Head of Retail
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
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About the role
As Head of Retail, you’ll shape every aspect of the Origin shop experience, from how our spaces look and feel to the coffee we serve and the standards we uphold every day. You will bring a deep appreciation for speciality coffee, a genuine passion for hospitality, and the entrepreneurial mindset to continually evolve and improve our retail offering.
At the heart of this role is culture. You will build teams that care deeply about quality, service and one another, creating environments where high standards are maintained because they are genuinely lived, not simply managed. We believe exceptional coffee, delivered with warmth and expertise, creates lasting customer relationships and sustainable commercial success. You will lead both, ensuring our shops perform as beautifully as they present.
What you'll do
Build a Culture of Care and Hospitality
Shape and embed an exceptional hospitality culture across all Origin cafés, ensuring every customer experience reflects warmth, care and attention to detail.
Lead, coach and develop General Managers, creating high-performing teams with clear pathways for growth and progression.
Partner with People, Training and Coffee teams to attract, develop and retain outstanding hospitality and coffee talent.
Set and Elevate the Standard
Champion exceptional retail experiences, balancing efficient everyday service with immersive specialty coffee experiences.
Establish and maintain best-in-class standards across coffee quality, service, operations, education and customer experience.
Foster a culture of coffee discovery through engaging events, brew bars and industry-leading home brewing education.
Use customer feedback, performance insights and regular site visits to continually improve standards and team performance.
Grow the Retail Business
Lead the commercial performance of Origin's retail estate, driving sales, profitability, operational excellence and long-term growth.
Identify opportunities to improve customer experience, operational efficiency and commercial performance across all sites.
Collaborate across the business to develop compelling food, beverage and retail offerings that strengthen the Origin brand.
Support new openings, refurbishments and future retail projects, helping shape the next chapter of Origin's growth.
Strengthen the Origin Brand
Ensure the Origin experience is consistently expressed across every customer touchpoint.
Build meaningful connections with local communities through partnerships, events and experiences that make our cafés destinations.
Use customer insight and market understanding to identify opportunities for innovation and growth.
Lead Across the Business
Act as a key member of the leadership team, working closely with colleagues across Coffee, Training, Marketing, Finance, People and Wholesale.
Be the voice of retail within the business, ensuring customer and shop-level insights inform strategic decision-making.
Build strong cross-functional relationships that deliver a consistently exceptional Origin experience.
Who you are
A proven hospitality leader with experience creating and leading an exceptional customer experience within a leading specialty coffee shop, premium café or hospitality business. You may already have multi-site experience, or you may be an ambitious General Manager ready to take the next step in your career.
Deeply aligned with Origin's values and approach; passionate about speciality coffee, exceptional hospitality and doing things the right way.
An experienced speciality coffee professional with a strong understanding of coffee quality, sensory evaluation and service excellence. You can communicate your expertise in an accessible and engaging way.
A hospitality-led leader who instinctively understands how great experiences are created and why they matter.
Experienced in building strong, values-led team cultures where people feel supported, accountable and motivated to do their best work.
A collaborative and influential leader who builds trusted relationships and brings people together around shared goals.
Commercially astute, with experience managing sales performance, labour planning, profitability and stock control.
Highly organised and capable of balancing strategic priorities with the operational detail required to support multiple locations.
Willing to travel regularly across our retail estate, including Cornwall, Bristol, London and Edinburgh.
What success looks like
A confident and engaged General Manager community, supported by clear development pathways and strong team retention.
Consistently high standards across every location, underpinned by a clear and measurable Origin retail operating model.
Outstanding customer feedback and guest satisfaction across the retail estate.
Strong commercial performance, with each shop delivering against agreed sales, labour and profitability targets.
Clear growth plans for every location, aligned with the wider business strategy and supported by measurable outcomes.
Shops that feel unmistakably Origin: welcoming, consistent and recognised for both coffee quality and hospitality excellence.
Working at Origin
26 days’ holiday, including your birthday off, plus flexible bank holidays
Unlimited coffee and discounts on merchandise and partner products
B Corp certified and proudly independent
People-first culture with meaningful, values-led work
SCA training and learning opportunities for everyone
Enhanced family leave, sick pay, period leave, and personal days
5% employer pension contribution
24/7 Employee Assistance Programme and GP service
Two paid volunteering days each year
Everyone is welcome at Origin
We believe diverse perspectives enrich our culture and creativity. If you’re passionate about coffee and excited by this opportunity – even if you don’t tick every box – we encourage you to apply. Your unique experience could be exactly what we need.
Why join us?
At Origin, you’ll be part of a dynamic team that values creativity, sustainability, and collaboration. We’re committed to providing an inclusive and inspiring environment where you can grow professionally and make a meaningful impact. And, of course, you’ll have access to some of the best coffee experiences imaginable.
While you are here and before you apply, take a look at us on Instagram.
We may close this advert early if we receive a high volume of suitable applications.
