Store Manager - Full Time

STORE MANAGER

Ladurée SA | French Luxury Hospitality & Pâtisserie Brand

Position Overview

Ladurée SA is seeking an experienced and commercially driven Store Manager to oversee the day-to-day operations of the store and ensure an exceptional customer experience in line with the standards and heritage of the Ladurée brand. The Store Manager will be responsible for leading the store team, driving sales and profitability, maintaining operational excellence, managing stock and ensuring that the store consistently reflects Ladurée’s luxury positioning. The successful candidate will be a confident and hands-on leader with strong hospitality or luxury retail experience and a passion for delivering exceptional service.

Key Responsibilities

Store Operations:

· Take full responsibility for the daily operation and performance of the store.

· Ensure the store operates efficiently and in accordance with Ladurée’s operational standards and procedures.

· Maintain exceptional standards of cleanliness, presentation, merchandising and overall store appearance.

· Ensure opening and closing procedures are completed correctly.

· Monitor daily operations and promptly address operational challenges.

· Ensure all equipment, facilities and customer areas are maintained to the required standard.

· Ensure compliance with company policies, procedures, health and safety requirements and applicable legislation.

Sales & Commercial Performance:

· Drive daily, weekly and monthly sales performance in line with business targets.

· Monitor key performance indicators and identify opportunities to improve store performance.

· Develop strategies to maximise sales, average transaction value and customer retention.

· Monitor sales trends and provide regular performance feedback to management.

· Ensure the team is actively promoting products, seasonal offerings and relevant promotions.

· Identify opportunities to increase revenue while maintaining the premium positioning of the brand.

· Monitor wastage and implement measures to minimise unnecessary product losses.

Customer Experience:

· Deliver an exceptional and consistent luxury customer experience.

· Ensure all employees understand and uphold Ladurée’s service standards.

· Handle customer queries, complaints and escalated service issues professionally and promptly.

· Build strong relationships with regular and high-value customers.

· Ensure the team demonstrates appropriate knowledge of Ladurée products and provides knowledgeable product recommendations.

· Maintain a welcoming, polished and professional environment at all times.

Team Leadership & People Management:

· Lead, manage and motivate the store team.

· Conduct daily briefings and ensure employees are clear on operational and sales expectations.

· Allocate duties and manage staff scheduling in accordance with operational requirements.

· Monitor attendance, punctuality, performance and conduct.

· Provide coaching, training and ongoing development to employees.

· Conduct performance discussions and provide constructive feedback.

· Identify training and development needs within the team.

· Address employee relations matters in accordance with company policies and HR procedures.

· Foster a positive, respectful and professional working environment.

· Lead by example and demonstrate the service standards expected from the team.

· Work closely with HR regarding recruitment, onboarding, performance management, disciplinary matters and employee retention.

Stock & Inventory Management:

· Oversee daily stock management and inventory control.

· Ensure accurate receiving, storage and recording of stock.

· Monitor stock levels and ensure appropriate ordering based on business requirements.

· Conduct regular stock counts and investigate discrepancies.

· Minimise wastage, spoilage, damage and stock losses.

· Ensure products are stored and displayed in accordance with required quality and food safety standards.

· Monitor product expiry dates and ensure appropriate stock rotation.

Financial & Administrative Controls:

· Ensure all cash-handling and point-of-sale procedures are followed correctly.

· Monitor daily cash-ups and investigate discrepancies.

· Ensure accurate completion of required operational and financial reports.

· Monitor store expenses and assist with cost-control initiatives.

· Ensure company assets and equipment are appropriately managed.

· Maintain accurate operational records and documentation.

Brand Standards:

· Act as an ambassador for the Ladurée brand.

· Ensure the store consistently reflects Ladurée’s French heritage, luxury positioning and premium customer experience.

· Maintain high standards of product presentation, packaging and visual merchandising.

· Ensure employees understand and embody the brand’s values and service expectations.

· Protect the reputation and integrity of the Ladurée brand in every customer interaction.

Minimum Requirements:

· Grade 12 / Matric.

· Relevant qualification in Hospitality Management, Retail Management, Business Management or a related field will be advantageous.

· Minimum 3–5 years’ experience in a Store Manager, Restaurant Manager, Café Manager, Retail Manager or similar leadership position.

· Proven experience managing a team in a fast-paced hospitality, luxury retail, restaurant, café or premium food environment.

· Demonstrated experience in achieving sales and operational targets.

· Strong understanding of stock management, cash handling and operational controls.

· Experience managing employee performance and workplace conduct.

· Strong customer service and complaint-resolution experience.

· Computer literate, with proficiency in Microsoft Office and point-of-sale systems.

· Strong understanding of health, safety and hygiene requirements.

Advantageous Experience:

· Experience within a luxury hospitality, restaurant, café, pâtisserie or premium retail environment.

· Experience working for an international or recognised luxury brand.

· Knowledge of French cuisine, pâtisserie or premium food products.

· Experience working with high-net-worth or international clientele.

· Experience managing a high-volume store or hospitality environment.

Key Performance Areas:

The Store Manager will be assessed on:

· Sales and revenue performance

· Customer satisfaction and service standards

· Team performance and productivity

· Employee retention

· Stock accuracy and wastage control

· Operational compliance

· Cash and financial controls

· Product quality and presentation

· Store standards and brand compliance

Key Competencies:

· Leadership and people management

· Commercial awareness

· Sales-driven mindset

· Customer service excellence

· Operational management

· Problem-solving

· Decision-making

· Conflict management

· Communication skills

· Organisation and planning

· Attention to detail

· Financial and stock management

· Coaching and team development

Personal Attributes

The successful candidate should be:

· Professional and well-presented.

· Confident and approachable.

· Passionate about luxury hospitality and exceptional customer service.

· Commercially minded and results-oriented.

· Highly organised and detail-oriented.

· Able to remain calm and professional under pressure.

· A strong communicator and people leader.

· Proactive, accountable and solutions-oriented.

· Able to lead by example.

· Passionate about representing and protecting the Ladurée brand.

Employment Type: Full-time

Location: South Africa

Industry: Luxury Hospitality / Food & Beverage

Reporting To: Operations / Senior Management

Work Location: In person