KEY RESPONSIBILITIES OF THE ROLE

Manufacturing Leadership

• Orchestrate operational strategy across roasting, production, and dispatch, driving efficiency and holding ultimate accountability for overall manufacturing performance.
• Translate orders into clear production plans using the company’s digital, paperless systems while adhering to our just-in-time manufacturing philosophy.
• Provide hands-on support across the manufacturing floor when needed and act as the escalation point for operational issues.
• Direct courier partnerships and depot scheduling to align production with dispatch windows and secure logistics capacity during peak periods
• Coordinate peak periods, seasonal changes, and promotional activity employing excellent planning and communication skills.
• Coordinating with the Facilities Manager, oversee the preventative maintenance and servicing of all roasting and production machinery to ensure operational continuity and minimise unplanned downtime.
• Coordinate with the Product Coordinator to manage warehouse stock. Overseeing inventory accuracy and disciplined stock control through regular audits and waste monitoring, while collaborating across departments to ensure material availability aligns with forecasted demand.

Systems & Process Efficiency

• Support the accurate use of our paperless production and dispatch system, ensuring real‑time visibility and data is appropriately processed.
• Work with e‑commerce and marketing teams to manage orders, campaigns, and product availability.
• Identify and implement workflow improvements to streamline processes and communicate and collaborate effectively with associated department heads and managers .

Team Management

• Lead and develop your team, setting expectations and supporting their leadership.
• Build and maintain a collaborative culture across the entire company and specifically within roasting, dispatch, and e‑commerce teams.
• Identify requirements and processes for effective contingency planning.
• Implement training, performance management and succession planning.

Quality & Safety 

• Ensure all production activities meet food safety, hygiene, and quality standards.
• Maintain HACCP procedures and traceability in partnership with our Facilities Manager.
• Promote a safe working environment and continuous compliance across departments, overseeing related risk assessments, training and communication

Continuous Improvement, Reporting & Governance 

• Create and monitor KPIs including yield, waste, resource, and order accuracy.
• Lead improvement projects to enhance flow, reduce errors, and support scalable growth.
• Build processes and structures that prepare the operation for future growth.
• Attend and contribute to weekly business review meetings, delivering clear daily and weekly performance updates and quarterly business reviews

PRINCIPLE RESPONSIBILITIES (including but not limited to):

• Be the first point of contact for wholesale customers and deliver excellent customer support in line with Square Mile’s values, policies, and SOPs. Troubleshoot, diagnose, solve, and escalate issues as needed, and provide feedback where appropriate.
• Build and maintain strong positive relationships with customers on behalf of Square Mile Coffee Roasters, focusing on providing value, customer retention, and growth.
• Plan and deliver events, activations, customer visits, and other trips in London, regionally, and internationally.
• Ensure your assigned customers hear from you regularly by phone and email, per the agreed schedule, and are informed of all relevant events, promotions, and product launches.
• Advise customers on machinery and equipment for their businesses, provide quotes, and finalise equipment sales.
• Work closely with Sales to onboard new customers, and introduce them to Square Mile’s way of working to ensure their success
• Complete weekly/monthly/quarterly tasks on schedule to ensure smooth running of the Wholesale department. 
• Complete Wholesale projects promptly to improve and develop the Wholesale department. 
• Keep up-to-date detailed records of all customer interactions.
• Achieve key performance indicators (KPIs) to ensure the successful delivery of department targets and contribute towards business growth

OTHER RESPONSIBILITIES  (including but not limited to):  

• Identify and pursue opportunities to:
• Convert customers from guest to main
• Increase the frequency of guest customers’ orders
• Upsell products.
• Partner with the New Business & Sales Manager to seamlessly transition newly onboarded clients into loyal, long-term accounts
• Collaborate closely with the Training department to pinpoint key areas for individual customer improvement.
• Collaborate closely with the engineering department to ensure that customers' machinery is functioning properly and that their water filtration systems are adequate and up-to-date.
• Assisting with new equipment installations and ongoing maintenance. 
• Work closely with the Marketing team to prepare and deliver marketing and service-related communications, and to collaborate on marketing content. 
• Plan and execute exclusive promotions and offers for main customers.
• Provide ad-hoc cover for Customer Service and Barista Trainer
• Maintain industry knowledge and contacts, and work to keep Square Mile and our coffee at the top of people’s minds. 
• Stay updated with industry trends and changes that may affect or add value to our customers.
• Taking part in ad-hoc company projects.

The role will include (but is not limited to):

• Provide a friendly and meticulous delivery service
• Carefully plan delivery routes
• Picking and packing roasted coffee for wholesale orders
• Loading and unloading wholesale orders from van
• Ensure deliveries are made in full and on time
• Build relationships with our wholesale customers - bringing sensitivity and understanding to their business needs
• General vehicle maintenance 
• On-site coffee machinery troubleshooting where required
• Feedback and communication with other departments such as Production and Wholesale to ensure we are always improving and putting our customers’ needs first