Store Manager

Job Purpose To lead the store team in delivering exceptional Patchi guest experience and achieving sales and profitability objectives. The Store Manager is accountable for daily operations, team performance, inventory accuracy, cash controls, premium presentation, and product quality, hygiene and food safety across chocolate, cakes, Merry Cream products and beverages, where applicable. Key Responsibilities Guest Experience and Commercial Performance • Lead by example welcoming guests, identifying their needs, presenting products and delivering the approved Patchi customer journey. • Achieve store sales targets and monitor footfall, conversion rate, average ticket value (ATV), units per transaction (UPT) and category sales performance. • Review daily, weekly and monthly results, identify performance gaps and implement action plans with clear owners and follow-up dates. • Conduct daily team briefings covering targets, product priorities, guest service, stock availability and selling opportunities. • Coach the team on product storytelling, consultative selling, upselling and cross-selling; ensure promotions and competitions follow company guidelines. • Resolve guest complaints within delegated authority, follow up on service recovery and escalate recurring or serious concerns. • Oversee special orders, gifting requests and collection or delivery arrangements to ensure accuracy and timely fulfillment. Team Leadership and Development • Allocate duties and prepare staff schedules in line with approved staffing plans, trading patterns and business needs. • Monitor attendance, punctuality, grooming and conduct; maintain accurate records and coordinate exceptions with HR and the reporting manager. • Onboard new employees and ensure completion of product, service, food safety, equipment and operational training and assessments. • Observe performance, provide regular coaching and feedback, conduct appraisals and follow up on agreed development actions. • Build a respectful and accountable team environment, recognize strong performance and address concerns in coordination with HR. Store Operations and Brand Standards • Ensure opening, closing, shift handover and daily operational checklists are completed accurately and on time. • Maintain premium merchandising, approved displays, product availability, cleanliness and organized service and storage areas. • Ensure readiness of chocolate counters, cake displays, Merry Cream and coffee service stations, and guest seating where applicable. • Monitor equipment condition, arrange approved maintenance and escalate faults or service interruptions promptly. • Coordinate with the relevant departments on replenishment, promotions, store requirements and operational issues. • Submit accurate sales, staffing, stock and incident reports and complete actions arising from store visits and audits. Inventory Waste and Cash Controls • Plan replenishment based on sales trends, seasonality, stock levels and shelf life to reduce shortages and excess stock. • Verify receiving, transfers, stock counts and adjustments; investigate variances and escalate discrepancies according to procedure. • Control product, packaging, ingredient and consumable waste; ensure wastage is recorded and corrective actions are followed up. • Oversee POS accuracy, cash reconciliation, safe custody, cash handover and deposits according to company procedures. • Ensure discounts, refunds, returns, exchanges and vouchers comply with policy and approval limits; investigate unusual transactions. • Protect company assets and maintain accurate records; report suspected theft, cash shortages or control failures immediately. Food Safety Hygiene and Equipment Care • Enforce personal hygiene, safe food handling, allergen communication and cross-contamination prevention using approved company guidance. • Verify temperature, shelf life, batch and expiry dates, labeling and storage conditions; ensure FIFO/FEFO is applied as required. • Ensure cleaning and sanitizing schedules are completed for surfaces, utensils, cake tools, Merry Cream machines and coffee machines where needed. • Review cleaning, temperature, wastage and equipment records and correct incomplete checks or deviations promptly. • Maintain inspection readiness and follow up on food safety, hygiene and municipality audit findings with the relevant departments. Compliance Safety and Accountability • Ensure the team follows company policies, operating procedures, health and safety requirements and management instructions. • Maintain store emergency readiness and report accidents, hazards, security incidents and serious guest or employee concerns promptly. • Maintain confidentiality of employee, guest and company information and ensure records are handled appropriately. • Complete other duties related to the role as assigned by management. Qualifications and Experience • At least three four of retail or hospitality experience, including one year in a supervisory or store management role; premium chocolate, gifting or food service experience is an advantage. • Experience leading teams, managing sales targets and interpreting store performance indicators. • Working knowledge of POS systems, inventory controls, cash reconciliation and standard office reporting tools. • Arabic speaker with good English language • Knowledge of food safety and hygiene practices. Show more Show less

At least three four of retail or hospitality experience, including one year in a supervisory or store management role; premium chocolate, gifting or food service experience is an advantage. Experience leading teams, managing sales targets and interpreting store performance indicators. Working knowledge of POS systems, inventory controls, cash reconciliation and standard office reporting tools. Arabic speaker with good English language. Knowledge of food safety and hygiene practices.

Lead by example welcoming guests, identifying their needs, presenting products and delivering the approved Patchi customer journey. Achieve store sales targets and monitor footfall, conversion rate, average ticket value (ATV), units per transaction (UPT) and category sales performance. Review daily, weekly and monthly results, identify performance gaps and implement action plans with clear owners and follow-up dates. Conduct daily team briefings covering targets, product priorities, guest service, stock availability and selling opportunities. Coach the team on product storytelling, consultative selling, upselling and cross-selling; ensure promotions and competitions follow company guidelines. Resolve guest complaints within delegated authority, follow up on service recovery and escalate recurring or serious concerns. Oversee special orders, gifting requests and collection or delivery arrangements to ensure accuracy and timely fulfillment. Allocate duties and prepare staff schedules in line with approved staffing plans, trading patterns and business needs. Monitor attendance, punctuality, grooming and conduct; maintain accurate records and coordinate exceptions with HR and the reporting manager. Onboard new employees and ensure completion of product, service, food safety, equipment and operational training and assessments. Observe performance, provide regular coaching and feedback, conduct appraisals and follow up on agreed development actions. Build a respectful and accountable team environment, recognize strong performance and address concerns in coordination with HR. Ensure opening, closing, shift handover and daily operational checklists are completed accurately and on time. Maintain premium merchandising, approved displays, product availability, cleanliness and organized service and storage areas. Ensure readiness of chocolate counters, cake displays, Merry Cream and coffee service stations, and guest seating where applicable. Monitor equipment condition, arrange approved maintenance and escalate faults or service interruptions promptly. Coordinate with the relevant departments on replenishment, promotions, store requirements and operational issues. Submit accurate sales, staffing, stock and incident reports and complete actions arising from store visits and audits. Plan replenishment based on sales trends, seasonality, stock levels and shelf life to reduce shortages and excess stock. Verify receiving, transfers, stock counts and adjustments; investigate variances and escalate discrepancies according to procedure. Control product, packaging, ingredient and consumable waste; ensure wastage is recorded and corrective actions are followed up. Oversee POS accuracy, cash reconciliation, safe custody, cash handover and deposits according to company procedures. Ensure discounts, refunds, returns, exchanges and vouchers comply with policy and approval limits; investigate unusual transactions. Protect company assets and maintain accurate records; report suspected theft, cash shortages or control failures immediately. Enforce personal hygiene, safe food handling, allergen communication and cross-contamination prevention using approved company guidance. Verify temperature, shelf life, batch and expiry dates, labeling and storage conditions; ensure FIFO/FEFO is applied as required. Ensure cleaning and sanitizing schedules are completed for surfaces, utensils, cake tools, Merry Cream machines and coffee machines where needed. Review cleaning, temperature, wastage and equipment records and correct incomplete checks or deviations promptly. Maintain inspection readiness and follow up on food safety, hygiene and municipality audit findings with the relevant departments. Ensure the team follows company policies, operating procedures, health and safety requirements and management instructions. Maintain store emergency readiness and report accidents, hazards, security incidents and serious guest or employee concerns promptly. Maintain confidentiality of employee, guest and company information and ensure records are handled appropriately. Complete other duties related to the role as assigned by management.