Chief Operating Officer

Role Overview

The Chief Operating Officer (COO) will be responsible for managing the overall operations of Hartleys Supermarket, ensuring the smooth and efficient running of the business. The role involves overseeing multiple departments such as supermarket operations, marketing, commercial/procurement, warehouse, and customer service. The COO will work closely with the Chief Executive Officer (CEO) to execute the company's strategic goals, optimize operational processes, and drive profitability. This key leadership role requires a visionary leader who can implement strategies that align with long-term business objectives while ensuring operational efficiency and growth.

Principal Duties And Responsibilities

Strategic Planning:

• Collaborate with the CEO and other executives to develop and implement long-term business strategies.
• Analyze market trends and customer needs to identify opportunities for growth and expansion.
• Develop and implement strategies to enhance operational efficiency, reduce costs, improve customer service, and drive growth in the supermarket chain.
  
  
  

Operational Management:

• Ensure smooth day-to-day operations across all supermarket locations, including supply chain management, store operations, customer service and compliance with company policies and procedures.
• Optimize inventory levels to prevent overstocking or stockouts and streamline supply chain processes to minimize costs while maximizing product availability.
• Develop and implement operational strategies that align with the company's goals and objectives.
• Monitor and improve the performance of departments, including supermarket operations, marketing, commercial/procurement, warehouse, and customer service.
• Ensure the supermarket chain operates within budgetary constraints and meets financial targets.
• Ensure all stores comply with relevant health, safety, and retail regulations, including food safety standards, labor laws, and environmental regulations
• Develop and implement safety protocols to protect both employees and customers. This includes managing safety inspections, emergency protocols, and employee safety training programs.
• Oversee programs to minimize theft, fraud, and waste, including the implementation of loss prevention measures and systems.
• Manage relationships with key suppliers and negotiate contracts to ensure the chain receives competitive pricing and reliable product supply.
• Collaborate with suppliers to streamline supply chain operations, reduce lead times, and ensure timely replenishment of stock.
  
  
  

Retail Management:

• Oversee the overall operations and performance of the supermarkets in the Hartleys chain. This role involves strategic planning, staff management, and ensuring the achievement of sales targets and profitability.
• Responsible for driving the retail strategy, enhancing customer satisfaction, and ensuring operational excellence.
• Manage the distribution network, including warehousing, transportation, and delivery, to ensure timely restocking of stores and efficient operations.
• Ensure high levels of customer satisfaction through excellent service and effective handling of customer complaints and feedback.
• Plan and execute in-store promotions and marketing campaigns to drive traffic and sales
• Implement new technologies (such as point-of-sale systems, automated inventory systems, or customer loyalty programs) to enhance operational efficiency and customer experience.
  
  
  

Financial Management:

• Track and analyze key performance metrics (KPIs) like sales volume, profit margins, customer footfall, and inventory turnover to ensure each store meets financial targets.
• Oversee budgeting, forecasting, and financial reporting for the supermarket chain and manage costs related to staffing, inventory, and other operational expenses.
• Monitor financial performance and implement corrective actions to ensure profitability.
• Implement cost-reduction strategies, such as energy efficiency initiatives, optimized staffing schedules, or vendor negotiations for better pricing. Also work with the finance team to optimize pricing, inventory management, and cost control measures.
  
  
  

Customer Focus:

• Develop and implement initiatives to improve customer experience, including store layout optimization, employee service standards, and loyalty programs.
• Oversee systems for collecting and analyzing customer feedback (surveys, complaints, and suggestions) to make improvements in service and product offerings.
• Ensure that all operations comply with legal, regulatory, and safety standards.
• Identify and mitigate operational risks, including those related to supply chain, labor, and compliance.
• Maintain a strong focus on health and safety standards across all locations.
  
  
  

Expansion, Growth and Optimization:

• Lead the expansion of the supermarket chain into new markets and regions.
• Oversee new store openings, expansions, or closures, ensuring alignment with the companys growth objectives and profitability targets.
• Develop partnerships and alliances that support the growth of the business.
• Identify and groom high-potential employees for leadership roles, ensuring a strong leadership pipeline for store management and regional positions.
  
  
  

Team Leadership:

• Provide leadership and guidance to department heads and managers, fostering a culture of accountability and continuous improvement.
• Collaborate with the People & Culture Leader to develop and implement training and development programs for the management team.
• Create a continuous succession plan to accommodate growth.
• Ensure effective communication and collaboration across all levels of the organization.
  
  
  

Sustainability and Corporate Social Responsibility (CSR)

• Lead efforts to make store operations more sustainable, including waste reduction, energy-efficient operations, and sourcing environmentally friendly products.
• Collaborate with the corporate team to implement community engagement and charitable initiatives that align with the company's values.
  
  
  

Crisis and Risk Management

• Develop and manage contingency plans for operational disruptions such as supply chain failures, natural disasters, or public health emergencies.
• Oversee the response to critical incidents, such as product recalls or store emergencies, ensuring quick and effective resolution.
  
  
  

Competencies And Skills Requirements

Management and Functional Competencies/Requirements:

• Strong knowledge and understanding of the Supermarket/Retail business, supply chain management, and customer service.
• Good understanding of CRM systems and tools.
• Leadership and team management skills.
• Strategic thinking and problem-solving.
• Problem-solving and analytical skills.
• Expertise in customer relationship management.
• Excellent communication and interpersonal skills.
• Africa experience is advantageous.
  
  
  

Desired Personal Attributes:

• Ability to work with all levels of management, build partnerships, and foster teamwork.
• Strong business acumen and analytical skills.
• Detailed and process driven.
• Customer-focused with a commitment to excellence.
• Highly organized with significant ability to multitask effectively.
  
  
  

Key Performance Indicators (KPI)

• Operational Efficiency: Achievement of key operational targets including cost management, inventory turnover, and supply chain efficiency.
• Retail Growth: Achievement of key retail targets including sales growth, gross profit margin, Inventory turnover, Employee Turnover, Foot Traffic, Conversion and Shrinkage rate.
• Revenue Growth: Increase in supermarket revenue and profitability in line with business objectives.
• Customer Satisfaction: Improvement in customer satisfaction scores and feedback, ensuring repeat business.
• Market Expansion: Successful opening and operational stability of new stores in target regions.
• Team Development: Improvement in management capabilities and department performance through training and leadership development.
• Health & Safety: Compliance with safety regulations and minimization of operational risks.
• Employee Engagement: Employee satisfaction scores and retention rates across operational teams.
  
  
  

Qualifications & Experience

• Bachelors degree in Business Administration, Management, or a related field. An MBA or advanced degree is preferred.
• A minimum of 10 years of experience in a senior management role within the retail, financial services, or supermarket industry.
• Significant exposure to global retail management practices and exceptional consumer behaviors analysis.
• Showcase a history of driving operational excellence, retail growth, process improvement, and cost optimization
• Demonstrate a proven ability to establish and maintain robust relationships with suppliers, distributors, and other business partners
• Strong financial acumen and experience in budget management.
• Understanding of local and global shopping trends and patterns.
  
  
  

Hartleys Supermarket is an equal opportunity employer. Qualified candidates are encouraged to apply without discrimination on grounds of ethnicity, race, marital status, gender, age, religion, disability status or political persuasion.