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
