Sustainable Growers Rwanda (SGR) is an NGO focused on innovative coffee cultivation techniques for smallholder women coffee farmers in Rwanda. Our dual commitment involves providing groundbreaking training and amplifying the visibility of women throughout the coffee supply chain. Underpinning our efforts, Question Coffee, our social enterprise, was created as a platform to spotlight women coffee growers and their coffee.

Q COFFEE Ltd operates retail cafés in Gishushu & Kiyovu, Kigali, Rwanda. We proudly offer coffee products, coffee tours, and coffee beverages directly to our valued customers. It also houses a training space for farmers, baristas, and coffee professionals to enhance coffee quality from seed to sip.

POSITION: QC CAFÉ MANAGER

REPORTS TO: SE Director

SUPERVISES: Baristas

LOCATION: Kigali

STATUS: Fixed Term Contract

JOB SUMMARY/PURPOSE

As the Cafe Manager, your key focus is to provide outstanding customer experience and lead sales efforts, emphasizing quality and adherence to Question Coffee Ltd.’s highest standards.

We are looking for an operations specialist with 3+ years crafting F&B or hospitality strategies, a sales expert who turns every interaction into a sale, or a social media professional who builds communities and generates buzz. Upholding confidentiality is crucial for the success of Question Coffee Ltd, and your leadership sets the tone for excellence in both customer service and operational practices.

MAIN RESPONSIBILITIES

The responsibilities are but not limited to:

• Train and motivate our baristas to become brand ambassadors, upselling products with charm and knowledge, turning every interaction into a sales opportunity.
• Oversee menu development, introducing trending coffee creations and seasonal specials that entice taste buds and sales.
• Manage and activate our online presence, building thriving social media communities that amplify brand awareness and convert followers into regulars. Every post, story, and comment should be a steaming cup of engagement.
• Lead brand strategy and craft impactful campaigns that drive customer traffic and boost revenue. Think latte art competitions, limited-edition roasts, and influencer collaborations.
• Forge strategic partnerships with complementary businesses, co-hosting events, cross-promoting offers, and brewing mutually beneficial collaborations that expand our reach and revenue streams.
• Develop and implement effective sales promotions, happy hours, loyalty programs, and targeted incentives that drive customer traffic, boost booking sizes, and turn first-time coffee dates into regulars.
• Track sales performance like a pro, analyzing results and testing strategies to optimize promotions, refine product offerings, and ensure every bean translates into increased returns directed towards the training of more women farmers.

REQUIREMENTS OF THE ROLE

• 3+ years of experience crafting and executing successful sales and marketing strategies, preferably within the hospitality or F&B industry.
• 2+ years of experience in brand development and campaign execution.
• Adept at creating personalized and engaging customer experiences that turn one-time visits into lasting loyalty.
• Comfortable with analytics and data interpretation, unearthing insights to optimize campaigns and generate profit from marketing efforts.
• Possesses excellent written and verbal communication skills, presenting ideas clearly and persuasively.
• A business degree in Marketing, Hospitality, Business management or related filed.

BONUS POINTS FOR:

• Experience in the coffee industry and understanding of cafe operations.
• Proven Success in training and motivating teams.
• Passion for sustainability and ethical sourcing practices.
• An infectious enthusiasm for coffee and all things customer experience.

KEY DELIVERABLES

• Develop and execute a comprehensive sales strategy.
• Collaborate with operations team on customer experience initiatives, ensuring brand consistency.
• Design and execute engaging marketing campaigns across online and offline channels.
• Prepare regular reports on cafe performance.
• Lead, train and motivate the Cafe staff.

KEY INDICATORS

• Increase in sales revenue and average order value.
• Increased customer engagement with loyalty programs.
• Continued growth and increased returns of the Cafe directed towards training of women farmers.
• Positive Team morale and performance reviews.