Regional Leader, NYC
At Matchaful, we are dedicated to transforming the matcha experience by serving premium, high-quality, farm-to-whisk matcha drinks and products in a welcoming and vibrant café environment. We take pride in our artisanal approach to matcha, ensuring that each cup embodies the essence of authentic Japanese tea culture. Our mission is to create a memorable experience for every customer, driven by our commitment to quality, sustainability, and exceptional service.
Position Overview:
The Regional Leader has the responsibility of overseeing all senior café leadership and the overall performance of NYC Matchaful cafés. This role requires a passion for Matcha, exceptional leadership skills, and a strong focus on retail growth and the highest standards of quality and customer satisfaction. The Regional Leader will lead a team of dedicated managers and retail staff across 9 Matchaful locations to drive the growth and success of our café business, setting a standard of excellence that will allow Matchaful to expand further across NYC and in other markets.
The Regional Leader will report directly to the CEO/Director of Operations. They will directly manage all NYC General Managers and Assistant Store Leads where applicable.
Key Responsibilities:
- Operational Excellence:
- Oversee all aspects of café operations, including but not limited to staffing, inventory management, quality assurance, SOPs, and financial performance.
- Ensure adherence to Matchaful’s operational standards and procedures, including food safety, cleanliness, and quality control.
- Monitor and analyze sales data, customer feedback, and operational metrics to identify opportunities for improvement and growth.
- Oversee café floor deployment, ensuring clear station ownership, break compliance, and seamless daily operations.
- Lead hiring and team planning for current and upcoming new store openings, owning recruiting, interviewing, and onboarding.
- Update and maintain Retail, Pastry, and Grab & Go planograms across all cafes.
- Review timecards weekly and report any key observations to Director of Retail Ops
- Financial Management:
- Oversee café net sales, including forecasting, cost control, and financial targets.
- Conduct weekly and monthly COGS review calls with Cafe Leadership to review waste and AVT reports.
- Inspire Cafe Leadership and their teams to meet their KPI goals, including P&L, waste, labor, sales, and review targets.
- Prepare reports on KPI tracking to Director of Ops as needed
- Drive labor efficiency by partnering with GMs to build data-informed schedules using historical trends and forecasting.
- Present ideas to improve operational efficiency to achieve financial targets and profitability.
- Handle cash management and ensure accurate financial transactions and records.
- Compliance and Safety:
- Ensure compliance with health, safety, and labor regulations. Ensure all NYC stores get or maintain A restaurant grades.
- Conduct regular Cafe Audit inspections to maintain a clean and safe working environment for both staff and customers.
- Review timecards for Cafe Leadership, ensuring minimum requirements are being met and break compliance is upheld.
- Implement and monitor safety protocols and emergency procedures.
- Team Leadership an Development:
- Manage Matchaful store teams, conducting weekly meetings with store leadership, while fostering a positive, collaborative and productive work environment.
- Lead and grow teams, focusing on development and empowerment of Cafe Management and their teams.
- Lead hiring and team planning for existing cafes and future New Store Openings.
- Support bar operations as needed across opening, mid, and closing shifts.
- Creates initiatives to drive team culture and positive team morale across all locations.
- Develop intentional training and company growth plans for new café leaders, ensuring a strong understanding of all aspects of café operations and company mission.
- Share team accomplishments, promotions, and weekly reporting on Slack.
- Conduct quarterly performance reviews for direct reports, providing constructive feedback, and supporting professional development.
- Lead by example, demonstrating a strong work ethic, exceptional customer service, and a passion for Matcha and our offerings.
- Demonstrate ER (Employee Relations) and HR (Human Resources) knowledge, collaborating cross-functionally with high-level communication abilities.
- Customer Experience:
- Inspire team to improve Google Ratings across all cafes and ensure new stores launch with high reviews by working with Sr. Cafe Leadership to improve service standards and quality of drinks.
- Ensure all team members are following our Guest Journey Map and that every customer receives a memorable and high-quality experience, from the moment they enter the café to their departure.
- Identify high level customer trends and create and implement solutions for improvement.
- Coaching and developing Cafe Leadership on guest experience and operations, ensuring an elevated experience.
- Address and resolve customer concerns or complaints in a timely and professional manner.
- Implement and uphold customer service standards that reflect Matchaful’s commitment to excellence.
- Sales and Marketing:
- Collaborate with the marketing team to execute local marketing initiatives and promotions to drive foot traffic and increase sales.
- Collaborate with the marketing team to implement brand strategies and enhance the café’s visibility and reputation.
- Help to execute on-site brand partnership events as needed, and work closely with Training Manager to ensure all team members are trained on seasonal offerings and presentation.
- Monitor market trends and competitor activity to stay informed and competitive.
- Monitor holiday, store closure hours, and opening hours changes across Google, Yelp, and third party ordering apps
Qualifications:
- Bachelor’s degree in Business Administration, Hospitality Management, or a related field preferred.
- NYC Food Protection Certificate
- 3-5 years of experience in retail and/or F&B industry
- 2-5 years of multi-unit or similar leadership experience in fast-casual or full-service restaurant settings
- Experience with POS systems, inventory management software, restaurant management software, and basic financial reporting tools. Experience with MarketMan is a plus
- Experience reviewing P&Ls and and consistently achieving KPI targets
- Strong appreciation of Matcha and Japanese tea culture is a plus
- Excellent leadership, communication, and interpersonal skills
- Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment
- Commitment to delivering exceptional customer service and maintaining high-quality hospitality standards
- Strong decision-making and conflict resolution skills to navigate challenges effectively
- Comfort and ability to communicate effectively with the executive team and senior leadership, conveying complex information in a clear and concise manner
- Flexibility to work varying shifts, including weekends and holidays
Benefits & Perks:
Health Insurance, Dental Insurance, Vision Insurance
PTO, Commuter Benefits, Performance-based Bonuses, Free Daily Matchaful Cafe Drink, Retail & Food Discounts
Pay:
$85,000-$100,000
Pay: $85,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Experience:
- Multi-unit store leadership: 2 years (Preferred)
- Management: 1 year (Preferred)
- Food & Beverage Hospitality: 5 years (Preferred)
Ability to Commute:
- New York, NY 10017 (Required)
Work Location: In person
