Director of Retail Operations

Director of Retail Operations - Chocolate Salons

Norman Love Confections is an ultra-premium chocolate brand founded in 2001 by acclaimed American pastry chef Norman Love in Fort Myers, Florida. Known for its handcrafted, artistically designed bonbons and truffles, the company emphasizes innovation, premium ingredients, and striking visual appeal.

Position Overview:

The Director of Retail Operations will lead and oversee the daily operations, strategic growth, and overall performance of our chocolate salons located in South Florida. This role will be instrumental in ensuring the seamless delivery of exceptional customer experiences while driving revenue and profitability. The ideal candidate is passionate about fine chocolate, thrives in a fast-paced retail environment, and possesses strong leadership skills to manage multi-location operations effectively.

Key Responsibilities:

Strategic Leadership:

• Develop and implement operational strategies that align with the company’s goals and brand values.
• Identify growth opportunities and spearhead initiatives to improve revenue, customer engagement, and market presence.
• Monitor industry trends and competitor activity to inform strategic decision-making.

Operational Management:

• Oversee all operational aspects of the chocolate salons, including staffing, inventory, merchandising, and customer service.
• Establish and maintain operational standards to ensure consistency and excellence across locations.
• Collaborate with the supply chain and production teams to ensure timely and accurate product availability.

Team Development:

• Recruit, train, and mentor salon managers and staff to build a high-performing team culture.
• Conduct regular performance evaluations, providing actionable feedback and growth opportunities for team members.
• Develop training programs to ensure staff expertise in chocolate products, customer service, and sales techniques.

 Financial Oversight:

• Develop and manage budgets for each salon, ensuring cost-effectiveness and profitability.
• Analyze sales data and key performance indicators (KPIs) to identify trends and areas for improvement.
• Implement and monitor promotional strategies to drive sales and achieve revenue targets.
• Developing and implementing customer retention and growth strategies with the marketing team

Customer Experience:

• Champion a customer-centric approach, ensuring a memorable and premium experience for every guest.
• Gather and act on customer feedback to enhance service quality and product offerings.
• Ensure salons adhere to brand guidelines in terms of ambiance, merchandising, and service standards.

Brand Representation:

• Act as a brand ambassador, upholding the company’s reputation for excellence and luxury.
• Collaborate with the marketing team to support local and company-wide campaigns and events.
• Partner with the creative team to develop unique in-store displays and experiences that resonate with customers.

Qualifications:

• Bachelor’s degree in Business Administration, Hospitality, or a related field.
• Minimum of 5 years of multi-location retail management experience, preferably in luxury goods, foodservice, or hospitality.
• Proven track record of driving sales and operational efficiency.
• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical abilities, with experience using sales data to inform decisions.
• Passion for chocolate, fine dining, or luxury retail is a plus.
• Serv safe certification current or being renewed

Work Environment:

• Ability to travel between salon locations as needed.
• Flexible schedule, including weekends and holidays, to meet business needs.