Reports to: Managing Director

Location: Across the shops in the City of London, with head office attendance as required — this is not a desk job

Direct reports: Area Manager, Facilities & Maintenance Manager, and the Shop Managers of shops not covered by the Area Manager

Working Pattern: Mon – Fri, contracted 40 hrs, plus at least one Saturday per month in person, alternating with the Area Manager so Saturdays have senior presence. Includes a degree of flexible out-of-hours availability for genuine emergencies.

About Us

Founded in 2018, Rosslyn is a collection of award-winning specialty coffee shops across the City of London. We set out to create something special: “All the high standards and attention to detail of the great Australian Café, combined with all the warmth and hospitality of the great Irish pub! ”. Our sites are now amongst the busiest in the world and bring together industry leaders from various fields to represent their work under one roof!

We believe that what we do matters. We're a hospitality business built around contributing to everyone we come into contact with — our guests, our team, and our community. We understand that success means more when it's shared, and that when you invest in the people around you, it comes back around.

We're currently in a phase of focused growth — concentrating on the ten shops we already operate and making what they do even better, rather than adding sites. This is a newly created seat, and the person who takes it will shape it.

Purpose of the Role

To be accountable for operational performance across Rosslyn’s estate of coffee shops — covering guest experience, commercials, standards and compliance — delivered results through the Area Manager, the Facilities & Maintenance Manager and the Shop Managers reporting directly into the role. This seat owns the standards, procedures and systems the shops run to. Success is measured by what the operations team delivers, not by individual influence.

About You

This is a seat for someone who leads through people, not around them — who wants the most from their team by holding them to a standard with warmth rather than preventing them from making decisions that encourage continuous learning and growth. You notice the things that are easy to walk past, and you care enough to fix the cause, not just the symptom. You're optimistic about how we work together to create our vision and you deliver on honesty, even when it's uncomfortable. You’re the voice that shares where we can do better for our shop-based team and guests. Above all, you understand how hospitality is the what we do, and coffee is the how we do it.

Multi-site leadership in hospitality, food & beverage, or premium retail, ideally across five sites or more
Finds people management rewarding and is proud of the way they work set others up for success, such as by developing their professional competency or leadership capabilities
Has owned a P&L at estate level and can talk fluently about labour, waste and margin
Comfortable holding people to a standard with warmth— and being held to one yourself, applying constant, gentle pressure.
Appetite and respect for specialty coffee as a craft — you won't need to be a coffee wiz, but you’ll understand the impact we can have through it

Key Responsibilities

Own the day-to-day operation of the entire shop estate, through the Area Manager and Shop Managers
Own operational process across the estate, ensuring everything lands properly with guests, managers, teams and the support team in mind.
Hold the Facilities & Maintenance Manager accountable for response times, planned preventative maintenance and the estate's compliance position
Arbitrate where maintenance priorities and trading priorities conflict
Hold regular structured meetings with direct reports, reviewing performance and progress
Be present in the shops during trading, including covered Saturdays
Set the standard for guest experience across the estate, and act as the senior operational voice on what guests need as the offering develops
Own the labour deployment model — staffing benchmarks and rota standards — reviewing it throughout the year
Work with the support team to ensure areas of the business such as Facilities, Product, Marketing, Talent and Finance are supporting the operations team in delivering experiences to guests.
Handle escalations that can't be resolved at shop or area level

This list is not exhaustive and the role will also encompass further responsibilities.

Compensation & Benefits

Head of Shop Operations at Rosslyn is a newly created role. For the right candidate, we will be offering between £60,000 - £70,000 per annum DOE. Our salary offering doesn’t include the earnings projected from a role-specific bonus scheme. Our benefits package includes;

Free coffee at work
Generous discounts on our House and Guest retail offerings
Access to an EAP
Cycle-to-work Scheme
Work socials that include a bi-yearly company-wide event, cuppings with leading roasteries from across the world and further internal events
Tickets to London Coffee Festival

Why Rosslyn

We're recognised as one of Europe's leading independent coffee shops, and we've been featured in some of the most respected titles in the industry.

2026: Placed 12th (1st in England) in Europe's 100 Best Coffee Shops 2026
2023: Living Wage Champion Award — Winner
2024: Europe's Best Independent Café — Finalist
2022: Best Independent Coffee Shop in Europe — Allegra Events (Winner)