Position Purpose This role is responsible and accountable for the overall strategy, sales, marketing, profitability and operations of the Retail (own store network), Direct to Consumer (D2C) and Business Development division. This role will provide clear direction to deliver on budgets and display inspirational leadership across a diverse team. Key Responsibilities Strategy Develop strategic plan to achieve sustainable long-term growth for the division. Thereby covering our own store universe (Retail), the e-shop, all online pure players, corporate customers (B2B) and non-Key-Account customers (Business Development)Provides input into the strategic direction for the division in relation to turnover, profitability, budgets, and departmental structureManage relevant reporting of management and financial information for the departmentMaintain and develop image and reputation through compliance with all relevant legislation and company policiesPlan and manage internal communications to all team members within the departmentResponsible for ensuring short & long term strategic and tactical objectives fully support strategyDevelop relationships with customers (D2C, Business Development) to understand and anticipate their existing and future needs, ensure that this is communicated cross-functionally within the business and to develop solutions for the customers.Assume accountability for the departments financial and strategic planning, including the P&L of Retail, online pure players and new business customers OperationsDeliver agreed sales and profit targets for the divisionResponsible for providing outstanding levels of customer service and customer satisfactionDesign and implement the annual sales & marketing plan for the retail businessWork with the Marketing Team on new product development feasibility and execution, on merchandising, product selection, promotions and social media supportWork in conjunction with Finance to develop sound, cost effective tracking systemsWork in conjunction with IT to keep our Lindt e-shop running and updated, where requiredManagement of the POS system in delivering the requirements of the retail team and utilizing information in making informed decisions in the ongoing managementAssess product range including pricingManage each store in line with agreed target ratios on labor and stock shrinkageForecasting sales volumes and work with the Supply Chain Manager to establish the most efficient order/delivery process for stock Maintenance, Agreements & ContractsManage all store lease negotiations on an ongoing basis including new options and renewalsManage third party service agreementsEnsure that all equipment and machinery are fully operational and in good repairConduct quarterly maintenance reviews on each site Staff Development & ManagementUnderstand & ensure compliance with the relevant labor laws governing employeesManage the recruitment process for all retail managementDevelop leadership & implement a training schedule to include company history, policies & procedures, product knowledge and customer serviceCounsel, coach and guide management team on proper techniques, operational issues and human resourcesCommunicate regularly with the team in regards to sales, P/L, Service and best practiceProvide direction to the Store Manager in setting targets & contribute to action plans to achieve these targetsWork with the HR department in the selection, training, development and succession planning of current and future staff in all statesResponsible for regular coaching and performance evaluations of all direct reports. Work Health & SafetyApply best practice and ensure compliance with all OHSA legislationEnsure new retail store shop fitting supports a safe work environment that minimizes risk to employee health and wellbeingEnsure OHSA standards are strictly observed (or Lindt standards where they exceed statutory requirements)Enforces food safety and hygiene standards in store at all times Personal Characteristics Strategic thinker, strong analytical skillsAbility to mentor, guide and inspire teams to develop a strong-productive teamEntrepreneurial with ability to 'think outside the box'Ability to deliver direction and motivate teams to achieve results based on sound strategyAssigns the highest priority to customer satisfaction and is committed to qualitySets clear performance targets, provides direction and defines responsibilityFully utilizes diversity of team-members to achieve superior business success Skills and Competencies requiredMinimum of 4 - 6 years in field area of Hospitality and/or Retail management in a premium environmentProven record of successful conceptual development and strategic implementationProven track record with increasing responsibilities and the ability to manage effectively areas of profit/loss with a growth oriented multi-unit organizationPrevious food Industry experience preferableIntermediate computer skills (Excel, Word, Outlook, Power Point)Strong written and verbal communication skillsCreative and innovative problem solving skills Other Features of the JobManage projects that may incorporate process or system improvements for the retail businessOther duties as directed or as required by the businessLiaison with overseas management, external consultantsAccess to appropriate financial personnel who will provide agreed financial information in a timely manner
