Key Responsibilities
Coffee Shop Operations
• Manage the day-to-day operations of Kahawa coffee shops across all locations.
• Ensure consistent product quality, service standards, cleanliness, presentation, and customer experience.
• Establish and maintain operating procedures and service standards.
• Conduct regular branch visits and ensure operational issues are addressed promptly.
• Ensure equipment, coffee machines, kitchen equipment, and facilities are properly maintained.
Sales & Business Development
• Develop initiatives to increase customer traffic, average spending, and overall sales.
• Monitor branch sales performance and identify opportunities for improvement.
• Support promotions, new products, seasonal offers, and customer-engagement initiatives.
• Develop opportunities for corporate customers, catering, delivery, and other additional revenue channels.
• Monitor competitors and market trends within Lubumbashi.
Manpower Management
• Manage baristas, cashiers, service staff, kitchen employees, supervisors, and other coffee-shop personnel.
• Prepare manpower schedules according to operational requirements.
• Train and coach employees on customer service, product knowledge, selling techniques, hygiene, and operational standards.
• Monitor employee performance, attendance, productivity, and discipline.
• Build a strong service-oriented culture across Kahawa locations.
Procurement & Inventory
• Coordinate purchasing of coffee, food ingredients, packaging, beverages, consumables, and operating supplies.
• Maintain appropriate inventory levels while minimizing shortages, waste, and overstocking.
• Monitor suppliers, purchasing prices, product quality, and delivery performance.
• Control stock movements, wastage, expiry, and consumption.
Cost & Financial Control
• Monitor sales, food and beverage costs, labor costs, wastage, and operational expenses.
• Work toward improving profitability at both branch and overall business level.
• Monitor cash-control procedures and ensure proper reconciliation of daily sales.
• Prepare and review operational and sales reports.
Customer Experience
• Ensure customers receive professional, welcoming, and consistent service.
• Handle customer complaints and ensure appropriate corrective actions.
• Develop initiatives to increase customer loyalty and repeat business.
• Maintain the image and positioning of Kahawa as a quality coffee-shop brand in Lubumbashi.
Education & Experience
• Bachelor's degree or relevant professional qualification in Hospitality Management, Business Administration, Food & Beverage Management, or related field preferred.
• Preferably 5+ years of experience in coffee shops, restaurants, cafés, bakery cafés, or food & beverage operations.
• Previous experience managing multiple locations or branches is strongly preferred.
• Experience in purchasing, inventory management, manpower planning, and sales development is highly desirable.
• Previous experience in Africa or multicultural environments would be an advantage.
Knowledge & Skills
• Strong coffee-shop / restaurant operations knowledge.
• Strong people-management and leadership capability.
• Good understanding of food and beverage cost control.
• Strong purchasing and inventory-management skills.
• Commercial mindset with focus on sales growth and profitability.
• Strong customer-service orientation.
• Ability to analyze operational and sales performance.
• Hands-on problem-solving capability.
• Ability to work independently and manage several locations simultaneously.
• Good communication and interpersonal skills.
• French and/or English proficiency appropriate for the Lubumbashi operating environment