Background of the Company
Lindt & Sprüngli (South Africa) (Pty) Ltd (Lindt SA) started operations in May 2011 and forms part of the Lindt & Sprüngli group of companies. With more than 150 employees, Lindt SA is based in Cape Town with strong regional presence in Johannesburg, Durban and Port Elizabeth and a network of 16 Lindt retail stores.
As global leader in the premium chocolate sector, Lindt & Sprüngli looks back on a long-standing tradition of almost 175 years which takes its origins in Zurich, Switzerland. Today, quality chocolate products by Lindt & Sprüngli are made at 12 owned production sites in Europe and the USA. The products are distributed by 28 subsidiary companies and branch offices, in around 500 Lindt shops and cafés, and also via a comprehensive network of more than 100 independent distributors around the globe.
Position Purpose
This role is responsible and accountable for the overall strategy, sales, marketing, profitability and operations of the retail division. This role will provide clear direction to deliver on budgets and display inspirational leadership across a diverse team.
Key Responsibilities
Strategy
Develop, execute and update strategic expansion plan for new store openings
Provide input into the strategic direction for the Retail Department in relation to turnover, profitability, budgets and departmental structure
Develop strategic plan to achieve sustainable long-term growth for the division
Manage relevant reporting of management and financial information for the retail department
Maintain and develop Lindt's image and reputation through compliance with all relevant legislation and company policies
Plan and manage internal communications to all team members within the retail department
Determine return on investment for merchandising and marketing programs to make recommendations for future strategies that drive sales
Ensure short & long term strategic and tactical objectives fully support Lindt strategy
Operations
Deliver agreed sales and profit targets for the retail division
Provide outstanding levels of customer service and customer satisfaction
Hold staff accountable to ensure exceptional customer service
Ensure staff are fully trained on all Lindt products
Design and implement the annual sales & marketing plan for the retail business
Work with the Product Manager & Wholesale Marketing Director on new product development feasibility and execution, and on merchandising, product selection, promotions and offerings
Work in conjunction with Finance and IT to develop sound, cost effective tracking systems on par or beyond competition
Report to the CEO on a monthly basis performance against budget
Manage the POS system to deliver the requirements of the retail team and utilize information in making informed decisions
Assess product range including pricing
Manage each store in line with agreed target ratios on labor and stock shrinkage
Ensure store and staff presentation are in line with corporate objectives for the brand
Forecast sales volumes for operations needs
Manage and supply the sales forecast by SKU for all stores on a monthly basis to marketing & operations
Instill a culture that ensures all Retail employees understand the Lindt Brand and have complete product knowledge
Marketing
Execute the Company's brand equity, understanding that the retail stores are the most direct way for consumers to experience the Lindt & Sprüngli brand
Maintain awareness of consumer desires within the retail stores and work with the Marketing Department to execute those selected
Monitor sales of seasonal and promotional product ranges and report performance
Monitor and analyze each store's sales performance by product segment and take in-store action as required
Logistics
Work with the Supply Chain Manager to establish the most efficient order/delivery process for stock
Maintenance, Agreements & Contracts
Manage all store lease negotiations on an ongoing basis including new options and renewals
Manage third party service agreements
Ensure that all equipment and machinery are fully operational and in good repair
Conduct quarterly maintenance reviews on each site
Staff Development & Management
Understand & ensure compliance with the relevant labor laws governing employees
Manage the recruitment process for all retail management
Develop leadership & implement a training schedule to include company history, policies & procedures, product knowledge and customer service
Counsel, coach and guide management team on proper techniques, operational issues and human resources
Motivate staff to achieve desired sales & profit results
Communicate regularly with the Training Manager, Retail Manager, Store Managers and appropriate management regarding sales, P/L, Service and best practices
Provide direction to the Store Manager in setting targets & contribute to action plans to achieve these targets
Analyze daily sales figures for retail and compare to forecasted figures
Provide sales information to staff and utilize it in incentive programs
Work with the HR department in the selection, training, development and succession planning of current and future staff
Responsible for regular coaching and performance evaluations of all direct reports.
Work Health & Safety
Apply best practice and ensure compliance with all OHSA legislation
Ensure new retail store shop fitting supports a safe work environment that minimizes risk to employee health and wellbeing
Ensure OHSA standards are strictly observed (or Lindt standards where they exceed statutory requirements)
Enforce food safety and hygiene standards in store at all times
Personal Characteristics
Strategic thinker, strong analytical skills
Ability to mentor, guide and inspire teams to develop a strong-productive team
Entrepreneurial with ability to 'think outside the box'
Ability to deliver direction and motivate teams to achieve results based on sound strategy
Assign the highest priority to customer satisfaction and is committed to quality
Set clear performance targets, provide direction and define responsibility
Fully utilize diversity of team members to achieve superior business success
Skills and Competencies required
Minimum of 4 - 6 years in field area of Hospitality and/or Retail management in a premium environment
Proven record of successful conceptual development and strategic implementation
Proven track record with increasing responsibilities and the ability to manage effectively areas of profit/loss in a growth-oriented multi-unit organization
Previous food/chocolate Industry experience preferable
Intermediate computer skills (Excel, Word, Outlook, Power Point)
Strong written and verbal communication skills
Creative and innovative problem-solving skills
Other Features of the Job
Manage projects that may incorporate process or system improvements for the retail business
Other duties as directed or required by the business
Liaison with overseas management, external consultants
Access to appropriate financial personnel who will provide agreed financial information in a timely manner
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