Welcome from Melissa...
Welcome to Lindt Canada, and thank you for being part of our exceptional retail team. Our success is built on a foundation of passion, quality, and a shared commitment to creating premium chocolate experiences for our customers. As a Lindt retail employee, you are the face of our brand—your interactions, product knowledge, and dedication directly shape how our customers experience Lindt.
Every guest who walks through our doors should feel the magic of our world-class chocolate, the warmth of our service, and the pride we take in our heritage. Whether you’re helping someone find the perfect gift, sharing a product recommendation, or ensuring the store looks its best, your role matters deeply.
At Lindt, we believe in supporting one another, celebrating achievements, and growing together. We’re excited to have you on this journey and look forward to everything we’ll accomplish as a team. Together, let’s continue to be the #1 undisputed leader in the chocolate market. Welcome aboard!
Melissa Yuen VICE PRESIDENT, RETAIL DIVISION | Lindt & Sprüngli (Canada), Inc
Contents
Introduction
Store Contact List, Welcome to Lindt!, Lindt History, Our Purpose, Company Values (5 Values)
Lindt Service Fundamentals
Key principles relating to the Customer Journey, our Service Expertise, and Lindt’s Spirits
Job Information
Job Description (Store Management/Chocolate Advisor), Earnings
Employee Benefits
Employee Discount & Incentive Program
Workplace Policies
Breaks & Eating Periods, Attendance & Absence, Dress Code Policy, Bag Checks, Loss Prevention, Earnings
Scheduling & Availability Policies
Payroll Calendar (Blackout Policy), StoreForce Credentials (StoreForce Self Access), Hours of Availability and Expectations
Health & Wellness Resources
Health and Wellness Resource Information, Complaints & Concerns (“Lets Talk”)
Onboarding Plan
3 Week Onboarding Plan for Store Management
Store Contact List
Welcome to Lindt Canada!
We’re thrilled to have you join our team! This Lindt & Sprüngli Employee Handbook is your key resource for understanding our company’s culture, vision, values, policies, and procedures. This handbook is designed to give you a high-level overview of everything you need to know to get started and succeed in your role. At Lindt, we strive to provide a meaningful and rewarding experience one that supports both your personal and professional growth. We’re excited to have you as part of our team and can’t wait to see the impact you’ll make!
A Brief History of Lindt & Sprüngli
In 1845, David Sprüngli and his son Rudolf opened Zürich’s first chocolate factory, using advanced machinery to make high-quality chocolate more affordable and accessible. Their success laid the foundation for international growth.
Decades later, Rodolphe Lindt revolutionized chocolate making by inventing the conching process, which transformed gritty chocolate into a smooth, melt-in-yourmouth treat called chocolat fondant. His secret recipe set a new standard in quality. In 1899, Sprüngli merged with Lindt’s company, acquiring his factory and unique formula. With this merger and new financial backing, the company expanded rapidly and became a leader in premium chocolate production.
Lindt & Sprüngli continued to grow globally, choosing to market products under the “Lindt” name from 1935 onward due to its simplicity and brand strength. Today, the company operates in six countries and sells in over 80 worldwide.
FINEST COCOA
What makes LINDT Chocolate so exceptional?
The foundation for the incomparable LINDT taste comes from the careful selection, inhouse processing and blending of high quality beans from the world’s renowned origins. Committed to sustainability, the dedicated Lindt & Sprüngli Farming Programs support cocoa farmers and their communities.
UNIQUE ROASTING & GRINDING
A unique process perfected over decades, the LINDT Maitres Chocolatiers roast the beans for optimum flavour and grind them extremely fine - essential for the remarkable melting taste of LINDT.
THE LINDT INVENTION
In 1879, Rodolphe Lindt revolutionized chocolate making with ‘Conching’ - the intense mixing of heated liquid chocolate to create the silky smooth LINDT chocolate texture.
FINEST INGREDIENTS
The LINDT Maitres Chocolatiers rigorously select and process only the most premium ingredients from world renowned growing regions. For example, to maintain the delicious roasting aroma, nuts are roasted inhouse and freshly worked into the chocolate.
FINISHING WITH PERFECTION
With attention to detail, the LINDT Maitres Chocolatiers place the finishing touches on their masterpieces, lovingly decorating and wrapping them in exquisite packaging.
Lindt Canada’s History, Values, & Fundamentals
In Canada, Lindt products were available only through third parties until Lindt & Sprüngli (Canada), Inc. was officially established in 1994. With a head office in Toronto and regional offices in Montréal and Vancouver, the Canadian team built a strong national presence through advertising, innovation, and customer-focused service.
Lindt Canada opened its very first dedicated Lindt Chocolate Shop in Mississauga, Ontario, in 2006, offering Canadians an immersive brand experience and access to over 700 chocolate products.
Our Purpose
CONSUMERS
We enchant consumers with exceptional tasting premium chocolate that is the epitome of Swiss quality
We support our local communities by donating both time and money towards initiatives aligned to our company values
COLLEAGUES
We offer our colleagues meaningful work in a highly entrepreneurial local culture, while benefitting from the global reach of Switzerland
CUSTOMERS
We bring our customers a strong brand that consistently delivers category growth and margin expansion
Lindt’s 5 Values
At Lindt, our five core values form the foundation of our guiding principles. They serve as a reminder of the behaviours we strive to embody in order to foster a strong, positive workplace and make Lindt a meaningful and rewarding place to work.
Passion for delivering results, continuous improvement, and recognizing success.
Encouraging curiosity, forward-thinking, embracing change, and challenging the status quo.
Ownership, accountability, & empowerment. Take initiative and persevere through challenges.
Lindt Service Fundamentals
Respect for others, act responsibly towards people and the environment; promote diversity & inclusion.
Foster teamwork, effective communication, active listening, and understanding others across all functions.
Our Lindt Service Fundamentals are the guiding principles that elevate our customer service to the highest standard, ensuring every guest enjoys a premium and memorable experience. To support you in your role, we’re excited to share some of our service secrets valuable insights we’ve gained over the years that help us consistently deliver service excellence.
If you haven’t already, you’ll soon watch our five Lindt Service Fundamentals modules; an indepth look at how to deliver a premium, personalized customer service experience for every guest who visits our shops. As you progress, you’ll complete the Lindt Service Fundamentals Workbook, designed to reinforce your understanding through engaging and creative exercises that test your knowledge of our service principles.
Our commitment is to turn our customers into Lindt brand advocates. We do this by making a promise to every customer. The first Service Fundamental you’ll be introduced to is Our Promise: our personal guarantee to every customer, reflecting the level of care and excellence they can expect from every interaction.
Our Promise
Every customer leaves our shop with a Chocolate Smile and a bag full of LINDT enjoyment!
Roles & Responsibilities
Your Role
• Always MAKE CUSTOMERS YOUR PRIORITY and give them your full attention.
• Make them FEEL WELCOME in the first few seconds they are in your Chocolate Shop.
• ASSIST THEM to make the best choices.
• Share your in-depth CHOCOLATE KNOWLEDGE and the LINDT DIFFERENCE.
Our Spirits
Our Spirits are the common bond of core values that every member of the Lindt family shares and that guide us in our daily service decisions:
We are passionate about our Brand, our products and our customers
We love sharing our knowledge of chocolate in a way that works for our customers
We actively connect with our customers, building rapport & loyalty We stimulate our customers every step of the journey
...as Store Management
As a Store Manager, you’ll play a key leadership role in the business. Your goal will be to oversee all store operations while effectively managing your team to maximize profit without sacrificing exemplary customer service. You’ll also be expected to provide leadership to keep your team on track and ensure continued commitment to fostering strong relationships and brand loyalty among our customers.
Effective hiring and onboarding of staff will be integral to the success of your role as well as superb performance management to support continued growth and development among your team. While this is an overview of your key responsibilities, you’ll receive a detailed job description that outlines your full scope of duties.
Your Responsibilities Your Responsibilities
...as a Chocolate Advisor
As a team member at Lindt, your primary focus will be creating the ultimate, premium experience for every customer who walks through our doors. This means greeting each person with a warm smile and making them feel genuinely welcome. You’ll help guests find the perfect Lindt treat, whether it’s a thoughtful gift or a personal indulgence, and share recommendations to make their visit memorable. You’ll also play a key role in maintaining our beautiful product displays, ensuring they look just as irresistible as the chocolate itself. This summary highlights your core responsibilities, and you’ll also receive a detailed job description outlining your full range of duties.
Compensation & Benefits
As Store Management
You will be paid on a bi-weekly basis according to your agreed-upon salary. In addition, eligible permanent full-time employees have the potential to earn annual bonus. We’re committed to supporting you and ensuring a positive work experience as you grow with us which is why we offer all of our full-time employees a wide-range of perks such as:
In addition to your regular compensation, you may enjoy some additional perks such as:
• 3 weeks of paid vacation
• Lindt Day: An extra day off to celebrate the anniversary of our Canadian business
• Holiday Observance Day: A paid day off for personal days of significance such as Eid al-Fitr, Diwali, or Yom Kippur
• Lindt Spirit of Giving Days: Take a day or two of from work each year to volunteer at a charity of your choice.
• $150 in gift cards to share the joy of Lindt with your family friends twice a year during the Holiday & Easter season.
