Job Description

F&B company 13 years on the UAE market looking for Retail Branch Supervisor to be responsible for efficient work of the chain of retail stores to maximize incomes & service quality. The right candidate should be organized, open-minded and creative, and be a self-starter with a positive 'can do' attitude to get the job done more effectively and efficiently. He/she must also be able to work in a fast-paced environment. Job Role 1.1 As the Branch/Kiosk Supervisor you will be responsible for the day to day successful running of the CompanyaEUR(TM)s Branch and/or Kiosk(s) and motivating all Branch & Kiosk staff to achieve the retail targets. Development of new Branch/Kiosk opportunities such as product marketing development, customer service and operational improvement, what will enhance the customeraEUR(TM)s expectations in line with the retail strategy. Help to develop & implement business targets to raise Branch/Kiosk traffic, to optimize store profitability and improve the customers experience in line with the retail strategy; 1.2 As the Branch/Kiosk Supervisor you will be encourage and support employees, making sure that company standards are met. Supervisor directs the employees through their daily routines and interact with customers to make sure that they have a satisfactory experience. Supervisors act as quality improvers, ensuring customer satisfaction through training employees properly and adhering to company policy. 2.0 RESPONSIBILITIES 2.1 Interviewing, selecting, training staff as well as new employees, supervising, counseling and disciplining staff, developing personal growth opportunities; 2.2 Supervising the Branch/Kiosk during duty periods to ensure that all Katrina Sweets standards and steps of service are met through all customers interactions; 2.3 Demonstrate positive leadership characteristics which inspire Team Members to meet and exceed standards; 2.4 Organize workflow and ensure that employees understand their duties or delegated tasks; 2.5 Observe performance and encourage improvement where necessary; 2.6 Communicate with customers and employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information; 2.7 Pass on information from upper management to employees and vice versa; 2.8 Remain calm and alert, especially during emergency situation and/or heavy Branch/Kiosk activity, serving as a role model for the staff; 2.9 Maintains safe and healthy work environment by establishing and enforcing organization standards; 2.10 Ensuring that proper opening and closing functions are being completed each shift; 2.11 Ensure all daily and monthly reports are detailed and submitted in a timely matter; 2.12 Ensure adherence to company policies and procedures and undertake disciplinary actions if a need arises; 2.13 Prepare work schedules, assigning and monitoring work, implementing productivity standards and review inventory and sales records. 2.14 Manage the cleaning of the Branch/Kiosk and the organization of the shelves. 2.15 Make sure that items are properly displayed, arranged by categories, without gaps, and with no dirties, or finger prints, or cracks on items. 2.16 Ensure control over expiry date of products and check the inventories in the stockroom to ensure that none of the items are beyond their sell-by date. 2.17 Make sure the home delivery process from shop & kiosk is going without interruptions, product damages on client sides, and by involving all acceptable platforms. 2.18 Make a reporting over home deliveries at the end of every month. 2.19 Propose to central office regular sales promotions for approval in the shop and ensure its performance and reporting. Ensure samples are available for clients. 2.20 Ensure welcome ambience (music, TV, happy ambience) at the shop and smiling attitude at kiosk to keep improving the image of the shop & kiosk and of the brand. 2.21 Getting feedback from customers and report on a monthly basis. providing help and advice to customers using our company products or services; 2.22 Communicating courteously with customers by telephone, email, letter and face to face; 2.23 Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants; 2.24 Handling and teaching branch staff how to handle customer complaints or any major incidents, such as a security or product issue; 2.25 Issuing and teaching branch staff how to make refunds or compensation to customers where applicable; 2.26 Keeping accurate records of discussions or correspondence with customers for dispute scenarios and teaching branch staff how to make it; 2.27 Analyzing statistics or other data to determine the level of customer service our company is providing and provide suggestions to central office how to improve it; 2.28 Providing written information for customers in a corporate and gentle manner, often involving use of computer software; 2.29 Writing reports analyzing the customer service that our company provides and provide suggestions how to improve it; 2.30 Developing feedback or complaints procedures for customers to use; 2.31 Regularly (not less than 1 time per 6 months) proposing improvements of customer service procedures, policies and standards for our company or department to central office; 2.32 Participating in meetings with other managers to discuss possible improvements to customer service; 2.33 Being involved in staff recruitment, regular evaluation and appraisals; 2.34 Training staff to deliver a high standard of customer service; 2.35 Leading or supervising a team of customer service staff; 2.36 Learning about your organizationaEUR(TM)s products or services and keeping up to date with changes; 2.37 Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses. 2.38 Work effectively together with other managers and supervisors to create maximum synergy, coordination and cooperation. 2.39 Other works needed for effective work of the branch and sales increase as required by the company. 3.0 CHALLENGES 3.1 Set goals for performance and deadlines in ways that comply with companyaEUR(TM)s plans and vision and communicate them to subordinates; 3.2 Receive complaints and resolve problems; 3.3 Must ensure that his/her Branch/Kiosk meets the expectations of the customers and lives up to its predefined brand image. 4.0 KEY PERFORMANCE INDICATORS 4.1 Sales in the branch(es) by quantities and sales volume 4.2 Expiry items (minimized); 4.3 Quantity of complaints towards its staff; 4.4 Balanced employee load (no overstaffing); Job Types: Full-time, Permanent Salary: AED5,500.00 - AED6,500.00 per month Experience:

• F&B Cafe supervising: 3 years (Required)
• HORECA: 3 years (Required)
• Cafe/Confectionary: 3 years (Required)

• UAE Driving Licence (Preferred)