We’re not just a cookie company – we’re a community of Insomniacs. We know our cookies are the most delicious around, but it’s our team members that make Insomnia Cookies an amazing place to be. Have a hunger to succeed? A passion for the sweeter things in life? Got big dreams and a ceaseless imagination? Then we want to get to know YOU!
Purpose of the Role
The Shift Leader supports the Store Manager in delivering the safe, efficient, and successful operation of the bakery during trading hours. Acting as the senior team member on shift, the Shift Leader leads the team to deliver exceptional customer experiences, strong operational standards, and consistent brand execution in line with Insomnia Cookies’ late-night, digital-first model.
This role is ideal for a confident, people-focused individual who thrives in a fast-paced environment, leads by example, and takes ownership of shift-level performance, team engagement, and operational delivery.
Business Context
Insomnia Cookies is a late-night, digital-first bakery delivering warm cookies to customers long after most bakeries have closed. The Shift Leader plays a critical role in ensuring each shift consistently delivers outstanding in-store and delivery experiences, while operating safely, compliantly, and in line with brand standards.
As the UK business continues to grow, Shift Leaders are key to embedding strong day-to-day routines, supporting the development of future leaders, and maintaining a positive, high-performing culture within the bakery.
- Shift Leadership: Lead the team during live trading, ensuring clear direction, pace, and accountability.
- Consistency and Standards: Deliver Insomnia Cookies brand, operational, and food safety standards on every shift.
- Operational Execution: Take ownership of shift-level operations, resolving issues quickly and escalating where required.
- Customer Experience: Ensure every customer receives a consistently excellent Insomnia experience.
- Commercial Awareness: Support sales growth, labour efficiency, and cost control during shifts.
- Commerciality & Shift Performance
- Support delivery of store-level sales and labour targets during assigned shifts.
- Use daily priorities and direction from the Store Manager to focus team effort.
- Drive execution of promotions, upselling, and Limited Time Offers.
- Follow stock and waste procedures.
- Drive Sales & Profit Protection
- Execute company-led promotions, LTOs, and product launches accurately on shift.
- Support profit protection by deploying labour effectively and minimising waste.
- Identify opportunities during shifts to improve sales or service and feedback to the Store Manager.
- People Leadership & Development
- Lead, motivate, and support Cookie Crew and Delivery Drivers during shifts.
- Provide hands-on coaching and feedback to improve skills, confidence, and performance.
- Support onboarding and training of new starters.
- Role model Insomnia Cookies values, behaviours, and customer-first mindset.
- Address minor performance or conduct issues in the moment, escalating where appropriate.
- Marketing, Brand & Customer Experience
- Deliver excellent in-store and delivery customer experiences during every shift.
- Ensure marketing materials, LTOs, and new product launches are executed correctly.
- Act as a brand ambassador by maintaining high standards of service, product quality, and presentation.
- Operational Excellence & Compliance
- Take responsibility for opening, closing, and late-night trading procedures when on shift.
- Ensure compliance with health & safety, food hygiene, and operational standards at all times.
- Maintain a safe, clean, and well-organised bakery environment.
- Complete required checks and records accurately.
- Escalate incidents, risks, or maintenance issues promptly to the Store Manager.
- Experience
- Previous experience in a supervisory or senior team member role within retail, QSR, or hospitality.
- Experience working in fast-paced, customer-facing environments.
- Exposure to late-night or delivery-led operations is desirable.
- Leadership Style
- Hands-on, approachable, and confident leading teams during live trading.
- Leads by example and supports others through coaching and encouragement.
- Communicates clearly and calmly under pressure.
- Commercial Awareness
- Understands the importance of sales, labour efficiency, and cost control.
- Able to prioritise actions during shifts to support store performance.
- Mindset & Traits
- Energetic, reliable, and adaptable.
- Takes ownership of shift performance and team experience.
- Solutions-focused with the ability to manage competing priorities.
- Motivated to develop and progress within Insomnia Cookies.
- Consistent delivery of operational, food safety, and brand standards on shift.
- Positive customer feedback and service outcomes.
- Strong shift execution, pace, and team engagement.
- Effective support of Store Manager priorities and store targets.
- Demonstrated readiness for progression into Assistant Manager or Store Manager roles.
- Flexible work schedules – get work to work around you!
- Pension
- Holiday Pay
- Guaranteed paid day off for your birthday – Who wants to be at work on their birthday?
- Guaranteed paid day off for your child’s birthday or pet’s birthday and we’ll throw another one in for your significant other – We are that nice!
- 50% Employee Discount
- Employee assistance and wellness support
- Excellent training through the Cookie College
- Fun and exciting team environment
- Unrivalled culture and values – Work with the team not by yourself
- Enjoy a free cookie on every shift
About us:
Insomnia Cookies was founded in a college dorm room by then-student, Seth Berkowitz. Fast forward and Insomnia Cookies has become a cult brand in the US known for its rabid following of cookie lovers who crave Insomnia’s warm, delicious delivery all day and late into the night. With an expanding global footprint we are now here in the UK. We launched in Manchester in 2023, Sheffield in 2024 and are now coming to a city near you! Insomnia Cookies is revolutionising the cookie game by truly "Imagining What’s Possible"!
