General Manager

Job Description

Greensmiths is looking for a hands-on, service-driven General Manager to lead our Waterloo deli and café, with a strong focus on delivering an excellent counter service and shopping experience.

We are a neighbourhood food destination bringing together a deli, café, greengrocer, bakery, butcher, fishmonger, wine merchant and cheesemonger under one roof — passionate about high-quality produce, exceptional service, and a fast-paced café environment.

Reporting to the Operations Manager, this role is all about ensuring the site runs smoothly day to day, leading the team, fostering a warm and welcoming atmosphere and delivering an excellent customer experience. The General Manager will play a key role in shaping the product offer through strong supplier relationships and thoughtful sourcing, as well as having responsibility for sales performance and GP across all elements of the offering.

Key Responsibilities

• Lead and manage the daily running of the Greensmiths grocery and café
• Provide visible, hands-on leadership on the shop floor, particularly during peak service times
• Deliver a smooth, efficient counter service, ensuring queues are managed and service remains consistent
• Champion exceptional coffee quality, consistency, and café standards
• Coach, train, and develop staff to ensure the highest possible standards of customer service, coffee, shop presentation and cleanliness
• Manage and support the Kitchen Manager to ensure strong coordination between the shop and kitchen
• Oversee scheduling and rotas to ensure the team is set up for busy periods within labour budgets
• Maintain a welcoming, well-organised, and customer-focused environment
• Handle customer feedback and resolve issues quickly and professionally
• Take ownership of sales performance and GP% delivery across retail and café operations
• Lead product sourcing and maintain strong, collaborative supplier relationships
• Ensure all areas comply with health, safety, and food hygiene standards
• Lead in stock management, merchandising, and counters presentation 
• Monitor and drive performance against KPIs, including sales, service, and operational efficiency

Job Requirements

What We’re Looking For

• At least 3 years’ experience in a hands-on management role within a QSR, café or retail environment
• Experience running busy service periods and managing customer flow
• Comfortable leading from the front in a fast-paced, service-led setting
• Strong understanding of how to balance speed, quality, and customer experience
• Excellent people management skills — able to train and support a small, diverse team. 
• Highly organised, reliable, and able to prioritise effectively under pressure
• Knowledge of food safety, HACCP, and retail compliance
• Positive, approachable, and friendly

Desirable experience:

• Experience in counter service or grab-and-go concepts
• Experience in premium or fresh food environments
• Some retail management alongside hospitality operations

The Opportunity

This role is ideal for a manager with a strong hospitality background who enjoys being customer-facing and thrives in a busy, service-led environment. You will play a key role in developing the counter and grab-and-go offer while leading a strong, capable team.

Job Location

Greensmiths
27 Lower Marsh
London SE1 7RG