Innisfree

We are looking for a passionate and committed professional to join our project to oversee the Cocoa Project’s store operations. Your role is to manage the overall success of the operations of the cocoa shop.

You will be responsible for the management of the operational excellence of The Cocoa Project so that the store meets service, sales, and profit objectives.

Ultimately, your role is to lead the team to deliver a pleasant experience for the customers of The Cocoa Project. You will contribute to the purpose of The Cocoa Project which is to bring chocolate to the people and build a culture of chocolate in Vietnam.

JOB DESCRIPTION:

TEAM LEADERSHIP:

• Motivate and inspire the team to achieve sales targets and deliver outstanding customer service;

• Conduct regular performance evaluations and provide constructive feedback;

• Work closely with the line manager to identify and resolve performance issues/ opportunities of the team members as they arise;

• Manage with integrity, honesty and knowledge. Communicate clearly, concisely, and accurately to ensure effective store operations;

• Promote the culture, values, and mission and act as a positive example;

• Act as a communications champion of the company towards the store team, ensuring the company vision, mission, values and rationales are accurately and truthfully delivered to all team members (e.g., new directives, policies, procedures changes);

• Foster a positive and collaborative work environment.

STORE MANAGEMENT:

• Oversee daily store operations, including opening and closing procedures;

• Master and provide the instruction of operating procedures and company regulations, ensuring proper implementation of working procedures at the store;

• Responsible for store operations and shift arrangements by planning and delegating appropriate responsibilities and practices to team members to ensure smooth flow of store operations;

• Managing store’s equipment, property and store maintenance;

• Receive and deploy information from the line Manager about company regulation, new policies, and promotional programs to promote the store's image and better reach potential customers;

• Resolve any problems that arise at the store not only internal issues but also customer complaints with positive mind set;

• Collaborate with back-office and HR for recruitment, onboarding, motivation, performance evaluation, strong team relations/ team spirit, talent development, talent retention, succession planning, leadership development inside the store team

• Monitor and manage store staffing levels to ensure store operational requirements

• Develop, implement, follow, update and improve standards (SOPs)

• Ensure and improve quality of product and services

• Assist and implement menu launches working closely with Product team

• Develop and implement service level & customer journey

• Plan and delegate appropriate responsibilities and practices to team members to ensure smooth flow of store operations

• Monitor inventory levels and place orders as at when due, ensure stock availability and manage waste

• Ensure operation setup and service for outside events (outside sales, fairs, catering)

• Serve in any capacity within the operations as needed due to associate absence and perform related duties and assignments as required

• Other tasks: as line manager’s request

CUSTOMER SERVICE:

• Act as a brand ambassador and manage The Cocoa Project’s brand image towards our customers;

• Ensure that customer service standards are met;

• Handle customer inquiries, feedback, and concerns promptly and professionally;

• In charge of customer's order message with Store Assistant such as: Food Apps, FB, Instagram, Tiktok, ...

• Collaborate with Sales to process customers’ orders/ requests;

• Train staff to provide product knowledge and create a welcoming atmosphere to customers.

QUALITY CONTROL:

• Uphold quality standards for company’s products;

• Ensure adherence to health and safety regulations;

• Monitor product freshness and presentation;

• Ensure delivery the high product quality to customers.

STORE PERFORMANCE:

• Store performance optimal headcount, shift control, rostering;

• Ensure standardized quality and performance monitoring including definition, processes, measures, tools, KPIs and review;

• Review store team performance and provide training to help improve their performance, when necessary Provides coaching, deliver training and direction to the store team to achieve store operation goals

• Track and push performance vs budget;

• Manage the store budget, track expenses, and report on financial performance;

• Implement cost-effective measures to improve operational efficiency;

• Responsible for store revenue and cost control, creating and maintaining profitable growth for the store. Correctly implement the indicators according to the company's requirements;

• Generate daily, weekly, monthly, and annual report to the line manager.

COMMUNITY ENGAGEMENT:

• Build and maintain positive relationships with the local community;

• Local relationships and store environment: government, neighbors…;

• Explore opportunities for collaborations or sponsorships within the community.

• Salary: negotiation

• Sales incentives monthly if reach the target

• 6 days per week, 8h/ day (included 30’ break time)

• SHUI in full, based on the gross salary

• Lunch allowance, parking allowance (depend on working location), birthday benefit.

• 12 days of annual leave + 01 leaving on the birthday

• Training opportunities

• Health insurance 24/7 after working 24 months continuously

• Annual salary review

• Yearly health check

• Yearly company trip (depend on business result)

• Diploma or degree in food service management or related field will be an advantage;

• Proven experience in a managerial role, preferably in the retail and food and beverage industry;

• Minimum 2 years at the same positions;

• Ability to spot and resolve problems efficiently;

• Mastery in delegating multiple tasks and motivating team;

• Communication and leadership skills;

• Up to date with food and beverages trends and best practices;

• Creative close to the F&B culture - Passion for chocolate and food;

• Ability to manage personnel and meet financial targets;

• Exceptional customer service orientation;

• Fluently in English and Vietnamese in writing and communication;

• Good computer skills, including experience with Microsoft Office Suite;