Head of Retail Operations

About the Role

We are seeking a highly skilled and experienced professional to lead our retail division as the Head of Retail Operations. As a key member of our leadership team, you will be responsible for driving the overall strategy, sales, marketing, profitability, and operations of our retail business.

Key Responsibilities

• Strategy

• Develop and execute a comprehensive strategic expansion plan for new store openings, ensuring alignment with our company's overall business objectives.
• Provide input into the strategic direction for the Retail Department, focusing on turnover, profitability, budgets, and departmental structure.
• Develop a strategic plan to achieve sustainable long-term growth for the division, leveraging market trends and consumer insights.
• Manage relevant reporting of management and financial information for the retail department, ensuring timely and accurate data.
• 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, fostering a culture of transparency and collaboration.
• Determine return on investment for merchandising and marketing programs, making recommendations for future strategies that drive sales.
• Ensure short- and long-term strategic and tactical objectives fully support Lindt's overall strategy.

Operations

• Deliver agreed sales and profit targets for the retail division, driving business growth and profitability.
• Provide outstanding levels of customer service and customer satisfaction, ensuring a positive brand experience.
• Hold staff accountable to ensure exceptional customer service, maintaining high standards of quality and service.
• Ensure staff are fully trained on all Lindt products, products knowledge, and customer service standards.
• Design and implement the annual sales & marketing plan for the retail business, aligning with company objectives.
• 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, providing insights and recommendations for improvement.
• Manage the POS system to deliver the requirements of the retail team, utilizing information in making informed decisions.
• Assess product range, including pricing, to ensure alignment with market trends and consumer preferences.
• Manage each store in line with agreed target ratios on labor and stock shrinkage, maintaining high standards of efficiency and productivity.
• Ensure store and staff presentation are in line with corporate objectives for the brand, maintaining a consistent and high-quality brand image.
• Forecast sales volumes for operations needs, ensuring accurate planning and resource allocation.
• Manage and supply the sales forecast by SKU for all stores on a monthly basis to marketing & operations, providing timely and accurate data.
• Instill a culture that ensures all Retail employees understand the Lindt Brand and have complete product knowledge, driving brand awareness and loyalty.

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, providing insights and recommendations for improvement.
• Monitor and analyze each store's sales performance by product segment and take in-store action as required, driving sales growth and profitability.

Logistics

• Work with the Supply Chain Manager to establish the most efficient order/delivery process for stock, ensuring timely and accurate delivery.

Maintenance, Agreements & Contracts

• Manage all store lease negotiations on an ongoing basis, including new options and renewals, ensuring alignment with company objectives.
• Manage third-party service agreements, ensuring compliance with company policies and procedures.
• Ensure that all equipment and machinery are fully operational and in good repair, maintaining high standards of quality and service.
• Conduct quarterly maintenance reviews on each site, ensuring compliance with company policies and procedures.

Staff Development & Management

• Understand and ensure compliance with the relevant labor laws governing employees, maintaining a positive and inclusive work environment.
• Manage the recruitment process for all retail management, ensuring alignment with company objectives and standards.
• Develop leadership and implement a training schedule to include company history, policies & procedures, product knowledge, and customer service, driving employee development and growth.
• Counsel, coach, and guide management team on proper techniques, operational issues, and human resources, maintaining high standards of quality and service.
• Motivate staff to achieve desired sales & profit results, driving business growth and profitability.
• Communicate regularly with the Training Manager, Retail Manager, Store Managers, and appropriate management regarding sales, P/L, Service, and best practices, fostering a culture of transparency and collaboration.
• Provide direction to the Store Manager in setting targets & contribute to action plans to achieve these targets, driving business growth and profitability.
• Analyze daily sales figures for retail and compare to forecasted figures, providing insights and recommendations for improvement.
• Provide sales information to staff and utilize it in incentive programs, driving sales growth and profitability.
• Work with the HR department in the selection, training, development, and succession planning of current and future staff, maintaining a positive and inclusive work environment.
• Responsible for regular coaching and performance evaluations of all direct reports, driving employee development and growth.

Work Health & Safety

• Apply best practice and ensure compliance with all OHSA legislation, maintaining a safe and healthy work environment.
• 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), maintaining a safe and healthy work environment.
• Enforce food safety and hygiene standards in store at all times, maintaining high standards of quality and service.

Personal Characteristics

• Strategic thinker, strong analytical skills, and ability to mentor, guide, and inspire teams to develop a strong-productive team.
• Entrepreneurial with ability to 'think outside the box', driving innovation and growth.
• Ability to deliver direction and motivate teams to achieve results based on sound strategy, driving business growth and profitability.
• Assign the highest priority to customer satisfaction and is committed to quality, maintaining high standards of quality and service.
• Set clear performance targets, provide direction, and define responsibility, driving employee development and growth.
• Fully utilize diversity of team members to achieve superior business success, fostering a culture of inclusion and diversity.

Skills and Competencies required

• Minimum of 4-6 years in field area of Hospitality and/or Retail management in a premium environment, with a 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, with intermediate computer skills (Excel, Word, Outlook, Power Point), strong written and verbal communication skills, and creative and innovative problem-solving skills.

Other Features of the Job

• Manage projects that may incorporate process or system improvements for the retail business, driving innovation and growth.
• Other duties as directed or required by the business, maintaining a positive and inclusive work environment.
• Liaison with overseas management, external consultants, and access to appropriate financial personnel who will provide agreed financial information in a timely manner, driving business growth and profitability.