The Manager and Trainer should work towards achieving the below learning objectives during the on-top training & practice-on-shift culminating in a passed validation.
Learning Objectives: Learn how to execute follow up on cleaning tasks
Monitor & Utilize KPI Reports – Track store performance and adjust strategies accordingly.
Support the Till Captain – Guide and empower them to optimize sales performance.
Drive Team Engagement – Communicate targets and encourage KPI-driven actions.
Create a Motivational Culture – Use competition, rewards, and feedback to boost performance.
Implement Strategic Follow-Ups – Regularly check progress, provide real-time support, and evaluate performance.
Master the Daily Performance Cycle – Align training and actions with key timeframes throughout the day.
The Shift Manager is responsible for leading the team, particularly the Till Captain, to achieve the store performance targets. They must monitor performance throughout the day, actively coach the team, and work with the Store Manager to create sustainable success.
As a Shift Manager, you play a crucial role in supporting the store's performance. Your responsibilities include:
Understanding the Commercial KPI Report
The Commercial KPI Report empowers your team by providing clear, measurable goals to increase in-store sales performance. It helps the store:
How to Access It
The Commercial KPI Report consists of five KPIs critical to achieving your turnover target:
ATV
‘Average Transaction Value’ refers to the average amount of money a guest spends when they come to JOE. Also known as Ticket Size.
Total revenue / number of transactions = ATV
Basket Size
This refers to the number of items a guest purchases in one transaction. Cross-selling is a key driver of this metric.
Total products sold / number of transactions = basket size
QR Code Scan
This is the number of times your Guests sign up to the app via the QR code on the receipts. The goal globally is 5%.
Number of QR code scans / total number of POS Guests = QR Code Scan %
Strike Rate
This is the measure of how many eligible products are sold with an add-on (sandwich, juice, shake, shots & breakfast bowls are eligible products).
Total number of add-ons / eligible products = Strike Rate %
Juice Mix
This is the proportion of Small vs. Regular juices that we sell.
Number of regular juices sold / total juices sold = Juice Mix %
Turnover Target
Turnover is the total amount of revenue brought into your store over various periods. We measure turnover against the budget outlined for the store, as well as against last year to get a view of the store's performance. Your commercial KPIs contribute to positive turnover performance.
It's important that the Shift Manager understand the Till Captain role. As the Till Captain plays a crucial role in achieving store targets by:
It's therefore important that the Shift Manager supports the Till Captain when needed.
TEAM POSITIONING
GOAL SETTING
PERFORMANCE MANAGEMENT
Learning objectives in practice:
Monitor & Utilize KPI Reports → Track performance daily—adjust strategies based on the numbers to stay on target.
Support the Till Captain → Empower them to optimize sales, offering guidance and support to hit every target.
Drive Team Engagement → Share targets, motivate actions that align with KPIs, and create an environment of collective achievement.
Create a Motivational Culture → Use healthy competition, rewards, and feedback to keep energy high and performance sharp.
Implement Strategic Follow-Ups → Check progress often, provide real-time support, and evaluate performance to stay on track.
Master the Daily Performance Cycle → Align training and team actions with key times of day—maximize performance at every stage.
Following exercises must be carried out as part of the training: