Job Description

Duties and Responsibilities:
People & Culture Leadership:

• Lead, motivate and inspire a diverse retail team to deliver warm, professional and consistent service
• Build a culture of accountability, care, respect and performance
• Coach and develop department heads and frontline staff
• Drive customer experience and service through ongoing staff training, robust standards and controls, and digitisation of tasks and communication
• Drive productivity, staff engagement, morale and retention through ongoing feedback, recognition and support
• Champion a hospitality/customer-first mindset throughout the store, that remains true to the brand identity
• Manage the total store staffing requirements in compliance with Labour legislation

Customer & Community Engagement:

• Build authentic relationships with local customers and be a visible, approachable presence on the shop floor
• Ensure a strong management team presence on the floor to reinforce service disciplines, customer attentiveness and personal connection
• Ensure the store experience reflects the needs and expectations of local families and seasonal visitors
• Respond proactively to customer feedback and ensure issues are resolved with care

Range, Merchandising & Supplier Engagement:

• Understand local, national and international food and category trends and ensure that the store offers a product range that reflects the tastes and lifestyle of the Ballito community
• Curate seasonal and trend-aligned product selections with the propensity to sell well
• Work closely with suppliers and local producers, to negotiate favourable terms and rebate deals and deliver unique, high-quality fresh offerings
• Use category management and planograms to drive ranging and merchandising disciplines and ensure that the store retains an easy flow and presents an uncluttered shopping experience
• Oversee displays, merchandising standards and point-of-sale material in all departments to ensure the store remains visually fresh, inspiring and easy to shop

Operational Leadership:

• Understand the operations of all aspects of the business and ensure daily operations run smoothly across all departments
• Analyse and utilise financial statements, store reports, trends and information to drive sales growth and profitability
• Manage store budgets (sales, gross profits, expenses, department ratios) and their impact on production planning and staff scheduling
• Manage stock levels, out of stocks, wastage, shrinkage, damages, replenishment disciplines
• Oversee store standards and disciplines, hygiene, food safety and compliance
• Remain true to the brand identity and positioning of the store in all decisions and interactions
• Plan, support and execute promotional and marketing initiatives with the support of the marketing team
• Monitor KPIs and drive consistent operational improvement

Requirements:

• Tertiary qualification (degree or diploma) in business, retail management, hospitality and/or marketing
• 5+ years experience in retail or hospitality management (premium FMCG, hotel, restaurant or boutique retail experience ideal)
• Experience working with suppliers, buying teams and local producers
• IT literate and tech savvy (advanced competency on Microsoft Office, particularly MS Excel, solid understanding of online shopping, website and digital app capabilities and social media platforms; SIGMA experience would be advantageous)
• Own transport essential
• Strong leadership and people development capability a natural motivator and culture-builder
• Excellent customer service ethos with a passion for connecting with people
• Strong understanding of food trends, fresh departments, product development and merchandising
• Solid operational and organisational skills
• Ability to think strategically while remaining hands-on and present
• Effective communication and negotiation skills, with the ability to engage with staff of different levels and from across the organisation, as well as the Executive team and Centre Management teams
• Strong work ethic and problem-solving competencies, solution focused
• Excellent attention to detail
• High level of integrity, professionalism and emotional intelligence

Skills Required