Regional Manager

Regional Manager – Costa Coffee By Sim Trava

Reports to: Operations Manager

Location; Field based 

Role Purpose

The Regional Manager leads a portfolio of Costa Coffee stores within the Sim Trava franchise, delivering outstanding operational performance, excellent customer experience, and strong commercial results. The role is accountable for driving sales, profitability, operational standards, and developing our people across the region while embedding Sim Trava’s culture and values.

Key Responsibilities

Commercial & Operational Accountability

• Deliver and exceed regional sales, gross profit, labour efficiency, and profitability targets.
• Monitor, analyse, and forecast store performance using company systems, KPIs, and reporting tools.
• Coach and challenge Store Managers to maximise financial performance and achieve budgets.
• Lead regional P&L accountability and ensure effective cost management, stock control, and compliance.
• Ensure stores operate efficiently by implementing best practice operational routines and decision-making processes.
• Support new store openings, relocations, and refurbishments to ensure operational readiness.
• Actively participate in annual budgeting and ongoing performance monitoring to maximise profit contribution.

People Leadership & Development

• Lead, motivate, and inspire our people to achieve exceptional performance.
• Implement succession planning to develop talent and maintain a robust pipeline for key positions.
• Onboard and retain high-quality Store Managers and store teams.
• Conduct structured coaching, 1:1s, performance reviews, and development plans for all Store Managers.
• Promote a culture of recognition, accountability, and continuous improvement across the region.
• Manage Store Manager performance, holidays, and ensure compliance with People Support guidance.
• Support training and development plans for all store colleagues, ensuring they reach full potential.
• Share best practice across all stores to maintain high brand standards and consistent customer experience.

Customer Experience & Continuous Improvement

• Ensure stores consistently deliver the highest standards of customer service, brand presentation, and operational excellence.
• Use tools such as Costa Check, Medallia, and customer feedback to drive improvement actions.
• Maintain awareness of local market trends, competitors, and opportunities.
• Oversee customer complaint and feedback processes, ensuring investigations and actions are implemented.
• Ensure all stores maintain operational readiness, including equipment, cleanliness, and safe working environments.
• Lead initiatives to improve customer journey, store efficiency, and profitability.

Compliance, Health & Safety

• Ensure all stores comply with Health & Safety, Food Safety, legal, and brand standards.
• Monitor compliance of in-store safety records, risk assessments, and training completion.
• Ensure our people are trained in cash handling, security, fire procedures, and company policies.
• Follow up on audits, EHO, Ecosure & Lighthouse inspections, and corrective actions promptly.

Communication & Stakeholder Management

• Act as a visible, hands-on leader across the region, enabling a positive and engaged culture.
• Maintain regular communications including proactive 1:1s supported by actions with Store Managers, the Operations Manager, and support functions.
• Represent Sim Trava professionally in all internal and external interactions.
• Contribute to company projects, strategy, and improvement initiatives.

Person Specification

Experience & Background

• Minimum 4 years’ experience in multi-site leadership within hospitality or QSR, ideally in a branded chain.
• Proven record of managing large teams including Store Managers, Assistant Managers, Team Leaders and Baristas. (17+ stores desirable).
• Experience working within structured brand environments, ensuring compliance to brand standards.
• Strong track record in driving sales growth, labour efficiency, cost control, and overall profitability.
• Experience in people development, succession planning, and new store openings/refurbishments.

Leadership & Management Skills

• Inspiring, engaging leader able to motivate and develop Store Managers and their teams.
• Strong coaching skills with ability to drive KPI improvements.
• Highly organised and able to prioritise in a fast-paced environment.
• Able to influence, challenge, and guide teams while maintaining positive relationships.
• High emotional intelligence with the ability to manage difficult conversations professionally.
• Fluent in HR policies and procedures, with the ability to apply them effectively in recruitment, performance management, disciplinary actions, and employee relations.

Operational Excellence

• High-level understanding of Costa Coffee operations or similar branded hospitality environments.
• Experienced in auditing, compliance, and operational standards management.
• Able to analyse performance data and translate insights into actionable plans.
• Confident in leading change and implementing consistent operational processes across multiple stores.

Commercial & Financial Skills

• Strong commercial acumen with ability to interpret P&Ls, manage budgets, and drive profitability.
• Data-driven decision-maker balancing commercial performance with operational quality.
• Proven ability to implement strategies improving sales, GP, labour %, and overall store profitability.

Communication & Relationship Management

• Clear, confident communicator with excellent influencing skills.
• Ability to work collaboratively with leadership teams, support functions, and external partners.
• Strong stakeholder management skills with ability to represent the business professionally.

Personal Attributes

• Results-focused, proactive, and highly resilient.
• Hands-on, visible leader present in stores, leading by example.
• High integrity, professionalism, and alignment with Sim Trava values.
• Flexible and willing to travel across the region, including early mornings, late nights, and weekends.
• Passionate about delivering great coffee, service, and high store standards.