B Bagel is a growing business with a vision to be the UK’s leading bagel brand. Our mission is to bring the contemporary celebration of bagels to London, driven by our core values of quality, generosity, people and good vibes. As Head of L&D, you will own and lead the end-to-end training approach across the business. Your role is to ensure that every team member is trained, confident, and operating consistently “the B Bagel way”.
You will be the owner of our operational knowledge, responsible for translating how we do things into clear, practical training materials and ensuring they are used consistently across all shops. This role is hands-on, highly collaborative, and critical to driving consistency, service quality, food safety and team confidence as the business grows.
You will work closely with the Operations team and Shop Managers to identify training gaps, support performance, and ensure new processes, menus, equipment and stores are rolled out smoothly and effectively.
Your duties will include:
L&D Strategy & Standards
- Own the overall learning and development approach and standards across the business (“the B Bagel way”).
- Define clear training standards and expectations across all roles.
- Continuously review and improve training effectiveness using operational data, audits, feedback and performance metrics.
SOPs, Playbooks & Materials
- Create, maintain and continuously improve SOPs and practical training materials, including guides, checklists and tools.
- Build, own and maintain the Operational Playbook as a single source of truth, ensuring version control, clarity and consistency.
- Ensure all materials are practical, on-brand and suitable for a fast-paced shop environment.
Training Delivery
- Design and deliver structured training workshops (planned and reactive).
- Provide in-store coaching and hands-on support where required.
- Support new store openings with end-to-end training delivery.
- Lead training for new menu launches new equipment and process rollouts.
Governance, Tracking & Impact
- Put simple and effective training governance in place, including:
- Training records and signoffs
- Competence checks
- Tracking completion and compliance
- Measure training impact through service standards, complaints, audits, consistency and team confidence.
- Work closely with Operations to close gaps quickly and sustainably.
Collaboration & Support
- Partner with Shop Managers to support team development and performance.
- Support the Operations Manager and Managing Director with insights and recommendations to strengthen operational capability.
- Act as a role model for BBAGEL values and culture.
The ideal candidate will possess:
• Proven experience in training, learning & development or operational excellence within hospitality or retail.
• Strong understanding of SOPs, operational standards and front-line execution.
• Excellent communication and facilitation skills.
• Ability to translate complex processes into simple, practical training tools.
• Highly organised with strong attention to detail and version control.
• Comfortable working both strategically and hands-on in stores.
• Passionate about people development and raising standards.
• Proactive, solutions-focused and resilient.
• Positive, approachable and aligned with BBAGEL’s “good vibes” culture.
Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties and responsibilities.
