a good networker who can pull teams, people and ideas together
Ability to lead through influence in a matrix structure
Experience in multi-site operations leadership
Knowledge of food safety and allergen management, with the ability to lead compliance and best practice
Crisis Management & Resilience including responsibility for navigating operational challenges
Basic understanding of marketing and branding principles to in the context of proposition creation and strengthening customer perception
Understanding of sustainable sourcing, waste reduction and energy-efficient practices to make environmentally conscious decisions
Strong self-awareness and perceiving skills
Can-do attitude willing and eager to embrace operational and strategic elements of the role
* A keenness for personal development and learning