How WELL Training enhanced people development at Caffè Nero

Working with WELL Training, Caffè Nero have seen their people development programmes recognised as award winners and enhanced the skills of colleagues ranging from Store Managers all the way to the level of Senior Leaders.


Caffè Nero wanted impactful people development programmes to enhance skills as the leading premium coffee house recovered from the pandemic and returned to growth. WELL was selected by Caffè Nero as its partner due to its focus on employee and employer impact. With deep experience of leading diverse groups through digital and in-person courses, WELL led bespoke management courses aimed at supporting their career progression.


Launched in 1997, Caffè Nero is one of the most successful international premium coffee house brands. Caffè Nero runs more than 1000 coffee houses in multiple countries, including the UK, Ireland, Sweden, Poland, Cyprus, Croatia, Turkey, the UAE, Oman and the United States. Caffè Nero proudly places a focus on developing people from within and providing a clear pathway for growth for all colleagues, with more than 70% of the above store team having originated in store.


The first programme saw more than 50 UK Store Managers go through the biggest apprenticeship programme delivered by WELL to date. WELL shaped the curriculum with Caffé Nero people leaders to tailor the learning to the company, supporting the progress of the learners, many of whom as a result have now progressed in their career, and delivering against key business measures. The programme also gave the participants the chance to develop their skills while working from home due to the pandemic and included geographical hubs, which gave regional groups the chance to bond while discussing best practice. 

The programme featured modules on leadership, resilience and well-being, project management, mentoring and financial management. The second programme used high impact training to help Store Managers work towards the Operational Manager Apprenticeship Standard and saw them equipped with the core skills for leading their stores and progressing within their leadership careers. More than 30 Store Managers took part in face-to-face learning at the Caffè Nero Head Office in London’s Covent Garden, with sessions focused on operational management, organisational strategy and authentic leadership.

client verdict

Caffè Nero Group HR Director, Andrea Cooper:

“Caffè Nero has always placed focus on developing people from within and providing a clear pathway for growth so we are delighted to see the Super Leader programme recognised with a 2022 Princess Royal Training Award.

“We invest in our people to develop individuals, equipping them for success in their careers and strengthening our teams so it is fantastic to see the impact acknowledged. WELL Training not only met our brief for people development, they have helped us make big steps forward in supporting our Super Leaders make a positive difference to our Group.”


Caffè Nero won a 2022 Princess Royal Training Award, presented by City & Guilds, for the success of the UK training programme launched with WELL Training to retain staff and improve employee satisfaction whilst developing talent. Caffè Nero increased Store Manager retention to over 80%, enhanced recruitment and promotions, and improved leader confidence amongst 100% of attendees. A further 96% reported feeling supported in their career goals.

WELL Training have rolled out the programme across The Caffè Nero Group’s other UK brands including Coffee #1 and Harris + Hoole. The progress was welcomed in early 2022 by then Minister for Skills Alex Burghart who said: “Apprenticeships are an excellent way for people of all ages to get the skills they need to progress into rewarding jobs. It is brilliant to see leading brands like Caffé Nero capitalising on the power of apprenticeships to level up their workforces for the future.”


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