Store Supervisor (F&B) - Hanoi Capital

About the Role

The Store Supervisor is a key member of the Maison Marou store leadership team. The role may report to a Store Manager in a larger flagship store or directly to an Area Manager as the person in charge of a smaller station or café. The Store Supervisor is accountable for daily store activities focused on in-store customer experience across F&B and chocolate retail, while developing and improving team capabilities.

Key Responsibilities

Operations Management

• Oversee the day-to-day operations of the store, ensuring smooth and efficient functioning.
• Participate in daily operations and provide on-ground support to the operations team.
• Implement and maintain standardized operating procedures across all stations to ensure consistency in service, product quality, and customer experience.
• Coordinate with national, regional, and area management to address operational challenges, resolve issues, and implement best practices.
• Lead pre-shift briefings, deploy stations, and set targets.
• Manage intra-day staffing by adjusting breaks, sending staff home early during quiet periods, and arranging positions during peak hours to control labor costs.
• Act as the primary custodian of store assets, including equipment, cash, and inventory.
• Independently execute opening and closing procedures and submit daily sales reports to the Area Operations Manager.
• Lead daily shift operations when a Store Manager is not physically present.

Operational Excellence

• Perform spot checks on product quality before service.
• Ensure the store remains pristine and meets visual merchandising standards throughout each shift.
• Proactively monitor and balance inventory levels of high-value items between stores in the region to avoid missed sales opportunities.
• Ensure consistent adherence to company standards, procedures, and brand guidelines across all locations.
• Maintain brand integrity and promote a culture of adventure, authenticity, and passion within the regional team.

P&L and Cost Management

• Handle cash, closing reports, and store security at the end of each shift.
• Monitor and analyze store P&L and EBITDA performance.
• Provide regular reports and actionable insights to the Area Manager and senior management.
• Identify and implement process improvements to increase efficiency, productivity, and profitability.
• Optimize inventory levels, manage resources effectively, and control operating costs.
• Manage daily wastage, spoilage, and cash variances.
• Monitor hourly sales and actively manage labor hours to meet the daily cost-of-labor target set by the Area Operations Manager.

Customer Experience

• Handle routine, Level 1 customer complaints at the store.
• Champion a customer-centric approach and ensure exceptional service delivery.
• Resolve customer issues promptly and respond proactively to customer needs and concerns.
• Ensure the operations team delivers an experience aligned with the company's commitment to authenticity and customer satisfaction.

Cross-Functional Collaboration

• Coordinate with Finance on payment process management.
• Collaborate with Legal and Corporate Affairs to ensure compliance with regulations and company policies.
• Partner with QHSE to uphold quality, health, safety, and environmental standards.
• Partner with Corporate Sales to support business initiatives.
• Work closely with HR on staffing, training, and team development.
• Collaborate with building management, maintenance, and operational support teams.

Team Leadership and Development

• Monitor staff grooming and punctuality and issue verbal warnings for non-compliance when necessary.
• Participate in interviewing, onboarding, and training new operations team members.
• Lead, mentor, and supervise the operations team to maximize performance and efficiency.
• Conduct performance appraisals, provide feedback, and implement improvement plans.
• Develop high-potential employees for promotion.
• Foster a positive work environment by recognizing achievements and encouraging collaboration.

Administration and Reporting

• Draft weekly rosters and place daily orders for Area Operations Manager approval.
• Conduct daily and weekly physical inventory counts and explain discrepancies.

Minimum Requirements

• At least 2 years of supervisory experience in a fast-paced F&B or retail environment.
• Proven experience managing operations in a high-quality standards environment.
• Basic understanding of P&L components.
• Demonstrated ability to manage labor costs through effective scheduling and control inventory and COGS by minimizing waste.
• Experience with the full store-level employee lifecycle, including recruitment, onboarding, and performance management.
• Strong coaching skills, including the ability to instruct, correct, and motivate staff on the floor while maintaining high service standards.
• Excellent communication skills for interacting with diverse customers and team members.
• Ability to remain calm and effective under pressure when resolving customer complaints and operational emergencies.

Preferred Requirements

• Genuine passion for chocolate or artisanal products.
• Experience sharing product knowledge to inspire staff and customers.
• Familiarity with modern POS systems, ERP software, and Microsoft Office for reporting.

Workplace Commitment

Marou is committed to a transparent, diverse, and inclusive workplace. Recruitment and career development decisions are based on qualifications, skills, and experience. The company provides equal opportunities for learning and growth, fair compensation, safe working conditions, and a respectful workplace free from harassment and discrimination.

Personal Data Processing Notice

Candidates who apply to Marou Chocolate confirm that they have read and understood the Personal Data Processing Notice for candidates and employees and consent to the processing of their personal data for evaluating their suitability for the position and preparing for potential employment.