Cluster Manager/ Senior Store Manager

About the Role
• Passionate about retail, chocolate and creating exceptional customer experiences? Join Venchi as a Cluster Manager / Senior Store Manager and lead teams across four stores.
• Working closely with the Retail Manager, you will drive sales and profitability, maintain operational and service standards, and build strong teams, store profiles and lasting customer relationships. Responsibilities Business Management
• Partner with the Area Manager to develop and execute business strategies across multiple stores.
• Analyse sales, KPIs and qualitative insights to create monthly business plans and practical actions that deliver business goals.
• Build relationships with mall management and customers to strengthen store visibility and brand opportunities.
• Monitor market trends and competitor activities to identify opportunities for improvement. People Management
• Conduct regular store visits to coach teams on business performance, operations, selling skills and customer service, providing timely, constructive feedback.
• Create a positive, motivating working environment through clear communication, effective delegation and leading by example.
• Lead regular briefings with store leaders to review performance, align priorities and agree clear action plans.
• Partner with the Area Manager and store leaders on recruitment, training, individual development, succession planning and employee retention. Operations Management
• Ensure consistent application of Venchi’s operating standards, including stock and inventory control, visual merchandising and hygiene.
• Oversee sales-floor and back-office activities through effective supervision and delegation, keeping teams focused on business objectives.
• Provide ongoing training to maintain operational compliance, and monitor in-store gelato lab operations and product quality. Customer Management
• Coach teams to deliver welcoming, personalised service and tasting experiences that meet Venchi standards and exceed customer expectations.
• Review customer feedback, mystery shopping results and service KPIs, sharing insights and implementing targeted improvements.
• Support the Corporate Sales team with corporate customer service and product support.
• How success is measured: Sales target achievement, year-on-year like-for-like sales growth, mystery shopper and SGS scores, productivity, average transaction value and conversion rate. Qualifications
• Diploma or above.
• At least 8 years of experience in retail, hospitality or the service industry, including at least 4 years in people management or a similar capacity.
• Strong coaching experience and the ability to develop and motivate frontline teams. Required Skills
• A passion for chocolate, retail store management and building lasting customer relationships.
• A strong customer-service and people focus, with integrity and a strong work ethic.
• Attention to detail, the ability to manage multiple priorities, and a flexible, open-minded approach.
• Proficiency in Microsoft Excel, Word and PowerPoint.
• English and Cantonese are essential.
• Willingness to work rostered shifts. Role Level
• Candidates with more experience will be considered for the Cluster Manager position with a wider scope of responsibility.