Location: Pasticceria Cova, One Bangkok

Employment Type: Full-Time / Supervisory Role

Position Summary

The Retail Supervisor is responsible for overseeing daily retail operations, supervising sales associates, and ensuring that product presentation, customer service, and stock control align with Cova's luxury brand standards. This role combines leadership, operational discipline, and cultural storytelling to deliver an elevated guest experience and drive boutique performance.

Key Responsibilities

1. Guest Experience & Service Excellence

Supervise retail staff to deliver consistent service rituals and brand-aligned hospitality
Ensure guests receive product knowledge, cultural storytelling, and personalized recommendations
Handle VIP requests, guest feedback, and service recovery with discretion and charm

2. Team Supervision & Training

Lead and mentor retail associates, providing daily coaching and performance feedback
Support onboarding and training in product knowledge, sales etiquette, and brand rituals
Foster a culture of discipline, pride, and continuous improvement

3. Product Presentation & Visual Merchandising

Ensure boutique displays, packaging, and product arrangements reflect Cova's Milanese elegance
Collaborate with marketing and merchandising teams on seasonal activations and campaigns
Maintain boutique readiness and visual standards throughout the day

4. Stock Control & Inventory Support

Monitor daily stock levels of pastries, packaged goods, and retail items
Ensure proper rotation (FIFO), waste minimization, and timely replenishment
Assist in receiving deliveries, conducting stock counts, and reconciling variances
Report discrepancies and consumption trends to the Retail Manager

5. Sales Performance & Reporting

Track daily sales, upselling initiatives, and guest purchasing trends
Support the Retail Manager in achieving revenue targets and KPIs
Prepare shift reports on sales performance, guest feedback, and operational issues

6. Cross-Functional Collaboration

Coordinate with pastry, café, and restaurant teams to ensure product integrity and timing
Support boutique events, seasonal showcases, and VIP activations with retail execution
Liaise with procurement and operations teams to align stock with demand

7. Hygiene, Safety & Compliance

Ensure retail areas meet hygiene, safety, and local regulatory standards
Monitor packaging, labeling, and allergen information for accuracy and compliance
Uphold SOPs for product handling, guest service, and boutique readiness

Qualifications & Competencies

Experience

Minimum 2–5 years in luxury retail, boutique hospitality, or gourmet food environments
Supervisory experience preferred

Technical Skills

Strong knowledge of retail operations, inventory systems, and POS platforms
Familiarity with HACCP and food safety compliance for packaged goods
Basic reporting and sales analysis skills

Soft Skills & Presence

Strong communication in English; Thai a plus
High emotional intelligence and ability to lead with empathy and clarity
Impeccable grooming, posture, and brand-aligned presence
Calm, solution-oriented leadership during peak hours

Brand DNA Alignment

The Retail Supervisor must consistently embody:

Elegance in product presentation and guest engagement
Precision in operational discipline and reporting
Warmth in team leadership and guest interactions
Storytelling through product knowledge and cultural heritage
Discipline in hygiene, SOPs, and inventory control
Emotional Resonance in creating memorable boutique experiences

Performance Evaluation Criteria

Guest satisfaction scores and feedback
Team performance, morale, and skill development
Hygiene audits and SOP compliance
Stock control accuracy and waste reduction
Sales KPIs: revenue growth, upselling success, and boutique performance
Contribution to seasonal campaigns and activations
Leadership impact and brand representation

Retail Supervisor - Pasticceria Cova