Job Purpose
The Coffee Shop Operations Manager will be responsible for reviving, developing, and managing Kahawa's coffee shop operations across multiple locations in Lubumbashi, Likasi and Kolwezi in the Democratic Republic of Congo
The position will have overall responsibility for daily operations, manpower, customer service, sales performance, purchasing, inventory, cost control, and the consistent implementation of Kahawa's service and product standards.
The role requires a hands-on manager with strong operational and commercial capabilities who can improve existing operations, strengthen the Kahawa brand, increase sales, control costs, and build a reliable and customer-focused team.
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