Name:

Your Role
DISTRICT MANAGER TRAINING (DMT)

DM
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DM

DM
 DISTRICT MANAGER TRAINING YOUR ROLE

Table of Contents

Introduction 4

The plan 5

Our partners, our customers and our business 6

Achieving success 9

Your DM Approach 11

Your training 14

Tools and resources 20

Notes 21

Experiences: Your resources 23

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 DISTRICT MANAGER TRAINING
YOUR ROLE

“Effective leaders share two intertwined attributes;

an unbridled level of confidence about where their
organisations are headed, and the ability to bring
people along.”

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 DISTRICT MANAGER TRAINING
YOUR ROLE – INTRODUCTION

Welcome!

Congratulations on becoming a district manager at Starbucks!

You have one of the most critical and influential roles at Starbucks.
You directly impact the partner and customer experience and are
responsible for the financial success of your portfolio of stores*.

*portfolio of stores means all the stores you support in your district

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 DISTRICT MANAGER TRAINING
YOUR ROLE – THE PLAN

What you will learn:

At the end of this training, you will be able to:

• Describe your role and how it fits into the organisation
• Explain the key components of your DM Approach
• Navigate your DM training plan
• Access available resources, tools and systems

Your role

You work in a complex retail environment that is constantly evolving.

Our Mission and Values guide us in the way we conduct business. You lead a portfolio of
stores and support store leaders who will inspire and nurture the human spirit – one person,
one cup and one neighbourhood at a time.
It is your responsibility to support, grow and develop your team so they can drive performance
and achieve business goals through the lens of humanity.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – OUR PARTNERS, OUR CUSTOMERS AND OUR BUSINESS

Our partners

We want our partners to love working for Starbucks! We know that their
experience is crucial to our continued success. You have a unique
opportunity to inspire and support partners in their journey at Starbucks.
• Listen and connect with your team on a regular basis using
a growth mindset
• Create an inclusive environment and promote teamwork
• Support your store managers in their development, coach them to
elevate performance, and help them achieve their professional goals

ACTIVITY

If you are not familiar with the concept of growth mindset:

• Review this content in SMT – Coaching for
i Note
Performance and Development
With a fixed mindset, we believe that intelligence and
• Watch the “Growth Mindset” video or review the video script if
talents cannot be changed. We believe we are or are
available
not certain things.
With a growth mindset, we believe that intelligence
and talents are a starting point, and our abilities can
be developed through effort and experience.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – OUR PARTNERS, OUR CUSTOMERS AND OUR BUSINESS

Our customers ACTIVITY

Our store teams do everything they can to make every moment right for Describe two examples of ways you can ensure store teams demonstrate
customers; it is what we are known for! In fact, our customers have told a passion for customer service:
us the number one reason they return to Starbucks is because of the
connections our baristas make with them. Our Customer Service
Commitment emphasises behaviours our customers say have the 1.
largest impact on these connections. Our future growth aspirations and
partner happiness depend on training baristas and engaging customers
to make every moment right.

Always make sure:

• Your store teams demonstrate a passion for customer service
• You support store teams in:
o Solving customer problems
2.
o Encouraging them to connect with their communities
o Celebrating successes
• You connect with customers and:
o Analyse their feedback
o Use customer service reporting to identify opportunities for
coaching, continuous improvement and recognition

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 DISTRICT MANAGER TRAINING
YOUR ROLE – OUR PARTNERS, OUR CUSTOMERS AND OUR BUSINESS

Our business Starbucks organisation

High standards for operational excellence help Starbucks to deliver We have a great organisational structure in place to support our partners
a high-quality, consistent and exceptional experience for customers. and our customers. You report to a regional director (RD) or Operations
Our Annual Operation Plan (AOP) provides focus for the key business Manager (OM) and directly manage a team of store managers (SMs).
goals that will drive district, regional and company growth.
Always make sure you:
ACTIVITY
• Know the business, your role in the broader picture
Identify the structure of your organisation. Then take a moment to review
• Are ready to prioritise and plan how your role fits into it.
• Role model problem solving and coach your partners to
continuously improve

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 DISTRICT MANAGER TRAINING
YOUR ROLE – ACHIEVING SUCCESS

Success at Starbucks ACTIVITY

To achieve goals, we must deliver our best each day—one person,
one cup and one neighbourhood at a time.
Successful performance means:
Achieving Results: Your accomplishments, outcomes
and the impact you have on the overall business
Discuss each of the elements of performance with your leader.
Review how they relate to the unique strengths and needs of your
district and team
Locate and review the District Manager Success Profile and or job
description if available in your market.

Living Our Mission and Values: Demonstrating,

promoting, and teaching Our Mission and Values

Helping Others Succeed: Support others in achieving

success and reaching their personal goals

The District Manager Success Profile or job description provides

example behaviours that illustrate these elements within your role.
Refer to these behaviours as you identify what to focus on and what to
prioritise.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – ACHIEVING SUCCESS

Your job is important

You will:
• Impact the professional growth and development of your store managers
• Drive your business through living Our Mission and Values
• Role model and guide your teams in creating the Starbucks Experience for partners and customers

We could not be more proud to have you join our team as a Starbucks district manager.

ACTIVITY

Watch the video or read the video script “What do you love about being a DM” if available.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – DM APPROACH

Your DM Approach

Creating your DM Approach is about balancing your work to put you in the best position to support your
store managers' plans. It allows you to calendar time to complete your Field Work and Preparation Work.
You will practice your DM Approach throughout your training; it will be the framework that supports your
work once you are in your district.

OPERATIONS ACTIVITY

Portfolio Responsibilities

Leads change, builds talent plans

and pipeline, sees trends and
puts plans in place to improve
performance of the portfolio

LEADERSHIP ACTIVITY
Business Analysis and Culture & Effective Coaching for Performance
Prioritising and Planning
Problem Solving Communication and Development
Understands how to Has plans in place to Inspires partners to deliver on our Helps partners create development
achieve top priorities and achieve established goals Mission & Values and ensures plans and has meaningful coaching
removes obstacles that are and space to adapt to the they have the information they conversations that
a barrier to excellence unexpected need to achieve goals drive performance

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 DISTRICT MANAGER TRAINING
YOUR ROLE – DM APPROACH

Operational Excellence

As a component of Operational Excellence, your DM Approach enables you to spend time where it is most-needed to build capability and deliver key
priorities. Your personal approach includes:

Preparation Work: Time spent to show up with intention

Field Work: Time spent in stores making a difference

Your approach to Operational Excellence provides a common language and consistent approach to our work across the retail field.
Your team will know what to expect from you. Your leader will understand your work and be able to support you more effectively.

Preparation Work OPERATIONS ACTIVITY

Business Analysis Attend or Host Meetings Prioritise and Plan Field Work Complete Administrative Activity

Field Work LEADERSHIP ACTIVITY

Planning Period Visit Observe and Coach Visit Quick Connect Performance and Development
(1 per store/planning period) Visit

Check – Audit things that Assess how the store Connect to build relationships Dedicated one-on-one time with a
must be documented for manager's plans are coming and accelerate results partner to discuss their development
legal, regulatory or to life. Provide teaching, coaching
contractual purposes. and encouragement to build
Prioritise and Plan – Create SM capability.
plans for the upcoming period.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – DM APPROACH

Your role as a leader

You will lead and empower your team to deliver their best and create the
Starbucks Experience for customers and each other. You will assess the
key drivers of the business across a diverse portfolio of stores, solve
problems and coach to drive results.
Your approach provides a structure to help you focus your efforts and
deliver on key priorities. It provides the framework and resources for your
leadership and operational activities, allowing you to support
foundational skills that are practiced every day in our stores.
The dimensions of your approach are:

Leadership Activities

Prioritising and Planning

Coaching for Performance and Development

Culture and Effective Communication

Business Analysis and Problem Solving

Operations Activities

Portfolio Responsibilities

This is also the structure of your training. Let’s take a closer look.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – YOUR TRAINING
Prioritising and Planning
Managers need to be prepared and have plans in place
to achieve established goals. Your plans should include
time and space to adapt to the unexpected and re-prioritise
when needed.
The training on Prioritising and Planning reviews preparation
work, store visits and professional development. Explore
Starbucks goals and how to prioritise your own work.
Culture and Effective Communication
Achieving our goals starts with:
• Inspiring all partners to make every moment right for our
customers by creating the Starbucks Experience
• Providing the right information at the right time
Living our culture makes it easier to use Our Mission and Values
as a foundation for conversations.
The training on Culture and Effective Communication reviews
the cultural aspects that shape how we work together and how
we interact with our communities. Learn key techniques to use
when communicating with partners and customers.
.
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Coaching for Performance and Development
You will spend time having meaningful conversations that drive
performance and build additional capability for the store
managers in your market.
The training on Coaching for Performance and Development
focuses on your market’s performance and development
process and how to assess capabilities using Learning >
Owning > Advising.
Business Analysis and Problem Solving
You will build leadership capabilities and empower store
managers to solve problems and drive results. You will analyse
your business to reveal gaps against goals and identify trends.
With this data, you can verify if a store manager is capable of
identifying and solving problems related to achieving goals.
Your role is to enable the store manager to address obstacles
and to support them in achieving goals and developing their
problem solving skills.
The training on Business Analysis and Problem Solving
provides you with foundational knowledge of the available
reporting, as well as the problem solving steps to take as you
identify trends in your portfolio.
14
 DISTRICT MANAGER TRAINING
YOUR ROLE – YOUR TRAINING

Portfolio Responsibilities

Store managers have operations activity as part of their SM

Approach: Staffing and Scheduling, Teaching and Training,
Sales and Inventory, and Operational Standards and
Continuous Improvement. You also have operational tasks to
complete, which are called Portfolio Responsibilities. These
Portfolio Responsibilities will not make up the bulk of your
work week; however, they are fundamental items that keep
our business moving forward.
The module Portfolio Responsibilities reviews store
development and facility maintenance. You will learn about
talent planning, partner safety and security and how to ensure
your stores are clean, safe and ready to welcome customers.

ACTIVITY

If you are not familiar with the SM Approach, please review the Ops
Excellence Field Guide if available in your store, or review the Your
Role workbook of SMT.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – YOUR TRAINING

Your approach

The District Manager Training (DMT) program is designed to prepare you for success in your role.
The DMT program is designed to incorporate confident demonstration and sharing as you progress through
your learning. The majority of the training focuses on leadership and team development.

The DM learning journey

Your training will introduce you to the DM role at Starbucks, focusing on both operational knowledge and
core leadership capabilities required for running your district independently.
You will have plenty of support from others as you complete your training. On the following pages, review
the roles and responsibilities for you and the partners who support you during your training journey.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – YOUR TRAINING

Your role The role of the trainer The role of your manager

As a learner, you will: The peer who is your trainer:
• Complete all assigned training topics • Creates and implements the training plan,
(per your training plan) focusing on the development of the
• Document responses to the discussion critical operational and leadership skills
questions for each topic and be prepared and behaviours
to review with your trainer or leader • Serves as the primary resource for the
• Complete all activities, challenges initial on‐the‐job training
and experiences • Acts as a role model, individual trainer
• Connect with your trainer and leader to and real‐time feedback provider
reflect and share what you have learned • Provides regular feedback to you and
• Ask questions and seek clarification your leader about accomplishments and
as necessary improvements observed during the training
• Confirms you complete all required
training topics
Your manager:
• Consults on the training plan, in partnership
with the trainer
• Confirms you complete all required
training topics
• Prioritises additional training as needed
• Is present and actively prepares for
Connect, Reflect and Share conversations
• Assesses the learning needs by conducting
regular development discussions in
partnership with the trainer and PRO
or HR business partner (if applicable)
• Offers advice and guidance for ongoing
developmental activities

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 DISTRICT MANAGER TRAINING
YOUR ROLE – YOUR TRAINING

Your training

The DMT program consists of the following:

• Self-paced workbooks
• Videos
• Self-paced activities, called Experiences and Challenges
• On-the-job training with a trainer
• Regular check-ins with your trainer and your manager to discuss
progress and answer questions
You may also have to complete additional training modules that are
applicable to your market, such as safety and compliance training modules.

DMT Programme
ACTIVITY
During the DMT programme, your trainer will provide you with
on-the-job experiences which make up your DM Approach:
Take a look at your training plan to familiarize yourself with the activities
• Business Analysis and Problem Solving and connections with your trainer and your leader.
• Prioritising and Planning
• Culture and Effective Communication
• Coaching for Performance and Development
• Portfolio Responsibilities
These topics will become more familiar as you see them throughout
your career as a district manager.

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 DISTRICT MANAGER TRAINING
YOUR ROLE – YOUR TRAINING

Continued learning The next chapter

In the weeks following your DMT, work to understand your team,
customers and business.
When you are ready, you will be able to complete additional training
such as celebrating strengths and identifying growth opportunities within
your district. This step in the learning process focuses on developing and
advancing your skills to lead your store manager team.
As you continue through your immersion and training, know you
are supported. Our goal is to help you to deliver your very best as
a Starbucks district manager. Learning is continuous, and we are
always improving.
Again, welcome to the team!

The next phase in your learning journey ACTIVITY

Continuing on your learning journey, you will be able to further immerse Watch the video or read the video script “What advice do you have for
yourself into Starbucks history and culture, and continue to build the new DMs?” if available.
leadership capabilities in your role.
Once you have been in role for a while, there will be an opportunity to
make a closer connection to our history and organisational culture.
Ongoing development will be available in two forms:
• Formal training , focusing on the needs of the district manager
population as a whole, based on feedback and assessments
• Personalized training, available at the local level, focusing
on the needs of the individual, based on performance
development conversations

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 DISTRICT MANAGER TRAINING
YOUR ROLE – TOOLS AND RESOURCES

Your tools and systems

You will use a variety of tools and systems to analyse your business, solve problems and support your store
managers. Leverage these tools, as well as existing resources, programs and frameworks, to achieve
operational excellence.

Your role and resources

Now that you have heard about your role and learned a few highlights regarding your tools and resources,
it is time to begin your learning journey.
Start with exploring where everything is located. Use Experiences – Your resources to navigate your way
through the rest of your DMT programme and beyond.
Again, we are proud to be your partner! Enjoy your Starbucks journey!

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 DISTRICT MANAGER TRAINING
YOUR ROLE

NOTES

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 DISTRICT MANAGER TRAINING
YOUR ROLE

NOTES

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 DISTRICT MANAGER TRAINING
EXPERIENCES – YOUR RESOURCES

Overview

Throughout DMT programme, you will have the chance to gain many valuable experiences! Here are some that will help you learn about your resources. Try
to complete these through your own exploration or during your time with your trainer. If you do not have a chance to go through everything below, or struggle
to do so on your own, work with your trainer to schedule time to review things together. Plan to discuss your experiences with both your trainer and leader at
your weekly connections.

Experiences

It is important to be familiar with your resources and tools. You need access to resources and information based on role. You must work with your trainer
to identify what your resources are and how to use them. Together, fill out the table below, continued on the next page.

AREA OF BUSINESS TOOL / RESOURCE CONTACT (IF APPLICABLE) USED FOR

Communication to you

Communication to stores such

as news and action items

Customer service

Staffing

Scheduling

Teaching and training

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 DISTRICT MANAGER TRAINING
EXPERIENCES – YOUR RESOURCES

Experiences

AREA OF BUSINESS TOOL / RESOURCE CONTACT (IF APPLICABLE) USED FOR

Business analysis (reporting)

Inventory

Sales and promotions

Partner Resources
/ Human Resources

Managing performance

Partner development

Store operations

Store maintenance (facilities)

Safety and security

Travel and expenses

New store openings

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 YOUR ROLE
DISTRICT MANAGER TRAINING
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