The Store Supervisor is a key role inside of that Maison Marou Store’s leadership. They may report to a Store Manager within a larger, flagship store, or they may report to an Area Manager directly as a “store in charge person” of a smaller station or café. In either case, they will be accountable for their store’s daily activities that focus around in-store customer experience for F&B and chocolate retail while always working to develop and improve the skills of the team.

KEY RESPONSIBILITY

Operations Management

• Oversee the day-to-day operations of their store, ensuring smooth and efficient functioning.
• Participate in day-to-day operations and provide on-ground support to the operations team.
• Implement and maintain standardized operating procedures (SOPs) across all stations to ensure consistency in service, product quality, and customer experience.
• Coordinate with the Senior Management (National, Regional, and Area managers) to address operational challenges, resolve issues, and implement best practices.
• Shift Execution (Rostering & Customer Service): Lead Pre-shift Briefings (deploy stations, set targets).
• Intra-day Flexing: Send staff home early or manage breaks effectively if the store is quiet to save labor cost, as well as positions arranging in Peak Hours.
• Act as the primary custodian of the Station’s assets (equipment, cash, inventory).
• Independently execute opening/closing procedures and submit daily sales reports to the AOM.
• Lead the daily shift operations without the physical presence of a Store Manager.

Operational Excellence

Standard Enforcement (Product Management)

• Perform "Spot Checks" on product quality before serving.
• Ensure the store looks pristine (Visual Merchandising standard) throughout the shift Proactively monitoring and balancing inventory levels of high value items between stores in the region to ensure that sales opportunities are not missed in their store.
• Ensure consistent adherence to company standards, procedures, and brand guidelines across all locations, maintaining brand integrity.
• Drive a culture of Adventure, Authenticity, and Passion within the regional team.

P&L Focus

Cash & Closing (P&L)

• Responsible for cash handling, closing reports, and securing the store at end of shift. Monitor and analyze their store’s P&Ls and EBITDA to determine performance, providing regular reports and actionable insights to Area Manager & senior management, and implement improvements.
• Identify and implement process improvements to enhance efficiency, productivity, and profitability.
• Optimize inventory levels, manage resources effectively, and control operational costs, demonstrating strong Business Acumen.

Cost Control (Micro-P&L)

• Strictly accountable for daily Wastage/Spoilage and Cash variances.
• Monitor hourly sales and actively cut labor hours (send staff home) to meet the daily COL target set by AOM.

Customer Experience

• Handle routine customer complaints (Level 1) immediately at the store
• Champion a customer-centric approach, ensuring exceptional service delivery and resolving customer issues promptly.
• Identify customers needs and respond proactively to all of their concerns
• Ensure that operations team delivers a customer experience that reflects 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 (Quality, Health, Safety, Environment) to uphold safety standards and operational excellence.
• Partner with Corporate Sales to drive business initiatives.
• Work closely with HR on staffing, training, and team development to meet operational goals.
• Collaborate with teams on building management, maintenance, and operational support.

Team Leadership and Development

Discipline (Team Leading)

• Monitor staff grooming and punctuality. Issue verbal warnings for non-compliance.
• Direct and Participate in interviewing, onboarding and training of new operations team members.
• Lead, mentor, and supervise 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.

Admin & Reporting

• Draft weekly rosters and place daily orders for AOM's approval.
• Conduct physical inventory counts (daily/weekly) and explain discrepancies.

MINIMUM REQUIREMENTS

Supervisory Experience in High-Volume Environment

Minimum 2+ years of experience working in fast-paced F&B or Retail. Must have a proven track record of managing operations in a high quality standard environment.

Financial Understanding & Cost Management

Understanding of basic P&L (Profit & Loss) components. Demonstrated ability to manage Labor Cost through effective rostering (scheduling) and control Inventory/COGS by minimizing waste

People Management & Coaching Skills

Experience in the full employee lifecycle at the store level: Recruitment, Onboarding, and Performance Management. Must possess Coaching Skills—the ability to instruct, correct, and motivate staff on the floor to maintain high service standards (Brand Ambassador mindset).

Problem Solving & Communication

Excellent communication skills to interact with diverse customers and team members. Ability to remain Calm and Sharp under pressure to resolve customer complaints and operational emergencies effectively.

PREFERABLE REQUIREMENTS

A genuine passion for chocolate, or artisanal products. Experience in sharing product knowledge to inspire both staff and customers

Familiarity with modern POS systems, ERP software, and Microsoft Office for reporting purposes

MAROU WORKPLACE COMMITMENT

At Marou, we foster a transparent, diverse, and inclusive workplace where all recruitment and career development decisions are based on qualifications, skills, and experience. We are committed to providing equal opportunities for learning and growth, ensuring fair compensation and safe working conditions, and maintaining a respectful workplace free from harassment and discrimination.

PERSONAL DATA PROCESSING NOTICE

In accordance with the laws on personal data protection, we shall apply the Personal Data Processing Notice to all candidates. By submitting your application to Marou Chocolate, you confirm that you have read and understood the Personal Data Processing Notice available at the following link: Marou-Privacy Notice to Candidates & Employees-EN.pdf, and consent to our processing of your personal data for the purpose of assessing your suitability for the position and preparing for your potential employment with us.