Position Purpose

This role is responsible and accountable for the overall strategy, sales, marketing, profitability and operations of the Retail (own store network), Direct to Consumer (D2C) and Business Development division. This role will provide clear direction to deliver on budgets and display inspirational leadership across a diverse team.

Key Responsibilities

Strategy

• Develop strategic plan to achieve sustainable long-term growth for the division. Thereby covering our own store universe (Retail), the e-shop, all online pure players, corporate customers (B2B) and non-Key-Account customers (Business Development)
• Provides input into the strategic direction for the division in relation to turnover, profitability, budgets, and departmental structure
• Manage relevant reporting of management and financial information for the department
• Maintain and develop image and reputation through compliance with all relevant legislation and company policies
• Plan and manage internal communications to all team members within the department
• Responsible for ensuring short & long term strategic and tactical objectives fully support strategy
• Develop relationships with customers (D2C, Business Development) to understand and anticipate their existing and future needs, ensure that this is communicated cross-functionally within the business and to develop solutions for the customers.
• Assume accountability for the departments financial and strategic planning, including the P&L of Retail, online pure players and new business customers

Operations

• Deliver agreed sales and profit targets for the division
• Responsible for providing outstanding levels of customer service and customer satisfaction
• Design and implement the annual sales & marketing plan for the retail business
• Work with the Marketing Team on new product development feasibility and execution, on merchandising, product selection, promotions and social media support
• Work in conjunction with Finance to develop sound, cost effective tracking systems
• Work in conjunction with IT to keep our Lindt e-shop running and updated, where required
• 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
• Forecasting sales volumes and 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
• Communicate regularly with the team in regards 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
• 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 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