Job Description

Background of the Company
Lindt & Sprungli (South Africa) (Pty) Ltd (Lindt SA) started operations in May 2011 and forms part of the Lindt & Sprungli 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 & Sprungli looks back on a long-standing tradition of almost 175 years which takes its origins in Zurich, Switzerland. Today, quality chocolate products by Lindt & Sprungli are made at 12 own production sites in Europe and the USA. They are distributed by 28 subsidiary companies and branch offices, in more than 500 own stores and cafes, and via a comprehensive network of more than 100 independent distributors around the globe. With over 14,000 employees, the Lindt & Sprungli Group reported sales worth CHF 4.97 billion in 2022.
Position Purpose
To, implement and manage all aspects of operations for the portfolio of Lindt Chocolate Stores. Build a dynamic culture of Lindt ambassadors who deliver a world class customer experience, whilst achieving operational efficiencies and profitability. Ensure operational excellence in people management, recruitment, retention & succession planning, training & development, hygiene & food safety, WH&S, and achievement of budgets and sales targets.
Key Responsibilities
Effective Leadership

• Build a dynamic culture of high performance and excellence through effectively managing, developing, inspiring and challenging teams to achieve goals
• To develop and enhance excellence in our customer service by leading a cohesive and dynamic team who are highly regarded by all Lindt customers.
• Conduct monthly managers meetings to discuss training & labor requirements.
• Manage each store in line with agreed target ratios on labor and stock shrinkage.
• Assist with the annual sales plan for the retail business.
• Analyze and recommend optimal service models for each store.
• Operate within the forecasted operational budget and provide input into the development of the budget.
• Ensure that the quality aspect of all products sold in the store reflect the Lindt standards.
• Ensure all aspects of retail operations, including staff presentation and performance is in line with corporate objectives for the brand. This includes supporting budget planning and managing approved budgets together with Store Managers to deliver results on budget.
• Coordinate staff in accordance with business requirements and manage the maintenance of staff rosters.
• Project Manage the below processes for the expansion of the retail business
• Develop the team of staff for new stores via succession and recruitment
• Provide support for the successful opening of new stores
• Build a cohesive team of Lindt ambassadors who are highly regarded by all Lindt customers, internal and external, delivering exceptional customer service
• Inspire leaders by providing them with the tools to succeed
• Actively mentor and ensure positive engagement with all Lindt teams
• Ignite a passion for Lindt, the company, the brand and its products with all team members
• Actively engage direct reports with emotional intelligence
• Create an entrepreneurial mindset with the Store management teams, instilling a work ethic of ownership and accountability
• Actively enforcing policies and procedures
• Ensure all teams are observing the company Code of Conduct and actively embracing the Lindt Credo

Operational Efficiency and Profitability

• Maintain a sale driven culture and support teams in delivering sales targets and business growth
• Provide tools and support to Store Managers in achieving operational efficiency through effective rostering and achievement of labor and shrinkage budgets
• Manage business expenses by operating within budgeted OPEX and reviewing costs to the business to identify areas for improvement
• Review, enhance and provide analytical reports on all topics relevant to business operations in order to improve efficiency and performance
• Review and maximize all local store marketing opportunities
• Achievement of all set KPIs and when necessary creation of action plans to address areas of improvement
• Managing Store presentation and merchandising standards, ensuring all directives are implemented as per guidelines

Hygiene and Food Safety

• Ensure that all products sold in the Stores reflect the Lindt quality standards
• Ensure OHASA standards are strictly observed to Lindt South Africa standards
• Prepare for, and provide actions to internal audits to ensure compliance

Training & development

• Actively assess training and development needs of direct reports
• Prepare and deliver on training plans for direct reports
• Oversee training and development of Store teams, encouraging talent pipeline
• Manage and oversee the Talent Management Program
• Develop a long-term training strategy and plan implementation for new and existing employees.

People and Performance Management

• Manage and advise on people management to build a culture of high performance
• Prepare monthly people reviews for succession planning
• Oversee and advise on recruitment and selection of regional team members
• Develop a sound working knowledge of the Labor Law governing employees' employment ensuring compliance

Administration

• Undertake regular on-site visits to all Stores.
• Conduct internal audits and prepare reports and action plans to ensure compliance and improvements
• Create documents and templates to support administration functions and controls
• Work closely with the Head/Director of Retail to ensure the best possible role-out of the marketing plan in stores for both seasonal and core products.
• Ensure Lindt Internal Control Systems are being followed by all Stores
• Professional handling of customer complaints within 24 hours. Oversee Store Manager's response to customer complaints
• Hold regular formal & informal Store team meetings
• Supervising and coordinating team movement across Stores in accordance with the business requirements

Incentive Program

• Develop and implement incentive programs for all Store employees and measure effectiveness.
• Analyze daily sales figures for Stores and compare to forecasted figures. Provide sales information to staff and utilize in incentive programs.
• Participate in setting of targets & contribute to action plan to achieve these targets.
• Analyze the complete stock control/inventory management system in order to minimize stock wastage and discrepancies. Provide monthly report on stock discrepancies.

Workplace Health & Safety

• Ensure compliance to OHASA in all Stores
• Ensure notice boards are up to date with evacuation procedures
• Ensure that all first aid kits are fully stocked and not expired
• Ensure that all staff are trained and operate within all OHASA policies, procedures and responsibilities
• Ensure OHASA standards are strictly observed
• Oversee return to work programs for workers compensation cases
• Maintain safe work areas through leadership and education in all Stores

• Minimum 3-5 years of experience in a managerial role within retail, FMCG, or a similar industry
• Proven track record of managing multiple locations or teams
• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Ability to analyze data and make strategic decisions
• Strong problem-solving and conflict-resolution skills
• Financial acumen and understanding of budgeting and cost control
• Proficiency in MS Office and familiarity with reporting tools
• Valid driver's license and willingness to travel between locations
• Ability to work under pressure and meet deadlines
• Flexible to work extended hours when required

Skills Required