Shift Incharge

About the Role

Shift Manager

Key Responsibilities

Guest Experience & Sales Excellence

• Deliver and model world-class, personalized customer service aligned with luxury retail standards

• Cultivate deep product knowledge to confidently guide guests through chocolate selections, gifting, and pairings

• Drive sales performance through upselling, storytelling, and attentive service

• Resolve guest concerns with discretion, professionalism, and care

Team Leadership

• Supervise, motivate, and support team members during assigned shifts

• Lead pre-shift briefings and ensure staff are informed, prepared, and inspired

• Coach team members on service standards, product knowledge, and brand presentation

• Support onboarding and training of new hires

Operations & Standards

• Open and close the store in accordance with company procedures

• Maintain immaculate visual merchandising, cleanliness, and brand presentation

• Monitor inventory levels, assist with stock management, and reduce product loss

• Ensure compliance with food safety, hygiene, and cash-handling standards

Brand Representation

• Act as a brand ambassador, embodying elegance, warmth, and attention to detail

• Uphold the heritage, craftsmanship, and storytelling of the chocolate brand in every interaction

Qualifications & Experience

• 13 years of supervisory or keyholder experience in luxury retail, hospitality, or premium food environments

• Strong leadership and communication skills

• Passion for fine chocolate, gourmet food, or luxury retail

• Proven ability to deliver elevated customer experiences

• Flexibility to work evenings, weekends, and holidays

Desired Attributes

• Polished, professional demeanor

• Detail-oriented with a strong sense of presentation

• Calm, confident decision-maker in a fast-paced environment

• Team-focused with a hands-on leadership style