Chloe Doran

• Successfully managed a variety of sites and team sizes across Manchester area, including over 3 years managing the Trafford Centre flagship with a team of 20+ where I delivered +10% l4l sales growth 3 years in a row.
• Led recruitment, training, and development of high-performing hospitality teams, fostering a positive and customer-focused culture.
• Managed team performance through regular reviews, coaching, and development plans to support career progression and operational excellence.
• Delivered strong customer service standards, consistently improving customer satisfaction and resolving complaints professionally and efficiently.
• Oversaw daily store operations, ensuring a clean, safe, well-stocked, and customer-friendly environment.
• Drove sales growth and achieved financial targets through effective budgeting, labour management, and cost control.
• Monitored and improved operational performance using business reports, KPIs, and real-time data insights.
• Maintained high food, beverage, and coffee quality standards through audits, training, and continuous coaching, achieving 5* EHO ratings at all sites.
• Trained and mentored new starters and team members to ensure compliance with brand standards and service excellence.
• Managed rotas and staffing levels effectively to optimise productivity and customer experience during peak trading periods.
• Coordinated local marketing initiatives, community partnerships, and promotional activities to enhance store performance and brand presence.
• Ensured accurate completion of administrative tasks, including paperwork, reporting, and monthly business reviews.
• Demonstrated strong leadership, communication, and problem-solving skills while leading by example in a fast-paced hospitality environment.
• Conducted performance appraisals for staff members, providing constructive feedback and identifying areas for improvement.
• Trained and confident in performance management, with a proven track record of building teams to deliver store targets.

• Along side being a store manager I took on the role of Regional Coffee Hero, assisting in maintaining coffee quality across over 100 stores.
• Collaborated with regional and area managers to support store execution in line with monthly coffee priorities.
• Participated in regional meetings to provide updates on coffee quality performance and action plans.
• Reviewed coffee quality audit results and prepared monthly performance reports for senior leadership.
• Monitored coffee score performance metrics and contributed to resolving issues promptly.
• Ensured training for all stores met required standards in coffee knowledge and quality procedures.
• Supported area managers and coffee heroes in enhancing standards within lower-performing stores.
• Conducted maestro training courses as per company requirements.
• Assisted in implementing coffee programme updates and new product initiatives.
• Contributed to the development and delivery of training programmes for barista consistency.

I started working at Caffe Nero in 20210 as a barista, before progressing my career and becoming a store manager in September 2013.

• Delivered excellent customer service by assisting customers with book recommendations, product queries, and purchases.
• Managed periodicals and magazine inventory, ensuring accurate stock levels, merchandising, and timely replenishment.
• Maintained organised and visually appealing book and magazine displays to support sales and promotions.
• Processed transactions efficiently using POS systems while handling cash, card payments, and customer returns.
• Supported store operations through stock management, deliveries, shelving, and maintaining a clean, customer-friendly retail environment.