Superdrug OPERATIONS MANAGER, Indigo Cafe MISSION To manage the day to day operations of multiple cafes in a predetermined Region to ensure we are delivering the Indigo Service guarantee and that performance targets are reached. To ensure customer care issues are resolved within the Indigo service standards. KEY PERFORMANCE MEASURES Customer loyalty/satisfaction ratings Café Operations scorecard Sales and contribution targets Direct report work satisfaction Labour and productivity Staff performance spot check Inventory turns and shrink Employee turnover Maintenance costs New store opening timetable KEY RESPONSIBILITIES Human Resources Build the spirit and energy in the cafes Recruit Café Managers and manages the join-up process Manage the Café Managers including setting expectations, providing regular feedback, conducting performance reviews and rewarding performance Support Café Managers in conducting corrective action, performance reviews and development plans for café staff members Coordinate and/or deliver training for Café Managers and teams Ensure Human Resource policies, practices and training programs are implemented Business Assist in the development and implementation of the café business plan strategies Support Director, Café Operations in designing reporting documents and procedures for café managers. Administer consolidation of weekly cafe data. Review all customer feedback for common themes, appropriate responses and create improvement actions Ensure Café Teams are executing the Retail Selling Process Ensure that quality standards of product are maintained through proper procedures (receiving, preparation) and cleanliness Follow up with suppliers on any quality and delivery issues Ensure operational execution for new product launches (communication, merchandising, training, pricing, PRISM setup, targets) Ensure Café Teams maintain a clean and comfortable environment Ensure that budgeted labour cost objectives and productivity standards are maintained Ensure inventory management procedures are followed with minimal shrink and appropriate accounting adjustments Ensure that proper cash handling procedures are in place Identify equipment/ maintenance requirements for region. Strive to maintain a safe and secure workplace for all staff members Assist the management team in the opening of new cafes (i.e. hiring, training, operational set-up) Ensures effective communication for stores and within the cafes is done Liase with construction department during new café installation in order to fulfill schedule commitments (opening dates) Secure all business and liquor licenses for new stores. Ensure current café licenses are up to date. KEY RELATIONSHIPS Reports to: Director, Café Operations. Supervises the: Café Managers for a region. Interfaces and builds relationships with : Customers, General Managers, Suppliers, Café Teams, Store Operations, Marketing, Commissions (Alcohol, Metro Licensing), Construction Team, Human Resources Team IDEAL CANDIDATE: University education Minimum five years single-unit management, multi-unit experience Experience in managing people and implementing Human Resource practices and policies Understands processes, technology and management techniques used in multi-unit food environment in order to fulfill commitment to budget targets. Models a superior experience for staff and customers at all times. Capable of operationalizing new product and marketing initiatives. Proficient in Microsoft Office, Outlook and the Web Please send your resume and a cover letter stating the position you're interested in to: Indigo Books & Music Inc. 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