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
- Provides 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
- Responsible for ensuring short & long term strategic and tactical objectives fully support Lindt strategy
Operations
- Deliver agreed sales and profit targets for the retail division
- Responsible for providing outstanding levels of customer service and customer satisfaction
- Holds staff accountable to ensure exceptional customer service
- Ensures 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
- Management of the POS system in delivering the requirements of the retail team and utilizing information in making informed decisions in the ongoing management
- 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
- Forecasting sales volumes for operations needs
- Manage and supply the sales forecast by SKU for all stores on a monthly basis to marketing & operations and transpose into LE1, LE2 & FY budget requirements and lead the S&OP process from a sales perspective
- Through effective training, instill a culture that ensures all Retail employees understand the Lindt Brand and have complete product knowledge that can be transferred to the Lindt consumer
Marketing
- Executes the Company’s brand equity, understanding that the retail stores are the most direct way for consumers to experience the Lindt & Sprungli 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 stores sales performance by product segment and take instore action and advised marketing 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 in regard to sales, P/L, Service and best practice
- 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 in incentive programs
- Work with the HR department in the selection, training, development and succession planning of current and future staff in all states
- 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)
- Enforces 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
- Assigns the highest priority to customer satisfaction and is committed to quality
- Sets clear performance targets, provides direction and defines responsibility
- Fully utilizes 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 with 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 as 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
